Helpdesk for Redmine · RedminePRO Docs

Q: No tickets are being created.

Check Poll helpdesk mailboxes is on, that the polling task is actually running on a schedule, that the project has a mailbox configured, and that its credentials still work.

Q: A customer received several acknowledgements.

They should not. Auto-acknowledgements per contact per hour caps it. If they did, check whether two mailboxes are polling the same address.

Support email becomes tickets. The people writing in do not need accounts, a contact record holds who they are, and their replies land on the same ticket rather than opening a new one. Response times are tracked against a service level, SLA compliance reports how you are doing, and a portal lets customers follow their own tickets without signing in to anything. Agents work on ordinary Redmine issues throughout.

Connecting the mailbox is covered in helpdesk email.

Mailboxes, reply templates and service-level targets are configured from the console, not from a settings screen, on RedminePRO Cloud, support does it for you. There is no separate reply composer either: an agent replies by adding a note to the ticket, and it goes out as email.

What you can do

Availability: Business and above.
Turn it on: Per project: Project → Settings → Modules → tick Helpdesk.
Permissions: One permission, because one helpdesk screen exists.
Settings: The two caps exist for the same reason: a system that answers email automatically can, in the wrong circumstances, answer itself.
Using it: A customer emails the mailbox.

Polling, caps and loop protection — From a live RedminePRO workspace.

Configure

Settings, permissions, modules and how to use it on RedminePRO Cloud.

Includes connecting IMAP mail provider.

Install on your own Redmine

Requirements, install, update and remove, for a self-hosted Redmine 6.

Common questions

No tickets are being created.

Check Poll helpdesk mailboxes is on, that the polling task is actually running on a schedule, that the project has a mailbox configured, and that its credentials still work.

A reply came back as a new ticket.

The customer's mail client stripped the threading information. Turn on Attach the original .eml to new tickets while investigating. It keeps the raw message for exactly this.

A customer received several acknowledgements.

They should not. Auto-acknowledgements per contact per hour caps it. If they did, check whether two mailboxes are polling the same address.