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.
On your own Redmine
Requirements
- Redmine 6.0 or newer (Rails 7.2, Ruby 3.1 or newer)
- PostgreSQL 14+, or MySQL 8.0+ / MariaDB 10.6+
- No new gems on Redmine 6.1: the mail pipeline uses what Redmine already
ships. On a 6.0 install a guarded
Gemfileline supplies the one library that version predates, so runbundle installeither way - A mailbox it can poll, and working outbound email
- Server access, since mailboxes, templates and service-level targets are configured there
Install
cd /path/to/redmine
cp -r redminepro_helpdesk plugins/
bundle install
RAILS_ENV=production bundle exec rake redmine:plugins:migrate NAME=redminepro_helpdesk
# restart Redmine
Nothing polls on its own. Inbound mail arrives only when the task runs, so schedule it:
*/5 * * * * cd /path/to/redmine && RAILS_ENV=production \
bundle exec rake redminepro:helpdesk:poll
Then configure the mailbox — see helpdesk email.
Standalone behaviour
Identical. No plan gate applies and nothing is capped by tier. The module is a real one and keeps its checkbox in project settings.
Update and remove
Copy the new directory over the old one, run bundle install and the migrate
command, restart. To remove:
RAILS_ENV=production bundle exec rake redmine:plugins:migrate NAME=redminepro_helpdesk VERSION=0
rm -rf plugins/redminepro_helpdesk
# restart Redmine
Contacts, service-level records and portal access go. The tickets themselves are ordinary issues and stay, with their whole conversation in the history.
Already on RedminePRO Cloud? It is installed and maintained for you: see the configuration guide.