The Redmineflux Helpdesk Plugin is a fully integrated support management system built on top of the Redmine project management system, designed to streamline customer communication, automate workflows, and improve response efficiency. This plugin empowers support teams by providing advanced ticket management features, SLA-driven automation, intelligent email processing, and a complete set of tools to handle customer queries from creation to resolution.
1. Login to your Redmine instance as an Admin user.
2. Navigate to Administration → Plugins
3. Find the installed plugin in the list and click on “Configure”.
4. You will see two input fields:
a. License Key
b. Security Key
5. Enter the Key values you received via email or order details.
6. Click Apply to validate and activate the plugin license.
Once validated, the plugin will be ready for use.
Note: By default, a Redmineflux license key supports 100 active users of Redmine. If your organization requires more than 100 active users, you’ll need to purchase additional user licenses.
You have two options to update your user license:
1. Purchase additional user licenses during your initial plugin purchase.
2. After the purchase, go to the “My Account” section in your profile to upgrade the number of users.
How to Deactivate and Activate Plugin on New Domain / IP#
Go to Order Section
Navigate to the Order section in your account.
Click on View Order for the plugin you want to transfer.
Change Domain URL
In the domain URL, remove the current domain URL.
Enter or paste your desired new domain URL.
Click on the Save button to update the domain.
Activate Plugin on New Domain
Go to the plugin configuration section on your desired domain.
Enter your License Key and Secret Key in the appropriate fields.
Save the settings to activate the plugin on the new domain.
Navigate to the Administration tab from the top menu.
Click on Settings and find the API tab and enable the rest API.
Step 2: Enabling Helpdesk Plugin in a project
Navigate to the projects tab on top menu.
Click on any project from the list.
Navigate to project settings
Enable the Helpdesk from the modules and click on save to apply the changes.
Now you can see the Helpdesk plugin on the project menu.
Step 3: Ensure that default values are set for the following attributes
Default Helpdesk Setup (Already Created)
The plugin includes a pre-configured environment:
Default Project: Helpdesk Desk Service
Tracker: Support (for handling helpdesk tickets)
Roles Created:
Customer
Support Agent
Support Desk Role
Custom Fields Added:
Products
Issue Category
These act as the base settings for the helpdesk system.
Adding Helpdesk to Any New Project If you want to enable the Helpdesk features in another project, configure the following:
Step 1: Enable Helpdesk Module
Go to Project Settings → Modules
Check Helpdesk
Save
Step 2: Add the Support Tracker
Go to Project Settings → Trackers
Enable the Support tracker
Save
Step 3: Assign Helpdesk Roles
Add roles to project membership:
Customer
Support Agent
Support Desk Role
Assign users according to their responsibilities.
Step 4: Add Custom Fields
Ensure the following custom fields are enabled for the project:
Products
Issue Category
These fields help categorize and filter helpdesk tickets easily.
Step 4: Enabling Helpdesk Plugin Email Configuration in a project
The Helpdesk plugin allows each project to configure its own incoming email, outgoing email, and ticket settings. This ensures tickets are created automatically from emails, and replies are sent correctly from the project’s support address.
The Email Configuration page contains three sections:
Incoming Email Configuration
Used for receiving customer emails and converting them into helpdesk tickets.
Fields:
IMAP Server – Your mail server hostname
IMAP Port – Default: 993
IMAP SSL – Enable for secure IMAP
Skip Certificate Verification – Use only for self-signed certificates
IMAP Username – Your inbox login
IMAP Password – Your inbox password
This connects the project to a mailbox. Any email sent to this mailbox is automatically converted into a ticket.
Outgoing Email Configuration
Used for sending email replies from the helpdesk.
Fields:
SMTP Server Address
SMTP Port – Default: 587
SMTP Domain
SMTP Username & Password
Authentication Type (plain / login / cram_md5)
Enable STARTTLS – For secure outgoing mail
This ensures the project sends replies, notifications, and auto-response emails from the configured address.
Ticket Settings
Controls how tickets are created from emails.
Fields:
Identifier Keywords – Keywords to detect existing ticket IDs
Email Prefix – Used in outgoing emails
Default Tracker – Tracker used for email-created tickets
Auto Close Ticket Days – Auto-close after X days of inactivity
These settings define how email messages are mapped to tickets and how automatic ticket management works.
How to Enable Email Configuration in a Project
Go to Project → Settings → Email Configuration
Fill in the incoming and outgoing email details based on your mail provider
Set ticket preferences
Click Save
After saving:
The project can receive emails and convert them into tickets
To access the Helpdesk of a specific project, navigate to the project where you want to view helpdesk tickets and features.
Within the project, click on the “Helpdesk” tab to open the Helpdesk dashboard for that project.
If you want to view Helpdesk tickets across all projects, go to the application’s top menu and click on the “Helpdesk” tab.This will display an overview of all helpdesk-related tickets and activities from every project.
Allows you to manually create a new support ticket by entering the subject, description, status, priority, organization, and other custom fields. Admins and Support roles can assign tickets to agents
Go to the Global Helpdesk from the top menu.
On the left sidebar, click on the Helpdesk Ticket Tabs. This will display the Support Ticket List for all projects.
Click on the “New Ticket” button on the right side.
Fill in the required ticket details such as Subject, Description, Tracker, Priority, and Status.
Select the custom fields (Products, Issue Category, etc.).
(Optional) Assign the ticket to a Support Agent — This option is available for users with Admin or Support Desk roles.
(Optional) Attach files or screenshots if needed.
Click “Create” or “Save” to generate the ticket.
The newly created ticket will now appear on the Support Tickets list.
Create an SLA with response time, resolution time, working hours, holidays, and timezone settings. This SLA helps track and escalate tickets automatically.
Go to the top menu and click HELPDESK.
In the left sidebar, click on the SLA tab.
Click the “New SLA” button on the right side.
Fill in the SLA details such as SLA Name, Description, response time, resolution time, working hours, holidays, timezone, working days, and active SLA checkbox.
(Optional) Upload an SLA Agreement document if needed.
Click Save to create the SLA.
The new SLA will appear in the SLA list, where you can activate, edit, or delete it.
Create organizations and assign SLAs and product lists. Tickets submitted by customers linked to that organization will automatically follow the assigned SLA. Note- Before creating an organization, first go to Settings → Support Levels and create the required support levels (L1, L2, L3, etc.). Support levels must be createdfirst, so they can be selected during organization setup.
Go to the top menu and click HELPDESK.
In the left sidebar, click on the Organization tab.
Click the “Add Organization” button on the right side.
Enter the organization for details such as Organization Name, Website, Organization Address, Product List, Support Level, and SLA.
(Optional) Update or upload additional information if needed.
Click Save to create the organization.
The new organization will appear in the list, where you can also edit, activate/deactivate, or delete it.
Holidays allow you to block non-working days from SLA calculations. When a holiday is added, the SLA timer skips that date, so tickets are not marked late incorrectly.
Go to the top menu and click HELPDESK.
In the left sidebar, click on the Settings tab.
Under Settings, select the Holidays section.
Click the “Add Holiday” button on the right side.
Enter the Holiday Name, Start Date, End Date, and Description.
Click Save to add the holiday.
The new holiday will appear in the Holiday List, where you can edit or delete it.
Create support levels like L1, L2, and L3 and define escalation paths between them. When a ticket crosses its SLA response or resolution time, it automatically moves to the next support level, ensuring faster handling by the appropriate team.
Go to the top menu and click HELPDESK.
In the left sidebar, click on the Settings tab.
Under Settings, select the Support Levels section.
Click the “New Support Level” button on the right side.
Enter the Support Level Name, Description, and Select Support Assignees.
(Optional) Select the Escalates To level if this support level should escalate tickets to a higher level.
Choose the Status (Active/Inactive).
Click Save to add the support level.
The new support level will appear in the list with options to edit or delete it.
Inside a project, create articles containing helpful information for agents or users.
Go to the Project menu and open the project where you want to add the Knowledgebase.
In the project’s left sidebar, click on the Knowledgebase tab.
Click on the plus (+) icon to create a new Knowledgebase Document. A form will appear.
Enter the name of the Knowledgebase and submit the form. A blank page will be created where you can write the Knowledgebase Document details.
Click Save to create the Knowledgebase.
The new Knowledgebase Document will appear on the Knowledgebase list and can be edited, downloaded, export, share, or deleted anytime.
How to Create Email Templates (Acknowledgement, Answer, Close Ticket Templates)#
Create templates for different types of email communication. Selecting the template type determines which email the system will send during ticket actions.
Go to the ADMINISTRATION menu at the top.
Open Helpdesk Section.
Inside the plugin configuration, click on the Acknowledgement Email Template tab.
Click on the “Add Template” button.
A form will appear with a Template Type dropdown.
From the dropdown, select one of the three options:
Acknowledgement Email Template
Answer Template
Close Ticket Template
Based on the selected option, the system will create that type of template.
Enter the required details:
Template Name
Email Subject
Email Body Content
(Optional) Use dynamic placeholders such as {%ticket.subject%}, {%ticket.id%}, etc.
Click Save to create the template.
The newly created template will appear in the list under its correct category.
You can later edit or delete the template from the templates list.
These are quick pre-written responses used by support agents in replies. Canned responses save time by allowing agents to insert ready-made text for common issues.
Go to the ADMINISTRATION menu from the top navigation.
Open Helpdesk Section.
In the plugin configuration, navigate to the Canned Responses tab.
Click on the “Add Template” button.
A form will appear to enter the following details: Name, Content.
(Optional) Add dynamic placeholders like {%ticket.subject%} and add attachments if needed.
Click Save to create the canned response.
The newly created canned response will appear in the list, where you can edit or delete it anytime.
The Redmineflux Helpdesk Plugin provides a complete, customizable solution for managing customer support within Redmine. With powerful features like SLA tracking, email-to-ticket automation, organizations, customers, templates, canned responses, support levels, and a built-in knowledgebase, your support team can work efficiently and professionally.
