AVT100 Redmine Helpdesk plugin ID 4549016
MAIN FEATURES:AutorespondersCreate autoresponder with styling and macros to auto-populate data and personalize your message.Customer informationSee all data from CRM—profile info, tags, background information and previous support tickets.Ticketing SystemRedmine Issues turn into tickets with additional information you need from Helpdesk type of software.Reply with macros from the ticketCreate header and footer templates that include macros. They can include data such as ticket ID, name, and surname of the agent. They will automatically fill the gaps on sending your reply.Canned ResponsesFor frequently asked questions, build templates with replies. Personalize them with macros that automatically fill in the data.Helpdesk Widget with APIWith Helpdesk Widget, clients can send messages or tickets from any page—inside the Redmine or external. Displayed fields can be pre-populated.SLA Metrics and ReportsTrack performance with SLA metrics: Avg. first response time, a number of replies needed to close the ticket and ticket closing time. Satisfaction ratingsClients can rate your employees' answers with happy, neutral or sad emoticon and an additional comment. Track satisfaction with report.Detailed reportsMonitor how much time you spend on support. Internally: for each product or department. Externally: for which client or project.12 language versionsGerman, English, French, Italian, Dutch, Polish, Portuguese (Brazil), Russian, Slovak, Serbian, Turkish, Chinese