Helpdesk with Customer Chat
A lightweight helpdesk: customers follow a ticket through a secure public chat link or by email, and are notified when it changes.
Overview
Gives external customers a simple way to communicate on a ticket without a Redmine account, while staff keep working in Redmine as usual.
Email replies are routed back to the right ticket, and replies to closed tickets open a new linked issue automatically.
Key features
- Encrypted public chat link per ticket: customers add notes and attachments, invite colleagues and can close the ticket themselves.
- Live updates with polling and a sound alert when staff reply.
- Email ticketing: incoming replies are matched by ticket ID, quoted text is stripped, and unknown senders get an auto-reply.
- Replying to a closed ticket creates a new reopened issue linked to the original.
- Customer notifications for new notes, attachments and closure, with per-customer opt-in.
- Issue history shows which customer wrote each note; “issue customers” panel on the issue page.
Screenshots
Screenshots coming soon.
Built for a client engagement. Client names, data and source code are kept confidential.
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