Redmine is a great choice for a ticketing system. It offers a high degree of customisation, allowing you to tailor ticket fields, workflows, and permissions to suit your specific needs. Redmine supports comments, attachments, and email notifications, making it easy for team members to communicate.

However, support teams working with Redmine may face challenges in using a universal way to manage tickets. How to manage a high volume of incoming tickets? How to measure helpdesk metrics such as resolution time or customer satisfaction? Lack of collaboration between different teams can be time-consuming and costly.

This article is aimed at service desk and customer support teams using Redmine for ticket management. We will show you how to transform your basic Redmine ticket system into a more efficient, responsive, and customer-focused operation.