My Redmine for Customer Support
My Redmine for Customer Support
My Redmine streamlines customer support, enabling faster resolutions and providing a smooth experience for both support teams and customers.
Efficient Issue Tracking and Real-Time Updates
Redmine allows for clear management of customer inquiries by logging each issue and providing real-time status updates. Customers can see the progress of their issues, while support teams can update issues and collaborate internally, ensuring transparency and timely communication.
Time-Saving Templates
Redmine’s template feature streamlines handling common requests like data migration or seminar registrations. Pre-defined templates help customers quickly fill in necessary information, enabling faster processing and response by support staff, reducing repetitive work.
Self-Service via Knowledge Base
By integrating a knowledge base, Redmine allows customers to access FAQs and guides, helping them resolve common issues on their own. This reduces the volume of inquiries, letting support staff focus on more complex cases while customers get quick answers.
Optimizing Customer Support with Redmine: Our Helpdesk in Action
This article explains how Farend Technologies Corporation utilizes Redmine to power a help desk for handling customer inquiries.
We launched our My Redmine JP Edition service in 2009 and established the help desk in 2014 to enhance user support.
At Farend, we’ve fully integrated Redmine into our support operations to create an efficient help desk that manages all types of client inquiries. For My Redmine JP Edition users, we developed a system called “support-madoguchi.” We also offer the same system to Global Edition users, which is introduced on our My Redmine Global Edition website—My Redmine Global Edition Help Desk.
Whether it’s system issues, bugs, or usage questions, our Redmine-based help desk ensures timely and reliable solutions for every case.
Why Redmine?
Redmine is Well-Suited for Inquiry Management
Originally designed for bug tracking, Redmine’s flexibility makes it ideal for managing customer inquiries, as the process is quite similar to bug management.
| Bug Tracking | Inquiry Management |
|---|---|
| Manage a list of bugs that occurred | Manage a list of inquiries received |
| Assign a person to handle fixes | Assign a person to respond to inquiries |
| Track progress and identify unresolved tasks | Track progress and identify unresolved inquiries |
| Keep a record of how issues were resolved | Keep a record of how inquiries were addressed |
How Our Helpdesk Works
| Customer Access and Issue Submission
Users can easily access our help desk through a dedicated support portal. Once logged in, they can submit inquiries, categorized as issues. These issues can range from technical bugs to feature requests or questions about navigating our cloud service. The intuitive interface allows even non-technical users to describe their issue and attach relevant files or screenshots.
| Template-based Process
Users who inquire about specified services, such as reserving data migration or registering for a seminar/consultation meeting (both currently available only in the JP Edition), can use templates that we have prepared in advance. When creating a new issue, select the appropriate template and fill in the required information. Our support staff will then confirm the details and guide you through the next steps.
This template-based process allows users to complete complex procedures in a single exchange, simplifying the process and saving time and effort for both users and our support staff.
| Issue Tracking and Resolution
Each issue is tracked in Redmine with full transparency. Customers can monitor the real-time status of their submitted issues, such as whether the issue is under investigation, resolved, or pending further information. Internally, our support team logs updates, adds comments, and collaborates across departments within Redmine to ensure fast resolution.
| Appropriate Privilege Settings
Redmine’s robust user privilege system ensures that users cannot view each other’s submitted issues. Access is strictly limited to the submitting user and our staff, ensuring that all exchanged messages remain private and inaccessible to others.
| Knowledge Base Integration
Alongside direct issue submission, our help desk integrates with a comprehensive knowledge base. Users are able to explore FAQs, guides, and other resources to resolve common issues before submitting an inquiry. This approach reduces the volume of basic inquiries while empowering clients to troubleshoot on their own.
| Searching and Analytics
To enhance our operations, Redmine’s powerful search feature allows us to access all resolved questions, ensuring customers receive consistent answers. We also analyze search data to track performance metrics and continuously improve our service. Customers benefit from this transparency, gaining access to their request history and average response times, which provides insight into how their inquiries are handled.
Benefits to Our Customers
- Transparency and Tracking: Clients can monitor the status of their issues at any time.
- Faster Resolutions: Automated routing and prioritization lead to quicker and more efficient issue resolution.
- Comprehensive Support: Integration with our knowledge base helps clients independently resolve common issues, reducing downtime.
This system has greatly improved both the speed and quality of our customer support, making it a vital tool in maintaining strong customer relationships. By leveraging Redmine’s robust issue-tracking capabilities, we’ve streamlined our operations and elevated the level of service we provide to all our clients.