How HelpDesk Users Update and Communicate on Tickets
Introduction
This guide explains how HelpDesk users can update and communicate on tickets in Easy8. HelpDesk users communicate mainly by replying to emails or accessing ticket links. This setup ensures clients can stay in touch without accessing the full system.
Target Audience
Administrator
Prerequisites
Before starting, ensure you have:
- At least one HelpDesk user created.
- Email templates with
%ticket_url%enabled. - HelpDesk properly connected to a mailbox.
How HelpDesk Users Update and Communicate on Tickets
Step 1: Communication by Email Reply
- When a ticket is created or updated, the system sends an email to the HelpDesk user.
- The user replies to this email using their mail client.
- The reply is automatically added to the ticket as a new comment.
Tip
The subject line must not be changed. This helps the system find and update the correct ticket.
Step 2: Using the Ticket Link
- Emails sent to HelpDesk users contain a link to the ticket.
This link uses the%ticket_url%dynamic token in the email template. - The link opens a special ticket view in the HelpDesk interface.
Example:https://yourdomain.easyredmine.com/easy_helpdesk_issues/12345 - The user can:
- Read all previous comments
- Write a new message
- View current status and details
Notice
HelpDesk users cannot use standard Redmine links like /issues/123. They must use links starting with /easy_helpdesk_issues/
Step 3: What HelpDesk Users Can and Cannot Do
✅ HelpDesk users can:
- View their tickets
- Reply by email
- Add new messages via HelpDesk link
❌ HelpDesk users cannot:
- Change tracker or priority
- Assign or close tickets
- Browse other users' tickets
Their actions are limited to their own communication only.
Troubleshooting
| Problem | Solution |
|---|---|
| Reply does not appear on the ticket | Check that the subject line wasn't changed and that the reply was sent from the assigned email. |
| Link does not work | Make sure the %ticket_url% token is in the template and the ticket is shared with the user. |
| HelpDesk user sees "access denied" | Check that the user was properly created and the ticket is linked to their email. |
Conclusion
HelpDesk users update and comment on tickets by replying to emails or using ticket links. This setup provides secure and simple communication without giving full system access.
Related Topics and Further Reading
- How to Set Up and Manage HelpDesk Users (How-To)
- How HelpDesk Users Work with Tickets (Explanation)
- How HelpDesk User Access Works (Reference)
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