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RedmineUP integrations

Add a Simplesat survey to your RedmineUP replies and see each rating as the ticket's satisfaction vote.

Add a Simplesat survey link to a RedmineUP canned response, and customers can rate a ticket straight from your reply. The survey works without connecting RedmineUP.

If you also connect RedmineUP, Simplesat can set each rated ticket's satisfaction vote, bring the ticket's contact into Simplesat, and create a follow-up issue for the ratings you choose.

What the RedmineUP integrations do

The RedmineUP page in Simplesat lists its integrations under Ticket integrations. You switch each one on separately with Activate integration.

Integration

What it does

Where it shows

Pull ticket details

Adds the ticket's contact and source to the response

The response, in Simplesat

Sync feedback to ticket's vote

Sets the ticket's satisfaction vote from the rating

The ticket in RedmineUP

Create issue after receiving feedback

Creates a private issue under the rated ticket

A new issue in RedmineUP

They run only on surveys connected to RedmineUP, and only for responses that came in with a RedmineUP ticket ID. A survey is connected to RedmineUP when it's:

  • an External email embed survey with the RedmineUP option chosen, or

  • an Event-based or Web-embed survey with Connected service set to RedmineUP.

Before you start

The RedmineUP integrations are available on every Simplesat plan. To connect RedmineUP and switch integrations on, you need the Manage integrations permission. Owner and Admin have it by default.

You'll also need your RedmineUP address and the username and password of a RedmineUP user. The integrations act as that user, so pick one who can:

  • view helpdesk tickets and contacts

  • edit tickets

  • add issues to the project you'll use for follow-up issues

If your security team wants to know what Simplesat can read and write once RedmineUP is connected, send them Integration security, permissions and data flow.

Connect RedmineUP

  1. On the Integrations page, open RedmineUP and click Authenticate.

  2. In URL, enter your RedmineUP address without https:// before it or / after it, for example yourcompany.redmineup.com.

  3. Enter the user's Username and Password.

  4. Click Authenticate.

  5. When the page shows Authenticated with RedmineUP, click Activate integration on each integration you want.

Create issue after receiving feedback also needs a project ID, tracker ID and status ID from RedmineUP before it can create issues. The section on follow-up issues below shows where to find each one.

Send surveys from RedmineUP

Agents send the survey by adding a canned response to their reply. To set one up:

  1. Create or open the survey and choose External email embed.

  2. Under Choose where to add your survey, choose RedmineUP.

  3. On Publish, click Generate embed code, choose Link and click Copy survey.

  4. In RedmineUP, go to Administration → Helpdesk and open the Canned responses tab.

  5. Click New canned response.

  6. Give it a name, write a short message, and paste the survey link.

  7. Click Create.

After that, agents add the canned response to a reply whenever they want the customer to rate the ticket.

The survey link carries the ticket ID as {%ticket.id%}, and RedmineUP fills it in when it sends the reply. That's how each response arrives tied to its ticket. The link carries nothing else, so turn on Pull ticket details if you want to see who answered.

To test it:

  1. In RedmineUP, create a ticket with yourself as the contact.

  2. Reply with the canned response and click Submit.

  3. Click a rating in the email.

Test from a real reply, not the link you copied. The copied link can't record a rating until RedmineUP fills in the ticket ID. Testing an integration end to end has more on testing.

Feedback in RedmineUP

Sync feedback to ticket's vote

Sync feedback to ticket's vote sets the rated ticket's satisfaction vote from the rating's sentiment:

Sentiment in Simplesat

Vote in RedmineUP

Positive

Good

Neutral

Just ok

Negative

Not good

The answer to the rating's follow-up question becomes the vote's comment. To see ratings across tickets in RedmineUP, filter the issue list by Vote, or add the vote and its comment as columns.

Simplesat writes to RedmineUP at least five minutes after a response arrives, and again whenever the response changes. Writing feedback back, and mapping the fields has the details.

Ticket and customer details in Simplesat

Pull ticket details

Pull ticket details reads the ticket and its contact in RedmineUP, and adds these to the response:

  • the customer's name, email and company, and their RedmineUP contact ID

  • the ticket's source, as the ticket field source

It doesn't add a team member, so RedmineUP responses don't show an agent.

Like the integrations that write to RedmineUP, it runs at least five minutes after a response arrives, and again whenever the response changes.

Attribution: linking feedback to tickets, customers and agents explains how tickets, customers and team members connect on a response.

Follow-up issues in RedmineUP

Create issue after receiving feedback creates a private RedmineUP issue for the ratings you choose, as a sub-issue of the rated ticket. Its subject reads New sentiment feedback from customer name on survey survey name, for example New negative feedback from Ana Lopez on survey Support CSAT.

Before it can create issues, set these in its Field mapping. Each one holds update me until you do:

  • Project ID: the project's identifier, from the project's address. In https://yourcompany.redmineup.com/projects/customer-support/issues?tracker_id=3, it's customer-support.

  • Tracker ID: the tracker's number. In the same address, it's 3.

  • Status ID: the number of the status new issues start in. Go to Administration → Issue statuses and open the status. Its number is in the address.

The Field mapping also has fields such as the assignee and priority, which take RedmineUP IDs.

Then choose which ratings create an issue. Under When should this integration run?, choose Let me choose and turn on the ratings you want: positive, neutral and negative, each with or without a comment. To follow up on every unhappy customer, for example, turn on negative with and without a comment. Until you choose, it runs on every response from RedmineUP surveys.

Heads up: If a response changes, for example when the customer answers another question, a second issue is created.

Creating a follow-up ticket from feedback covers follow-ups in every tool.

Change the RedmineUP user or address

Simplesat doesn't check the connection after you connect. If the user's password changes or the user is locked in RedmineUP, the integrations stop, but the page still shows Authenticated with RedmineUP. So reconnect after that user's password changes, when you want to use a different user, or when your RedmineUP address changes:

  1. On the RedmineUP page, click Revoke access.

  2. Click Authenticate and connect again with the address, username and password.

  3. Click Activate integration on each integration you use. Reconnecting doesn't switch them back on, but it keeps their settings.

Troubleshooting

My RedmineUP responses don't show the customer

Check these:

  • Pull ticket details is active.

  • The survey is connected to RedmineUP, and the response came in with a ticket ID.

  • The ticket has a contact in RedmineUP.

  • Five minutes have passed since the response arrived.

The survey link opens a page that says "There's no rating to provide at this URL"

The link still had {%ticket.id%} in it when the customer clicked, so RedmineUP didn't fill in the ticket ID. Send the survey through the canned response in a ticket reply. Placeholders and merge fields explains how placeholders get filled in, in every tool.

A low rating didn't create an issue in RedmineUP

Check these:

  • Create issue after receiving feedback is active, and the survey and that rating are turned on under Let me choose.

  • Project ID, Tracker ID and Status ID in Field mapping hold real values, not update me.

  • The RedmineUP user you connected with can add issues to that project.

  • The survey is connected to RedmineUP, and the response came in with a ticket ID.

My RedmineUP integrations stopped working, but the page still says Authenticated with RedmineUP

Simplesat doesn't check the connection after you connect, so a changed password or a locked user in RedmineUP doesn't change what the page shows. Click Revoke access, then Authenticate with a current username and password, then Activate integration on each integration you use.

FAQ

Do I need to connect RedmineUP to send surveys?

No. The canned response works on its own. Connecting RedmineUP adds the vote, the customer details and follow-up issues.

Why don't my RedmineUP responses show an agent?

The survey link carries only the ticket ID, and Pull ticket details adds the customer but not the agent, so RedmineUP responses have no team member.

Can I connect a self-hosted Redmine with the RedmineUP Helpdesk plugin?

Yes. A self-hosted Redmine connects the same way as RedmineUP Cloud, as long as it:

  • runs RedmineUP's Helpdesk plugin, with the CRM plugin that Helpdesk needs

  • has its REST API turned on under Administration → Settings → API

  • answers over HTTPS at an address that can be reached from the internet

Enter that address in URL without https://, as in Connect RedmineUP above.

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