A typical Helpdesk can effectively perform several functions. It provides a single (or multiple) point of contact for users to gain assistance in troubleshooting, get answers to questions, and solve known problems. A Helpdesk generally manages its requests through the use of software, such as issue tracking systems. These systems often involve the use of a bug tracker. A tracker allows the Helpdesk to track and sort user requests with the help of a unique number, and it can frequently classify problems by user, computer program, or custom-defined categories. There are many software products available to support the Helpdesk function. Some target the enterprise-level Helpdesk and some target departmental needs.
Redmine can also be used as a Helpdesk application, out of the box, and due to its flexibility in nature, it can serve one or several functions of a standard web-based Helpdesk. It can be used as a Helpdesk app standalone or as a separate project...