SharePoint Experts Blog

Archive for July, 2016

Quick tip: How to create a new chart for help desk reports in SharePoint

This article will describe how to create a new chart for help desk reports. Creating a chart is still one of the best ways to present information in a clear manner. So, colorful and informative chart worth a thousand words and sheets with numbers. In Plumsail HelpDesk for SharePoint 2013 and Office 365, you can create a chart with the help of Dashboard Designer. Here is step-by-step instruction how to do that.

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Posted in: Dashboard Designer, HelpDesk

Quick tip: How to export tickets to Excel

Todays tip will describe how to export tickets to Exсel in Plumsail HelpDesk for SharePoint 2013 and Office 365. Even though you can create different custom views in Plumsail HelpDesk to perform data analysis, you can always build your own analytics and reports in Excel in a more common way. 

Here is how you can do that!

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Posted in: HelpDesk

Quick tip: How to create a new view in SharePoint help desk

In this tip, I’d like to show you how to create a new view in Plumsail HelpDesk for SharePoint 2013 and Office 365. Let’s say you want to customize the way tickets are shown to you by filtering out unnecessary fields – this is exactly what SP views are for. Starting from the basics, let’s define what a view is. Views give us an opportunity to organize work with SharePoint list and sort data in an easy-to-find way. You don’t have to dig through dozen of items to find a needed one, just create your own view which will show the most important items to you. Here is how we will do it!

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Posted in: HelpDesk

Quick tip: How to assign ticket to multiple agents in SharePoint help desk

Todays tip describes how to create SharePoint group and how to assign the ticket to that group in Plumsail HelpDesk for SharePoint 2013 and Office 365. Generally, SharePoint group is a pool of SharePoint users with the same permission level. Usually, people in the group do similar tasks and arranging them into the groups makes work with tickets much more comfortable.

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Posted in: HelpDesk, Products

Quick tip: How to find the internal name of SharePoint column

This short tip is about getting internal names of columns in Plumsail HelpDesk for SharePoint 2013 and Office 365. Internal names are used to get field value and can be used in trigger conditions, message templates or workflows

First of all, let’s figure out what is the Internal Name and the Display Name.  Read more…

Posted in: HelpDesk

Quick tip: How to add a new column to tickets list and form in Sharepoint help desk

In this tip, I’d like to show you how easy it is to customize ticket form in Plumsail HelpDesk in Office 365 and SharePoint 2013 with adding new columns to it. Tickets are stored in regular SharePoint list, so you can modify them in different ways. Adding columns is on of this ways.

Custom columns are extremely helpful if you want to receive more information about support issues or simply about your organization. The most commonly used columns are already placed in the list but if you want something unique and special, you are able to create it. 

For example, here’s how you can add Order Number field to the ticket form.

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Posted in: HelpDesk

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