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Archive for HelpDesk

Major improvements in Plumsail HelpDesk

We have been working untiringly on some major updates in Plumsail HelpDesk and we think that you will love it! So, what’s new?

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New triggers and scheduler
We pretty much rebuilt our triggers from scratch and now they are even faster and user-friendly. It applies to the scheduler as well. Now you can send emails, start workflows and set ticket fields there.

Widget for internal users
Let’s say that you want to have internal communication channel for users in your service desk but you don’t want them to see all tickets that you are operating. How can they easily manage, track and resolve issues? The solution is quite simple — Plumsail HelpDesk widget. With the widget, you can provide a UI for internal users without giving them access to all tickets. Providing an intuitive user experience that empowers your users by making it easy for them to get service, support, and information no matter where they are. The widget can become your service desk with remote control capabilities to help you resolve issues without initiating a desk-side visit.

And other minor bug fixes and performance optimizations.

Don’t hesitate and check the new version of Plumsail HelpDesk.

Posted in: HelpDesk, Products

How to configure notifications about new tickets in Microsoft Teams and Slack

Services like Slack and Microsoft Teams dramatically changed the way teams are communicating. To make your work even faster and efficient, you can configure notifications about new tickets from Plumsail HelpDesk for Microsoft Teams and Slack. So, every time a new ticket comes to your HelpDesk, you will get a nice reminder about it in your channel.

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Posted in: HelpDesk

Quick tip: How to create multiple help desks for different departments and configure them with different inboxes

Probably, most companies need different e-mails for each department, that’s why in this tip I will show you how to create multiple help desks and configure them with different inboxes in Plumsail HelpDesk.

Let’s say that you have several departments — R&D, HR, and Support. Each of them has unique practices, different e-mail boxes and you want to separate them one from another. Configuring is effortless, first of all, we need to create a subsite for each department and then install help desk there.  

Note that licensing of Plumsail HelpDesk allows you to install any amount of help desks within one web domain in Office 365 and one server on-premises. Due to it, we can create a separate mailbox for every department, give different permission levels to users and configure an e-mail notification according to needs of a department.

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Posted in: HelpDesk, Products