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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

Call Rest Service via SharePoint Designer or Out of the box workflows vs Plumsail Actions Pack

Probably you are familiar that using SharePoint Designer you can consume SharePoint REST API.

The API is very flexible and allows you to manipulate items, lists and almost every aspect of SharePoint. On the Internet, you can find many articles describing how to use it and how to correctly configure the workflow.

In most cases this will be very simple use cases, I suppose this is because the complexity of the workflow increasing dramatically with number or required requests and processing data.

We are in Plumsail try to simplify things, that is why we added “Get Items by Query” workflow action.

 

Let’s have a look at the following article: Call HTTP Web Service Using SharePoint Designer 2013 (SPD)

A guy describes how to create a simple workflow which gets items from a list and log a Title of each item to the history list.

I reproduced the case and it takes almost half of an hour to create it.

Get Items via REST Service out of the box

 

After that, I installed Workflow Actions Pack and I created the same use case but using actions from Workflow Actions Pack. Of course, it took just 5 mins and the final workflow looks more clear for anyone who has to maintain it in the future.

Get Items via REST API SharePoint Workflow

 

Now let’s imagine that you need to implement more complex workflow, indeed in a production environment, I saw workflows which take 3-5 pages and it’s hard to understand their logic and I do not mention that consultant that creates it costs a lot of money.  Using Actions Pack you can save your time and your money. Moreover, Workflow Actions Pack allows you to get data from another site or even tenant, it opens new possibilities comparing with OOB workflows. 

As a conclusion, I would like to say: – “Do a smart investment!”. The product has a really good ROI.

 

Posted in: Products

New version of Workflow Actions Pack for Office365

I’m happy to announce that new version of Workflow Actions Pack for Office365 is ready.

We have fixed a few bugs and added lot new actions, please find the list below:

 

Workflow Actions Pack it is a no-code solution that contains more than hundred workflow actions for SharePoint Designer.

Using it you can create complex workflows to automate your business processes.
The full list of workflow actions you can find in Documentation.

 

 

 

 

Posted in: Products, Workflow Actions Pack

How to configure assigning based on forwarding address

In this article, I will show you how you can configure assigning based on forwarding address. In Plumsail HelpDesk for Office 365 and SharePoint 2013/2016, you are able to create multiple help desk instances and configure forwarding for every mailbox you have. But what if you want to keep all tickets from several mailboxes in one place but treat them differently?

Read more…

Posted in: HelpDesk, Products

How to track time spent to solve the ticket

Knowing how much time was spent on solving some cases is a great help for improving your customer service. And it goes without saying that if profitability is on the top of your priorities, tracking time is a must. So, in this tip, I will show you how can you configure time tracking in the tickets in Plumsail HelpDesk for SharePoint 2013/2016 and Office 365. We will configure the view like on the screenshot below where billed hours will be counted for each agent, client, and task. Let’s get to the hearts of the matter!

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Read more…

Posted in: HelpDesk, Products

How to configure periodic notifications on overdue tickets in Plumsail HelpDesk for SharePoint Online with Microsoft Flow

We continue exploring capabilities of Microsoft Flow service, and today I’d like to show how easily you can configure periodic notifications about overdue tickets in Plumsail HelpDesk for SharePoint 2016 and Office 365. When you have only one ticket, you can afford some thoughtful answering. But during a rush hour, it’s so simple to miss something. For that, you can configure notification when your tickets have become overdue.

Read more…

Posted in: HelpDesk, Products

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