Updated ticket forms in HelpDesk for Microsoft 365 and SharePoint Online

We're thrilled to share a new slim look and handy features that the latest release brought to the ticket forms in Plumsail HelpDesk for Microsoft 365 and SharePoint Online.

In this post, we'll walk through the list of new elements and features that hopefully will smooth your experience with SharePoint HelpDesk. This is how the ticket form looks now (behavior enhancements are not reflected in the picture):

Let's take a closer look at new appearance and behavior:

• Edit ticket form opens by default
• Private notes are yellow filled
• Light editor for ticket replies
• More enhancements
• Upgrade help desk for Microsoft 365 and SharePoint Online
• Install help desk for Microsoft 365 and SharePoint Online

Edit ticket form opens by default

Now when you open the ticket, the edit form appears by default, and you can type in your comments immediately. The update is supposed to save agents time as it frees them from having to make extra clicks to get into edit form.

Private notes are yellow filled

Quickly identify private notes among other messages. Now they are yellow-filled for your convenience. Moreover, when you switch the editor to the Private note mode, it also gets fully yellow-filled. The feature is helpful for agents who always feel worried about sending private notes to customers somehow by mistake.

Light editor for ticket replies

Handling ticket replies, you most likely use all the same functionality of the editor and hardly use all the features of the rich text. An updated light editor for ticket replies includes all essential features such as:

• Automatic bullets and numbering. Just type a dash or a number to start the list.
• Support of quotes and code blocks.
• Support inserting images either on Ctrl+V or by uploading through the dialog.
• Support resizing images by just dragging the corner.
• Only essential formatting for pasted parts. With no need to clean and brush the pasted text up. It will look nice with all the significant parts such as tables and links kept.
• Support of hotkeys.

More enhancements

New ticket forms are full of minor enhancements we hope you will find pleasant and convenient to use. Here are a few more:

• Independent scrolls and save buttons for discussion and properties areas. Now when you scroll up and down the discussion area, you can still see all properties on the right side. Also, you can separately update the ticket properties and scroll down them.
• Automatically created avatars. If the requester doesn't have a profile photo yet, the colorful avatar with their initials will be created automatically.
• Image zoom on a click. Now you can simply click on the image in the ticket to see it full-sized.

Upgrade help desk for Microsoft 365 and SharePoint Online

To get new ticket forms on your HelpDesk in SharePoint Online, launch the upgrade manager.

Install help desk for Microsoft 365 and SharePoint Online

If you're new to the Plumsail HelpDesk for SharePoint Online in Microsoft 365, try it for free.

For installation, download a wizard and follow the instructions.

If you have any questions, contact us at support@plumsail.com