SharePoint Experts Blog

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

Org Chart tip: How to navigate to box using URL parameters

In this quick tip I will describe how to navigate to specific box in your org chart using URL parameter. It may be useful if you want to place link to specific box to other page. For example, you can use it to open org chart starting from manager of specific department. Some of our customers use this approach to add link to employees search results. Thus, you can navigate to person in org chart directly from search results.

This works in Org Chart for SharePoint 2013 / 2016 and in Org Chart for Office 365.

In my case Org Chart web part is located here:
htts://plumsail.sharepoint.com/orgchart.aspx

I want to be able to navigate to specific box using URL like this: 
htts://plumsail.sharepoint.com/orgchart.aspx?boxID=account@plumsail.com

Read more…

Posted in: Org Chart

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?

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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!

2017-02-01_12-28-49

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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

Agent collision: how to detect it

It’s very common scenario for any system when two agents working on the same ticket without knowing about actions of each other. That’s annoying situation called collision. In Plumsail HelpDesk for SharePoint and Office 365, we have a solution how to avoid agent collision.

There are a lot of things which can happen to ticket since it has been created — someone added a comment or even it can be assigned to an agent. Autorefresh is taking care about this and allows you to keep up with ticket’s updates. 

When a ticket has been assigned to somebody, an agent gets a notification displayed at the top of the ticket. This helps prevent agents from trying to make updates to the same ticket at the same time and avoid the collision.2016-12-30_13-49-40

This feature is available for all plans for free. Stay productive!  

Posted in: HelpDesk

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