SharePoint Experts Blog

Posts Tagged 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

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 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.

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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

New flexible plans for HelpDesk

A new year is always a good opportunity for big changes. That’s why Plumsail HelpDesk is performing a new store with new flexible plans for Office 365. There are three options to fit every need: Jet boat, Yacht and Ocean Liner. Small and medium companies will be interested in more affordable plans, while enterprise customers will still be able to use HelpDesk without limits. We hope that everyone will find the best plan to build superb support.

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It’s important to notice that all plans have the same features, the only difference is in a number of agents and comments. If you ran out of comments in this month, there is no need to worry as you can always buy additional 500 comments.

If you are already using HelpDesk, we deeply appreciate your loyalty, so absolutely nothing is changing for you. You will continue using HelpDesk without limits with the same pricing.
We’d be glad to answer any questions, drop us a line at support@plumsail.com.

Posted in: HelpDesk, Products

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