SharePoint Experts Blog

Posts Tagged SharePoint 2013

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!

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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

Quick tip: How to edit ticket’s properties from mailbox

Can you imagine that you can work with Plumsail HelpDesk for Office 365 from your mailbox? It goes without saying that you can respond to tickets and all your replies will be transformed into comments. But as well as responding to tickets, you can update some ticket’s properties.

In this tip, I will show you how assignee can change ticket’s status, resolve it or update its priority straight from the mail.

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Posted in: HelpDesk, Products

How to send SMS notifications from help desk with Microsoft Flow and Twilio

Maybe you have already heard about Microsoft Flow, service for creation automated workflows between different apps and services. Since now you can connect SharePoint to a lot of external services, so you can do with Plumsail HelpDesk for Sharepoint 2013/2016 and Office 365. Let’s connect HelpDesk to Twilio. In this use case, an agent will get SMS every time when a ticket has been assigned to him or her.

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Posted in: HelpDesk, Products

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