Frequently asked questions
What is Plumsail HelpDesk
Plumsail HelpDesk is a helpdesk and ticketing solution for Microsoft 365, SharePoint, and Teams. It allows you to manage support tickets, automate workflows, set SLAs, customize forms and provide customer self-service via web widget or Teams integration.
Find more information in the article: How Plumsail HelpDesk works
How is Plumsail HelpDesk licensed?
Licensing is subscription-based and depends on the number of agents (support staff) and comments. After purchasing, subscription is automatically assigned to your SharePoint domain.
Find more information in the article: Licensing details
Can I customize HelpDesk to match our internal processes?
Yes. HelpDesk supports customizing ticket/contact forms, widget forms, triggers, and automation via Power Automate and REST API.
See: Customize forms
Can HelpDesk be used within Microsoft Teams?
Yes. You can add HelpDesk as a tab in Teams for both agents and users, making ticket management possible directly in Teams.
How to automate tickets assignment?
You can configure HelpDesk triggers to assign tickets automatically. Tickets may be routed based on conditions such as category, subject, requester, skills, or weights, ensuring the right agent receives them without manual assignment. Check out the automation examples.
How do support requests become tickets?
Tickets are created automatically from email, submitted via a Web Widget, or you can have them created from third-party systems using the Power Automate connector or API.
How do I uninstall HelpDesk without losing my tickets?
You can uninstall Plumsail HelpDesk safely without losing existing tickets. Tickets are stored in SharePoint lists, so they remain unless explicitly deleted. Always back up important data before uninstalling.
Can I migrate tickets or other helpdesk data to another instance?
Yes. You can export existing lists (tickets, contacts, categories) and import them into a new HelpDesk instance. Field mapping may be required; please contact us at support@plumsail.com to discuss the migration procedure.
How do I add a holiday schedule or configure non-working days for SLAs
You can define business hours and holiday schedules to ensure SLA timers only count working time. This prevents violations during evenings, weekends, or holidays.
What happens if an agent is disabled?
Disabled agents cannot receive new ticket assignments. Existing tickets remain visible but must be reassigned to an active agent.
Can I reuse a contacts list across multiple HelpDesk instances?
Each HelpDesk instance manages its own contacts list. You can replicate or import contacts if you need them available across instances.
Does Plumsail HelpDesk support multiple languages?
Yes. Notifications, forms, and parts of the interface can be localized.
See: Localization
How do I back up or restore HelpDesk data?
All HelpDesk data is stored in SharePoint lists and libraries. You can use standard SharePoint backup and restore tools, or export and re-import lists if needed. For restoring the full HelpDesk instance with complete functionality, please contact us at support@plumsail.com for assistance.
Can I integrate HelpDesk with third-party systems?
Yes. HelpDesk integrates with many external tools via Power Automate, REST API, and connectors.