Getting Started

• How Plumsail HelpDesk works
• HelpDesk installation
• Quick HelpDesk configuration
• Frequently asked questions
• Resources

Configuration guide

• Email settings
• Triggers
• Web widget
• Tab for Microsoft Teams
• Customize widget forms
• Customize ticket and contact forms
• Customer satisfaction survey (CSAT)
• Scheduling tasks and reminders
• Business hours and holidays
• SLA policy
• Localization
• Appearance settings
• Color theme
• Customize ticket statuses
• Reports customization
• Ticket numbering customization
• Update HelpDesk
• Uninstall HelpDesk

User guide

• Home page
• Ticket management
• Ticket search
• Knowledge base
• All tickets
• Contacts
• My contact
• Reports
• Canned responses
• Ticket merging
• Ticket splitting
• SLA policies

General

• Version history
• Data protection and security
• Data center location
• Licensing details
• Billing and subscription management
• Support plans
• Status page

Power Automate (Microsoft Flow) and Public API

• Power Automate (Microsoft Flow) connector
• Public REST API

How to

• Notifications
• Automations
• SLA
• Ticket management
• Custom charts and views
• Advanced

Documentation › How to

• Notifications
  • Customize email message template
  • Add new email notifications
  • Send notifications to Microsoft Teams
• Automations
  • Automatically evenly assign tickets to agents
  • Skill-based ticket assignment
  • Assign tickets based on weights
  • Assign ticket to first agent who replies
  • Assign ticket to multiple agents
  • Assign ticket to specific person
  • Assign ticket based on forwarding address
  • Detect changes made by others
  • Edit ticket’s properties from mailbox
  • Reassign ticket from disabled user
  • Start a workflow with a trigger
  • Close tickets if customer hasn't replied
  • Create a new ticket in HelpDesk from a Twitter mention
  • Submit tickets from an online form with the help of Power Automate (Microsoft Flow)
  • Import Microsoft 365 users into contacts list
  • Use SharePoint HelpDesk with Microsoft Teams for employee onboarding
  • How to forward a ticket from one HelpDesk instance to another
• SLA
  • Set business hours and holidays
  • Escalate ticket if an agent didn’t reply in time
  • Notify agent or manager when SLA is failed
  • Create cascading SLAs
• Ticket management
  • Detect agent collision
  • Bulk edit tickets
  • Export tickets to Excel
  • Import tickets into HelpDesk
  • Add quick actions to the context menu of tickets in SharePoint HelpDesk
  • Filter ticket statuses
  • Custom ticket category
• Custom charts and views
  • Create a new view
  • Create a new chart
• Advanced
  • Create multiple HelpDesks for different departments and different mailboxes
  • Asset management
  • Track time spent to solve the ticket
  • Send SMS notifications from help desk with Power Automate (Microsoft Flow) and Twilio
  • Find the internal name of SharePoint column
  • Manage permissions for SharePoint HelpDesk
  • Analyze HelpDesk tickets in Power BI