Plumsail HelpDesk

Plumsail HelpDesk is a ticket management system designed to streamline and optimize the support process for small, medium, and enterprise companies. According to the vendor, HelpDesk is used by professionals in IT support, customer service, human resources, facilities management, and education across various industries.

Key Features

Efficient Interface: According to the vendor, Plumsail HelpDesk offers an interface tailored for efficiency, with familiar SharePoint menus and global navigation for easy switching between HelpDesk modules.

Ticket Management: HelpDesk allows users to create public and private ticket views, assign tickets to individuals or groups, and classify tickets using tags and categories. The vendor claims that pre-defined or custom views can be used to filter tickets for efficient ticket management.

Ticket Details: According to the vendor, Plumsail HelpDesk conveniently displays all essential ticket information on a single page. Users can track ticket updates and interactions, view customer profiles and messages, and assign tickets to specific individuals or groups for collaboration.

Help Desk Widget: Plumsail HelpDesk offers a customizable widget for providing support on public sites. External users can submit tickets with attachments, and the vendor states that the widget has a mobile-friendly view for seamless ticket submission.

Ticket Reports: The vendor claims that HelpDesk provides comprehensive ticket reports, allowing users to gain insights into support team performance. Ticket data can be analyzed in Excel using the export feature.

Email Integration: According to the vendor, Plumsail HelpDesk seamlessly integrates with email communication. E-mail messages are automatically converted into tickets and comments, and tasks can be automated using triggers and schedules. HelpDesk can also be customized and extended using Power Automate.

Agent Efficiency: The vendor states that Plumsail HelpDesk allows users to create a knowledge base for common questions, mark tickets as read or unread, detect agent collision to avoid duplicate replies, and prioritize tasks with the overdue ticket indication feature.

Email Management: According to the vendor, users can reply to tickets directly from their mailbox, view and manage requester information from the ticket, and personalize ticket replies with unique agent signatures. Copying and pasting images directly into ticket replies, as well as attaching files, is also supported.

Automation: The vendor claims that Plumsail HelpDesk offers automation capabilities, allowing users to automate repetitive tasks and streamline support workflows. Triggers based on ticket properties can be set up to assign tickets automatically, send notifications, and create repeating workflows. Integration with Microsoft Flow and SharePoint workflows is also available.

Reporting: Plumsail HelpDesk provides built-in charts for an overview of the HelpDesk and agent performance. According to the vendor, users can perform customer analysis to identify top requesters and overdue tickets, enabling data-driven decision making and support process improvement.