Name: Plumsail HelpDesk
Author: Plumsail

Help Desk

Web and Video Conferencing

Customer Support

AI Chatbot

Development

Attendance Tracking

Career Center

Education

Association Management

Business Intelligence (BI)

Case Management

Collaboration

File Sharing

File Sync

Objectives and Key Results (OKR)

Office Suites

Unified Communications as a Service (UCaaS)

Enterprise

Accounting

FinTech

Online Trading

SaaS Spend Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Performance Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Asset Tokenization

Business Internet Service Providers (ISPs)

Cloud Storage

Container Management

Debugging

Disaster Recovery as a Service (DRaaS)

Dynamic Application Security Testing (DAST)

Fraud Detection

In-Memory Databases

Incident Response

Integrated Development Environment (IDE)

Integration Platform as a Service (iPaaS)

Intranet

Managed Private Cloud

Managed Security Service

Modular Storage Area Network (SAN)

Network Function Virtualization (NFV)

Network Performance Monitoring

Runtime Application Self-Protection

SSL Certificate

Secure Web Gateway

Threat Hunting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Marketing Automation

Personalization Engines

Product Management

Sales and Marketing Automation

Social Media Management

Survey & Forms Building

Technology Review

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Forecasting

Sales Pipeline

Sales

Microsegmentation

Security Information and Event Management (SIEM)

Security

Automotive

Building Information Modeling (BIM)

Catering

Law Practice Management

Legal Research

Tour Operator

Vertical-Specific

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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.

Integration with SharePoint and Office 365: Many users have found the integration with SharePoint and Office 365 automation tools to be excellent, providing all the necessary features for a ticket management tool. This seamless integration has allowed users to easily manage their tickets within familiar platforms.

Friendly and helpful support team: Users appreciate the friendly and helpful support team of Plumsail HelpDesk. They have reported receiving prompt assistance whenever they encountered any issues or had questions about the software. This level of customer support has contributed positively to their overall experience.

Easy ticket tracking and management: Several reviewers have mentioned that it is easy to track tickets in Plumsail HelpDesk, allowing for efficient management. Users are able to view and access all open tickets effortlessly, enabling them to stay organized and prioritize tasks effectively.

1. Performance Impact: Some users have reported that Plumsail HelpDesk can be CPU intensive and cause other programs to run more slowly, potentially impacting system performance.

2. Licensing Process: Several reviewers have expressed difficulty in licensing the software without going through their parent company for billing. Simplifying the licensing process and allowing direct billing could improve user experience.

3. Signature Management Complexity: Users have found the signature management in Plumsail HelpDesk to be complex, suggesting that a simpler signature management system would be beneficial for organizations using this software.

Plumsail HelpDesk has proven to be an invaluable tool for small to medium-sized businesses with limited resources for customer service. Users have reported that the software allows them to manage all technical issue tickets in one place, greatly improving organization and tracking. With a shared inbox feature, teams can efficiently respond to IT-related issues, resulting in enhanced overall efficiency. The ability to set due dates and priorities within the HelpDesk has automated task management, ensuring that requests are addressed promptly and efficiently. This streamlined process has solved the business problem of wasted time by providing everyone with the IT help they need quickly. Additionally, Plumsail HelpDesk offers transparency and accountability to clients by providing an audit trail of their requests. Technicians benefit from immediate registration and access to all requests, problems, and incidents, leading to improved collaboration and workflow. Users have also praised the constant updates on request progress, keeping everyone involved informed. Overall, Plumsail HelpDesk has allowed businesses to transition from a traditional FIFO ticket management system, resulting in increased efficiency and productivity.

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Plumsail HelpDesk

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Plumsail

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

Plumsail HelpDesk

Overview

What is Plumsail HelpDesk?