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Plumsail HelpDesk has proven to be an invaluable tool for small to medium-sized businesses with limited resources for customer service. …
Overview
What is 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...
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Product Details
- About
- Tech Details
What is 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.
Plumsail HelpDesk Features
- Supported: Ticket Management
- Supported: Activity Dashboard
- Supported: Alerts/Escalation
- Supported: Automated Routing
- Supported: Customer Database
- Supported: Email Management
- Supported: Interaction Tracking
- Supported: Knowledge Base Management
- Supported: Macros/Templated Responses
- Supported: Multi-Channel Communication
- Supported: Prioritization
- Supported: Reporting/Analytics
- Supported: Service Level Agreement (SLA) Management
- Supported: Social Media Integration
- Supported: Third Party Integrations
- Supported: Workflow Configuration
Plumsail HelpDesk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based |
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- Business Problems Solved
- Pros
- Cons
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.
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.
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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.
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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.
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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.