--- title: Plumsail HelpDesk Reviews meta_title: 'Plumsail HelpDesk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 18 reviews by the users' company size, role or industry to find out how Plumsail HelpDesk works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 18 scale: '5' date_modified: '2026-06-24' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Plumsail HelpDesk Reviews **Vendor:** Plumsail **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 18 ## About Plumsail HelpDesk Plumsail HelpDesk is a ready-made tool for SharePoint that helps you to make your customers happy with quick and efficient support. If you’re looking for out-of-box functionality, user-friendly interface and simple set up, that’s it! ## Plumsail HelpDesk Pros & Cons **What users like:** - Users find Plumsail HelpDesk's **ease of use** enhances productivity and facilitates quick onboarding for staff. (3 reviews) - Users find the **easy setup** of Plumsail HelpDesk to be intuitive and swift, enhancing their experience. (2 reviews) - Users value the **seamless integrations** of Plumsail HelpDesk, enhancing their workflows with SharePoint and Power BI. (2 reviews) - Users value the **view customization flexibility** in Plumsail HelpDesk, enhancing their overall user experience significantly. (1 reviews) - Users appreciate the **flexibility** of Plumsail HelpDesk, enhancing ticket management and customization for their needs. (1 reviews) - Intuitive (1 reviews) - Simple Use (1 reviews) - Tracking Ease (1 reviews) - User Interface (1 reviews) - Visibility (1 reviews) **What users dislike:** - Users express frustration over the **lack of centralized management** for Plumsail HelpDesk sites, requiring individual access to each site. (1 reviews) - Users face **formatting issues** like slow status updates and clunky manual agent assignments, impacting overall efficiency. (1 reviews) - Users find it frustrating that Plumsail HelpDesk lacks **custom date range options** for report generation. (1 reviews) - Users experience **time delays** with status updates and manual agent assignments, affecting workflow efficiency. (1 reviews) - Users face **update issues** that can slow status changes and complicate manual agent assignments in Plumsail HelpDesk. (1 reviews) ## Plumsail HelpDesk Reviews ### 1. Simple, SharePoint-native Helpdesk that’s fast to configure and easy to maintain **Rating:** 4.5/5.0 stars **Reviewed by:** Noralf G. | Chief Digital Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Plumsail HelpDesk?** The best thing with Plumsail HelpDesk is the simplicity and the fact that it is an integrated part of SharePoint from the user perspective. For us as a small support team it is important to handle support tickets with good performance at a very reasonable cost. When the implementation, setup and onboarding of users is done in virtually minutes it was a no-brainer for us to go for Plumsail. The system is a "no-frills" tool fitting very well for us, which do not need advanced features and a complicated system. Still there are APIs available (we have integrated with our LIMS (Laboratory Information Management System) so we can generate tickets directly from there, bringing with us relevant metadata from the context in LIMS without the user needing to manually add that. The only thing we feel is a bit cumbersome is the updates, which have required manually steps. But maybe that's also fixed now, as the latest update we did was done directly from the admin section. If you need a ticketing system that is easy to setup and maintain at a reasonable cost, you should give Plumsail a try. Are we missing something? In these AI-times some simple AI features for example for generating FAQs and simple reports automatically would have been useful. **What do you dislike about Plumsail HelpDesk?** When we need support, the response tend to be slower than we feel reasonable - here the Plumsail team can improve. **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Plumsail HelpDesk solves our need for a support ticketing system, efficiently and at a low cost for our support team. After implementing the system, we have achieved a much better structured handling of support requests and our users are satisfied with how we manage to support them in the daily work. ### 2. Plumsail HelpDesk: Intuitive, Easy Setup, and Powerful **Rating:** 5.0/5.0 stars **Reviewed by:** Joel N. | Director of Technology Services, Small-Business (50 or fewer emp.) **Reviewed Date:** February 05, 2026 **What do you like best about Plumsail HelpDesk?** It is very intuitive, easy to set up and easy to use. It is also powerful in terms of what it can do. **What do you dislike about Plumsail HelpDesk?** I haven't found a way to manage all of my Plumsail HelpDesk sites from one location. I need to go into each of the SharePoint sites. **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Plumsail HelpDesk helps our small, scrappy IT team easily manage tickets as they come in. It helps us avoid redundant effort and time spent and track how long it takes to get things fixed. ### 3. Great product value! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2025 **What do you like best about Plumsail HelpDesk?** - Ticket system fundamental simplicity - View customization flexibility - Seamless Azure integration for orchestration - Internal web-widget features for improved ticket state visibility - Swift setup process - Straight forward customer feedback for internal IT progress milestones **What do you dislike about Plumsail HelpDesk?** - Status updates are slow to update (likely more of a SharePoint dependency during SMTP close out) - Manual agent assignment is clunky as it must be adjusted using SharePoint grid view or otherwise updated within the ticket (building out solid auto assignment would greatly reduce this though of course) - Installer wizard had minor hiccups but the support team was responsive **Note much of this could be the limitations of SharePoint but overall Plumsail works quite well** **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Integration with the Azure suite provides great flexibility in providing unique solutions as well as orchestrating admin processes. ### 4. Simple to Use and Integrates Smoothly with SharePoint **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2026 **What do you like best about Plumsail HelpDesk?** Simple to use. Integrates into SharePoint. Staff get the hang of it very quickly. Data easy to surface in Power BI for reporting. **What do you dislike about Plumsail HelpDesk?** Can't set our own date ranges for the reports. **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Helpdesk enables us to stay on top of IT issues and track any trends. Reporting of KPIs to senior leadership. ### 5. Runs Smoothly in a SharePoint Environment **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** March 13, 2026 **What do you like best about Plumsail HelpDesk?** It runs in a SharePoint environment. Ease of interagration. **What do you dislike about Plumsail HelpDesk?** The update process can sometimes require additional troubleshooting. **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Track requests. Data source for KPI ### 6. Extremely helpful tool to manage SharePoint tickets. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Small-Business (50 or fewer emp.) **Reviewed Date:** July 26, 2023 **What do you like best about Plumsail HelpDesk?** We implemented this tool in 2021 and the setup is very smooth. Plumsail team was super helpful in implementing the tool. since then we haven't really felt the requirement for another ticketing tool. **What do you dislike about Plumsail HelpDesk?** Our team faced some issues with the tool, in the beginning but that was aslo because of our inexperience with sharepoint. Apart from that, we haven't faced any issue as such. **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Plumsail is a sharepoint based helpdesk tool which allowed us to integrate it easily within our existing sharepoint environment. It has also helped us in resolving issues within our organization fast and efficiently. ### 7. Best automated helpdesk for growing organisations **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** July 19, 2023 **What do you like best about Plumsail HelpDesk?** The analytics module help to get insights out of data and make improvements in the process. Agents chat support tool is smooth. **What do you dislike about Plumsail HelpDesk?** User interface and user experience can be improved **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Customer service - where solving the customer problems within TAT is what is really benefiting us. ### 8. So far so good **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Small-Business (50 or fewer emp.) **Reviewed Date:** July 19, 2023 **What do you like best about Plumsail HelpDesk?** It seems generally easy for most users to navigate not much guessing where things are. **What do you dislike about Plumsail HelpDesk?** No live chat support feature which is my go to option for support. **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Office 365 integration and support for sharepoint ### 9. Agent productivity improved and resolution TAT achieved **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** July 19, 2023 **What do you like best about Plumsail HelpDesk?** The amazing communication and reminder system to track each abd every service and issue tickets **What do you dislike about Plumsail HelpDesk?** The manager and admin console can be improved **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Resolution TAT and tracking of all tickets ### 10. Very good value for the price **Rating:** 4.5/5.0 stars **Reviewed by:** Marco B. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2023 **What do you like best about Plumsail HelpDesk?** Very good integration with sharepoint and 365 automation tools, it provides all the most useful features a ticket management tool must have. Very good and friendly support team **What do you dislike about Plumsail HelpDesk?** No particular downside experienced so far **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Managing ticket queues and analyzing most frequent requests and issues ### 11. Easy to keep track of tickets **Rating:** 3.5/5.0 stars **Reviewed by:** Frank L. | Personal Trainer, Group Trainer, Enterprise (> 1000 emp.) **Reviewed Date:** February 15, 2018 **What do you like best about Plumsail HelpDesk?** All open tickets can be viewed and accessed easily. Allows for easy tracking. **What do you dislike about Plumsail HelpDesk?** The software can be cpu intensive and cause other programs to run more slowly. **Recommendations to others considering Plumsail HelpDesk:** Make navigation easier **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Plumsail HelpDesk helps me to manage all of my office technical issue tickets in one place. It makes me more organized and helps me keep track of all tickets. ### 12. Plumsail Experience **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2022 **What do you like best about Plumsail HelpDesk?** Plumsail offered a lot of customization and was relatively inexpensive for what you get. The reporting was satisfactory and gave us actionable data. Overall, it provides a cost-effective ticketing system for someone who has Sharepoint access. **What do you dislike about Plumsail HelpDesk?** Customer support is based in Europe, so any responses would be sent in the middle of the night, which made it hard to troubleshoot certain items. Customizing the reports could be a little more user-friendly, as it requires a relatively advanced understanding of coding currently. **What problems is Plumsail HelpDesk solving and how is that benefiting you?** We did not have an in-house ticketing system for our IT department. It is a financially cost-effective solution. It enabled us to respond to IT-related issues quickly and effectively. ### 13. Great for assigning and keeping track work **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah J. | Digital Accounts Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2020 **What do you like best about Plumsail HelpDesk?** I like how I can assign tickets to users, and that I am able to add tags. This way, later if I am looking for something, I can search by assignee, or with my tags on the ticket. **What do you dislike about Plumsail HelpDesk?** Setting up triggers can be difficult, but if you reach out to support, they should be able to guide you in the right direction. **Recommendations to others considering Plumsail HelpDesk:** One of the best things about Plumsail HelpDesk is the support. They can guide you and give you support with any question you may have. **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Prior to using help desk, we would work out of email to complete tasks. Now that we have Plumsail, all of each members corresponding tickets can be found on their dashboard, without having to sift through their emails. It is also helpful because you can set due dates and priority in the HelpDesk. ### 14. Plumsail review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** August 26, 2021 **What do you like best about Plumsail HelpDesk?** Easy to setup, we can trace tickets easily also tag the tickets based on the priority **What do you dislike about Plumsail HelpDesk?** Trigger configuration is bit challenging **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Ticket related issues and it is very useful for managing ticket ### 15. Really solid HelpDesk platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** September 19, 2020 **What do you like best about Plumsail HelpDesk?** Ease of setup and integration; plugs right into SharePoint with minimal time to get up and running **What do you dislike about Plumsail HelpDesk?** The billing/support portal is less than ideal **What problems is Plumsail HelpDesk solving and how is that benefiting you?** To automate the intake and tracking of our helpdesk tickets ### 16. Easy to track tasks **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah J. | Digital Accounts Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** April 14, 2020 **What do you like best about Plumsail HelpDesk?** Task management. Can create and assign tickets. Easily traceable tickets through tags, priority and due date. **What do you dislike about Plumsail HelpDesk?** Setting up triggers can be challenging at times. **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Task management and can show clients an audit of their requests if they ever ask for it. ### 17. Plumsail HelpDesk really can help you **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** June 12, 2018 **What do you like best about Plumsail HelpDesk?** Easy to use and to configure. Ready to use in minutes. Fast to learn and to teach. It works as we expected **What do you dislike about Plumsail HelpDesk?** At the moment nothing to really dislike. **What problems is Plumsail HelpDesk solving and how is that benefiting you?** With Plumsail helpdesk we manage all customers requests. Every requests (or problem, or incident) are immediately registered and all technicians can views and manage them. All people involved are constantly updated about requests progress. Plumsail helpdesk helped us to stop FIFO management ### 18. Plumsail Helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Small-Business (50 or fewer emp.) **Reviewed Date:** June 15, 2018 **What do you like best about Plumsail HelpDesk?** I like that it makes it easy for people to tell IT that there are problems. **What do you dislike about Plumsail HelpDesk?** I dislike that sometimes there can be a lag time between the request and when someone is able to get to it **What problems is Plumsail HelpDesk solving and how is that benefiting you?** Business problems have been able to be solved by getting everyone the IT help they need quickly. Before, Time would be wasted when people couldn’t keep working. ## Plumsail HelpDesk Discussions - [How do you make a HelpDesk App in 8 hours with Powerapps?](https://www.g2.com/discussions/how-do-you-make-a-helpdesk-app-in-8-hours-with-powerapps) - [How do I create a help desk in SharePoint online?](https://www.g2.com/discussions/how-do-i-create-a-help-desk-in-sharepoint-online) - [Does Office 365 have a ticketing system?](https://www.g2.com/discussions/plumsail-helpdesk-does-office-365-have-a-ticketing-system) - [View Plumsail HelpDesk pricing details and edition comparison](https://www.g2.com/products/plumsail-helpdesk/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-27+15%3A29%3A59+-0500&secure%5Bsession_id%5D=058f454d-1691-49e2-9629-7cb333a83b5a&secure%5Btoken%5D=cb2ce6a1b107a1e5928662f0c311991b0da6765b7ccfb0292b50dcb0fd678976&format=llm_user) ## Plumsail HelpDesk Integrations - [Microsoft Fabric](https://www.g2.com/products/microsoft-fabric/reviews) - [Microsoft Power Automate](https://www.g2.com/products/microsoft-power-automate/reviews) - [Microsoft SharePoint](https://www.g2.com/products/microsoft-sharepoint/reviews) ## Plumsail HelpDesk Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Plumsail HelpDesk Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,672 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (961 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,628 reviews)