Plumsail HelpDesk Reviews & Product Details

Relatively easy to get started with. It is clear and affordable, and I think it works well for what I need. Review collected by and hosted on G2.com.

Translations should have been easier, as many of them become quite strange in Norwegian. Reminders are also experienced as demanding to set up and use. I also miss suggestions for AI features or support around the solution itself. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

When we need support, the response tend to be slower than we feel reasonable - here the Plumsail team can improve. Review collected by and hosted on G2.com.

It is very intuitive, easy to set up and easy to use. It is also powerful in terms of what it can do. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The flexibility of tickets being integrated within the SharePoint ecosystem adds value to reporting and enhances the built in features. The interface is already familiar for bringing the team up to speed. Updates and feature enhancements are frequent, support is responsive. We easily close sevaral thousand tickets a year with this solution. Review collected by and hosted on G2.com.

The upgrades can require a little effort but are manageable Review collected by and hosted on G2.com.

- 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 Review collected by and hosted on G2.com.

- 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** Review collected by and hosted on G2.com.

Simple to use. Integrates into SharePoint. Staff get the hang of it very quickly. Data easy to surface in Power BI for reporting. Review collected by and hosted on G2.com.

Can't set our own date ranges for the reports. Review collected by and hosted on G2.com.

It runs in a SharePoint environment. Ease of interagration. Review collected by and hosted on G2.com.

The update process can sometimes require additional troubleshooting. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Our team faced some issues with the tool, in the beginning but that was also because of our inexperience with SharePoint. Apart from that, we haven't faced any issue as such. Review collected by and hosted on G2.com.

The analytics module help to get insights out of data and make improvements in the process. Agents chat support tool is smooth. Review collected by and hosted on G2.com.

User interface and user experience can be improved Review collected by and hosted on G2.com.

It seems generally easy for most users to navigate not much guessing where things are. Review collected by and hosted on G2.com.

No live chat support feature which is my go to option for support. Review collected by and hosted on G2.com.