Plumsail HelpDesk Reviews & Product Details

- 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.

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 aslo 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.

The amazing communication and reminder system to track each abd every service and issue tickets Review collected by and hosted on G2.com.

The manager and admin console can be improved Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

No particular downside experienced so far Review collected by and hosted on G2.com.

All open tickets can be viewed and accessed easily. Allows for easy tracking. Review collected by and hosted on G2.com.

The software can be cpu intensive and cause other programs to run more slowly. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Setting up triggers can be difficult, but if you reach out to support, they should be able to guide you in the right direction. Review collected by and hosted on G2.com.

Easy to setup, we can trace tickets easily also tag the tickets based on the priority Review collected by and hosted on G2.com.

Trigger configuration is bit challenging Review collected by and hosted on G2.com.