We’re excited to share new updates in HelpDesk for SharePoint! You can now assign tickets by agent skills or percentage, automate tag assignments, and more.
Assign tickets by agent skills or percentage weight
- Assign tickets evenly: This type of ticket distribution, also known as Round Robin, allows you to distribute tickets equally among active agents.
- Assign tickets by percentage weight: Customize ticket distribution by setting weights for each agent. For example, assign 50% of tickets to one agent and distribute the rest among others.
- Assign tickets based on agent skills: Allocate tickets based on the tags agents specialize in. Set up ticket tags based on the title and first comment before using the Assign Ticket action.
Discover additional examples of automated ticket assignment in our documentation.
Automatically add, remove, or replace ticket tags
The Set Field action in HelpDesk triggers now supports automatic ticket tag management. You can use this feature to apply tags to new tickets, as well as remove or replace tags on existing ones.
Import and export trigger settings
You can now import and export trigger configurations, making it easier to apply the same automation logic across different helpdesks.
New localization languages
Plumsail HelpDesk is now available in Spanish, Brazilian Portuguese, and Chinese. Explore all our localization options at this link.
To enjoy the new features, open the upgrade manager and follow the instructions.