Plumsail HelpDesk

Plumsail HelpDesk is a ticketing and service desk solution built for Microsoft 365, SharePoint Online, and Microsoft Teams. It helps teams collect requests from email and web, manage ticket workflows, automate routine actions, and track service performance — all while keeping your help desk data in SharePoint.

Use Plumsail HelpDesk for IT support, internal service requests (HR/Facilities), or any scenario where you need structured intake, clear ownership, and transparent communication with requesters.

Key features

• Ticket intake from email (Outlook / SMTP): customer emails create tickets and comments automatically.
• Web widget for SharePoint or internal sites: let users submit and track requests from a simple portal.
• Ticket management: public/private comments, views, tags & categories, full-text search, attachments, export to Excel.
• Automation & routing: triggers, notifications, assignment rules, and repeating workflows; extend with Power Automate.
• SLA policies and overdue indicators to help teams meet response/resolution targets.
• Knowledge base to reduce repetitive tickets and improve self-service.
• Reporting dashboards: overview, agent performance, and requester analytics.
• Microsoft Teams support: add HelpDesk as a Teams tab and keep support work close to where your team collaborates.
• Customization: tailor ticket forms and fields to match your process.

Trial availability

Plumsail HelpDesk includes a free trial, so you can test the core functionality in your Microsoft 365 environment before subscribing.

Links

• Product overview
• Support
• Documentation