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Help Desk settings and custom project email addresses

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Added by Gregor Schmidt 11 months ago

We've recently updated Planio Help Desk. Today, I would like to guide you through some of the highlights.

Project email addresses

As you may know, you may create and update issues within Planio via mail. When using Planio Help Desk, you may define an alias for those long technical project email addresses.

We have now extended this feature, so that you may use more than one incoming mail address. This could be useful, if you would like to change your support address, but keep the old one in place. Or maybe your website is available via multiple domains and you would like to be sure, that all matching addresses work flawlessly.

With the help of the new Inbox configuration within the project settings, this is now possible.

Add more than one custom inbox address

Improved Help Desk settings

We've re-arranged the whole Help Desk settings, to better align them with the way you are using the help desk. You may now immediately see a preview of the autoreply, which will be sent to your contacts. In the same place, you may configure the properties of new issues created through Help Desk. There are now separate sections for the handling of incoming emails, the properties of outgoing mails and the setting for update notifications.

Help Desk settings are now grouped according to use cases

Help Desk templates and FAQs simplified

The management of Help Desk templates and FAQ entries was moved to a separate section, so that you will be able to see more information at the same time. Additionally they are now sorted automatically to improve consistency and ease management.

More detailed FAQ list

While we were at it, we've also simplified the views to create and update Help Desk templates and FAQ entries. You will now only see the most relevant fields.

All these changes were introduced to make it easier to get started with Planio Help Desk. We hope you like it. Maybe you will even discover features which were previously hidden in the settings.

faq@2x.png (54.5 KB) Gregor Schmidt, 10/22/2018 04:09 PM faq@2x.png
help_desk@2x.png (101 KB) Gregor Schmidt, 10/22/2018 04:09 PM help_desk@2x.png
inbox@2x.png (30 KB) Gregor Schmidt, 10/22/2018 04:09 PM inbox@2x.png

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