We have renamed our previously called Pro Feature CRM & Helpdesk to Planio Help Desk in order to call things by their proper names.
We introduced Planio Help Desk back in 2012 – that's over 5 years ago! Since then, it has indeed been about Customer Relationship Management, but it always used to focus on the supporting aspect of it which is now more commonly referred to as help desk.
Furthermore, the term CRM is mostly used when people talk about sales tools now – which Planio is definitely not. That's why we thought it would be more consistent to drop the CRM name and focus only on Help Desk instead.
This change only affects the user interface and one particular place in the Planio API – when you fetch issues now using the
/issues endpoint, you'll get the reply token necessary for tracking pages and for sending email updates as a value to the
reply_token key (instead of
crm_reply_token). The old key will remain in addition to the new one until July 1st, 2017 after that, it will be removed from the API.
Update: While we were at it, we also gave the previous email drop box feature a proper name and are calling it Planio Inbox now. This means that your project inbox addresses are now following the schema
email@example.com, but the old addresses starting with
dropbox+... will of course continue to work.