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.
You've been able to use your Help Desk Templates as questions within your project's own FAQ section for quite some time now. Until now, you always had to navigate to Settings within your project to edit your templates, though.
You'll now find a small Edit icon on the right side next to each FAQ item which allows you to quickly edit the corresponding Help Desk Template directly.
As you surely know, you can use Gravatars to personalize your user icon at Planio. Simply sign up at Gravatar, upload your picture and Planio will automatically pick it up.
Until now though, users who didn't use a Gravatar were displayed as a rather sad and grey boring silhouette.
We've changed this today by adding colorful default avatars to Planio. They're active in all accounts already. If you've used a different default before, you can enable them via Administration → Settings → Display.
There's this one issue you've been coming back to over and over. Or this wiki page you're accessing frequently. Yet, you cannot remember their ID or URL and finding them via the Projects dropdown works, but always takes a little too long to be really convenient.
Sounds familiar? Then our redesigned Planio home page is for you. It now contains bookmarks of your most recently accessed items ordered by access frequency over the last week. We hope this feature will help you get back to your most important items in Planio more quickly and more conveniently.
You can also pin certain items to the home page by clicking on the star icon.
API Improvement Added by Thomas Carney over 6 years ago
Ever wondered how we at Planio handle online contact form requests via our Contact Us page? Using Planio, of course. And now you can, too!
We've just published a new endpoint to our API that can be used as a target for simple HTML web forms. Using this technique, you'll be able to capture your customer's requests or inquiries directly as issues in Planio.
Infrastructure Improvement Added by Holger Just over 6 years ago
During the recent outage of the .IO top level domain name servers, we had quickly provided a workaround making all Planio accounts available via youraccount.planio.net in addition to the well-known youraccount.plan.io addresses.
This interim workaround has now become a permanent alternative for all users who wish to use planio.net instead of plan.io. Feel free to use either domain for your Planio account going forward.
Sometimes, it's hard to tell critical updates from not so important email. That's why emails coming from Planio's issue tracking now contain Schema.org Actions. On GMail, they will render as little buttons that will open the right Planio issue directly from your inbox.
Schema.org is a community standardization effort that goes beyond email and GMail and we hope to see more email clients support those usability enhancements soon.
As part of this change, we're now sending all Planio emails from the single email address firstname.lastname@example.org. This will of course not impact your ability to update issues in Planio via email simply by hitting the "Reply" button in your email client.
Repository Improvement Added by Holger Just over 6 years ago
Planio's hosted Git repositories have always been available via SSH using public/private key pairs which works great for regular repository committers. For people who only wish to access a Git repository from time to time or who need anonymous access to a repository, we now also offer access via HTTPS using regular Planio usernames and passwords.