Planio Support (english): Improved handling of incoming email

UX Improvement
Added by Jan Schulz-Hofen almost 7 years ago

Many of our clients are using Planio Inbox and Planio Help Desk in their projects to handle and centralize incoming and outgoing email with external project partners.

Today, we're improving how incoming emails are handled by Planio with 3 small new features/changes:

Regular expression support for incoming email handling

Regular expression support for mail body delimiters

Most email clients will include the entire previous email thread with every single new email reply. After a while, emails get longer and longer and become hard to read. Luckily, Planio keeps the issue history clean by cutting off that email thread, adding only what's new. In order to do so, it uses a set of delimiters to detect when the main email is over and the rest of the thread starts. You can set your own delimiters via Your avatar -> Administration -> Settings -> Incoming emails. By default, Planio includes delimiters like:

--- Please write your response above this line ---
-----Original Message-----
Sent from my 

Now, you will also be able to add regular expressions here to detect patterns used by some email clients. One that makes sense for instance would be On .+ wrote: as it would match lines like On Wed, 11 Oct at 1:05 PM, Jon Smith wrote:

Regular expression support for excluded attachments

Another challenge with incoming emails are file attachments from signatures. Many emails contain an image file that's part of the sender's signature. After a bit of back and forth, you'd end up with a bunch of file attachments on a single issue all displaying the logo of that company the contact works at. Until now you could filter out these attachments by filename and we've added regular expression support here as well. Adding something like .*footer.*\.(gif|jpg|jpeg|png) should effectively remove all images having the word footer in their name.

No more mandatory field checks for emails from external contacts

Up until now, all incoming email to issues in Planio would be checked against mandatory (custom) fields as set for your trackers. For emails from external contacts, this made little sense in most configurations as external contacts aren't allowed (or wouldn't know how to) set issue attributes in the email body. Hence, we're now ignoring these checks when an email is received from an external contact and Planio Help Desk is active. In all other cases, mandatory fields remain mandatory of course and will be checked against.


Planio Support (english): More accessible context menu for actions on issue lists

UI Improvement
Added by Felix Gliesche almost 7 years ago

As a Planio power user, you probably know the context menu feature that you see when performing a right click within lists – for example the project's issue overview. This context menu allows you to quickly perform actions on that item without having to visit its detail view.

You can also perform bulk actions on several issues at once in this manner by selecting the issues' check boxes on the left before opening the context menu.

This feature stems from Planio's core, the open source software Redmine where it had been introduced almost 10 years ago. Unfortunately, a lot of users have always been missing out on it as the right-click interaction has never become very popular in the browser.

We've now made this much more obvious and accessible by adding a small icon to all lists in Planio where a context menu is available.

More accessible context menu

We hope this helps improving your work with Planio even more.

Planio Support (english): Spent time got its own tab in the project menu

UI Improvement
Added by Holger Just about 7 years ago

Planio always had a time tracking feature to log the minutes and hours you spent on issues and projects. You can check where your time went by creating detailed and customizable reports in your projects.

Time entries with a separate tab on the project menu

We have just made these reports even more accessible. To check how much time you spent on your projects, you can now access your Spent time reports directly from the project menu.

Planio Support (english): Quick preview of file attachments

UX Improvement
Added by Holger Just about 7 years ago

With Planio, you can upload files to about anything in your projects, including issues, blog posts, wiki pages, ... Now, we made it even easier to preview these files right from your browser without having to download them to your computer first.

Preview or download attachments from an issue

For each attachment, you can click on the name or the small preview image to open the file in your browser. We currently support the following file types for a preview:

  • most image formats like PNG, JPEG and even BMP,
  • plain text files like code patches or text files,
  • and PDF documents.

In the future, we will expand this list to support further file types.

To directly download the file, you can click on the download icon to the right of the attachment. Alternatively, you click on the Download button on the attachment's preview page.

Planio Support (english): Configurable Spam Filter for Planio Help Desk

Added by Jan Schulz-Hofen about 7 years ago

We always hoped it wouldn't become necessary, but unfortunately, spam is still a problem on the Internet in 2017. Especially our Planio Help Desk power users have asked for more options to filter out unwanted email.

So today, we're releasing a new spam filter for Planio Help Desk. Powered by the popular open source filtering software SpamAssassin, Planio will now clearly mark any issues created via email that have been detected as spam.

Here's what it looks like:

Help Desk issue marked as spam by Planio

You can check on the original email's spam score by hovering over the thumbs down icon. If you need to manually mark an email as spam or not spam, simply click on the icon.

In addition to the visual marking, Planio Help Desk allows you to define special behavior for spammy emails. Via your projectSettingsHelp DeskEmail replies and tracking pages you can select a special issue status to be set for issues created by spam mails.

Configure the spam filter

Pro Tip: You could create a status called Spam via your avatarAdministrationIssue Statuses and set it up to be a closed status. Then, select this status in your project's Help Desk settings. This way, you'll never see spam issues (because they're closed immediately), but you'll be able to "check your spam folder" by filtering your issues by that status. You can also opt to block spam entirely and not even create issues for spammy emails by selecting None, do not create issue.

Update: Due to popular demand, we've made the spam score threshold configurable via your avatarAdministrationSettingsIncoming emails. Set a higher value if too many of your emails are falsely detected as spam or set the value lower when Planio doesn't detect enough of the spam you're receiving.

Planio Support (english): Easier time tracking for issues

UX Improvement
Added by Holger Just over 7 years ago

With Planio's builtin time tracking features, you can effortlessly track where you spend your days and ensure that your plan comes together.

Now, you can start tracking time on your assigned issues more easily. In the issue list, you can now start tracking time for a specific issue directly from the right-click context menu.

Start time tracking from the issue list

This works from every issue list, including the Roadmap and the Agile Task Boards. If you have already opened the issue, you can also start the time tracking from the clock-menu in the upper right corner.

After you have finished your task, you can stop time tracking from either place and directly log the spent time on the respective issue.

Planio Support (ja - 日本語): Redmineの最新版 3.3.2 へアップグレード

Added by Go Maeda over 7 years ago


4月1日、Planioで使用しているRedmineを最新安定版であるRedmine 3.3.2にアップグレードしました。今回のアップグレードには多数の細かな改善とバグ修正が含まれます。Redmine 3.3の新機能の多くはPlanioの技術者が開発したもので、実はPlanioでは先行して提供済みのものです。同様に、Redmineのすべてのセキュリティパッチは、Planioのセキュリティポリシーに従って、公表されてから数時間以内にすべてのPlanioアカウントに対して適用されています。


  • トラッカーごとの権限設定 [参考記事]
  • ドラッグ&ドロップによるステータス、トラッカー、ロールなどの順序設定 [参考記事]
  • チケット一覧画面のコンテキストメニューからの、複数のチケットに対するウォッチャーの一括設定 [参考記事]
  • チケットIDによるフィルタ / 選択されたIDのチケットのみ表示
  • チケットの添付ファイルの一括編集・削除
  • プロジェクトごとにデフォルトの担当者を設定


Planio Support (english): Upgrade to latest Redmine 3.3.2

Redmine Upgrade
Added by Felix Schäfer over 7 years ago

As you might know, Planio is powered by Redmine and runs on an always up-to-date branch that's individually managed and hardened by the Redmine experts at Planio.

Today, we've rolled out the upgrade to the latest stable Redmine 3.3.2. The upgrade comes with a number of smaller improvements and bug fixes. Many of the features in Redmine 3.3 have been contributed by our engineers at Planio and as such have been available in Planio for a long time already. Likewise, all security patches from Redmine had already been backported and installed for all Planio accounts within only hours of their respective disclosure, following our general security policies.

Here's a quick rundown of the new features:

  • Per tracker issue permissions
  • Drag and Drop reordering for statuses, trackers, roles, etc.
  • Bulk add watchers to multiple issues in context menu in issue list
  • Filter issues by ID / Only show selected issues
  • Issue attachment bulk edit/delete
  • Default assignee per project

Planio Support (english): Userlike Integration: Website chat logs in Planio Help Desk

Added by Jan Schulz-Hofen over 7 years ago

: You can now use Planio Help Desk together with Userlike to get chat logs and messages from your website chat widget directly in Planio. Contact data will be synced and you can follow up on chats directly from Planio Help Desk.

Learn how to get started with our step-by-step guide: Store Website Chat Logs from Userlike in Planio Help Desk

Planio Support (english): CRM & Helpdesk renamed to Planio Help Desk

UI Improvement; API Change
Added by Jan Schulz-Hofen over 7 years ago

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, but the old addresses starting with dropbox+... will of course continue to work.


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