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Userlike Integration: Website chat logs in Planio Help Desk

Integrations
Added by Jan Schulz-Hofen over 4 years ago

:https://plan.io/store-website-chat-logs-from-userlike-in-planio-help-desk/ 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


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CRM & Helpdesk renamed to Planio Help Desk

UI Improvement; API Change
Added by Jan Schulz-Hofen over 4 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 inbox+account+project+code@plan.io, but the old addresses starting with dropbox+... will of course continue to work.

Edit Help Desk Templates right from the FAQ Section

UI Improvement
Added by Jan Schulz-Hofen over 4 years ago

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.

Edit links within FAQ Section

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.

Colorful default user avatars (1 comment)

UI Improvement
Added by Felix Gliesche over 4 years ago

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.

Colorful default user avatars

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 AdministrationSettingsDisplay.

Recently used items and Bookmarks on Home Page

New Feature
Added by Jan Schulz-Hofen almost 5 years ago

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.

Recently used items and Bookmarks on Home Page

You can also pin certain items to the home page by clicking on the star icon.

Create Online Contact Forms on your Website with Planio

API Improvement
Added by Thomas Carney almost 5 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!

Create Online Contact Forms on your Website with Planio

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.

Learn all about it in our Set Up Contact Forms with Planio guide.

Planio Accounts now also available via planio.net Subdomain

Infrastructure Improvement
Added by Holger Just almost 5 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.

Planio Accounts now also available via planio.net Subdomain

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.

Support for GMail Actions and Schema.org Markup

Integrations
Added by Jan Schulz-Hofen almost 5 years ago

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.

Support for GMail actions and schema.org Markup

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 notifications@plan.io. 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.

HTTPS and anonymous access for hosted Git repositories

Repository Improvement
Added by Holger Just about 5 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.

HTTPS and anonymous access for hosted Git repositories

And yes, that also means that you can now make your hosted Git repositories publicly available for anyone to clone – which is great for Open Source projects. If that's interesting to you, have a look at our tutorial guide about public projects to learn how to do that.

Bundled release of several updates and improvements

Bundled Release
Added by Felix Schäfer about 5 years ago

We've started rolling out a new bundled release of Planio today. All Planio accounts will eventually be updated to this new release over the coming weeks. A lot of work has gone into it behind the scenes: Under the hood, Planio was upgraded to Ruby on Rails 4 and Redmine 3 which both come with a lot of infrastructural improvements that aren't immediately visible to users but which will help us develop new features and improvements faster and more consistently together with the Redmine community.

There are a few new features and improvements as well. The most notable ones are:

Multiple email addresses per user

It is now possible to have multiple email addresses per user. This might sound like a little thing, but users with multiple email addresses will not have to remember which of their addresses is registered in Planio anymore, which in turn we hope will make their daily work this tiny bit easier. This is especially useful if you're using the E-Mail Drop Box as your sender address is used to determine if you're allowed to send emails into a Planio project or not.

You can add additional email addresses from Your avatarMy account by clicking on the Emails button in the top right of the content pane. Per default, email notifications will only be sent to your primary email address, you can however toggle notification sending per additional email address by clicking on the mail icon on the right of the address.

Multiple email addresses per user account

New options for issue statuses in new issues

Up until now there was one issue status that was the default and starting status for all trackers. It is now possible to define a default status for each tracker. No more Open or Start status that needs to be shared between all trackers, specialized trackers can now use the best default issue status instead of the same one as every other tracker.

Furthermore, it is now possible to define which statuses can be set for new issues in the workflow. In previous versions new issues could have the default status and every status that was accessible from that default status. With this new workflow setting the statuses for new issues can be further restricted.

Workflows can define available statuses for new issues

Better permissions

There have also been some refinements in the permission system. It is now possible to limit the visibility of time entries to only the time entries created by the user per role. It is also possible to limit the other users which a certain user can see. Last but not least, there is now an extra permission to manage a project's members.

Diverse features and improvements

There's even more improvements, other things we hope you will find useful:

  • Improvements to parent tasks and subtasks. It is now possible to decouple the start/end dates, priority and % done from parent tasks from those of its subtasks. This is a global setting. There is also a new subtasks filter in issue lists.
  • Totals for numeric fields in the issue list.
  • You can now set a default milestone/sprint for new issues on a per-project level.
  • Attachment descriptions are now editable.
  • Faster search and new search options.
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