Planio Support (english)

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:

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 project → Settings → Help Desk → Email replies and tracking pages you can select a special issue status to be set for issues created by spam mails.

Pro Tip: You could create a status called Spam via your avatar → Administration → Issue 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 avatar → Administration → Settings → Incoming 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.

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.

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.

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

: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

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.

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.

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.

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

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.