Case Study: advantegy GmbH streamlines HelpDesk comment management with Plumsail HelpDesk and Forms

Advanced comment management for tickets in HelpDesk for SharePoint from advantegy GmbH

advantegy GmbH, a Plumsail partner, assisted a customer that manages diesel and gas engine sales and service. The customer was using Plumsail HelpDesk for SharePoint Online for request management but faced a challenge. As their ticket volume grew, they needed a way to retroactively convert public comments to private ones when they became irrelevant for customer communication.

The solution, implemented using the integrated Plumsail Forms application, added a custom tab to the ticket form. This tab featured a DataTable connected to the comments list, allowing authorized users to easily change a comment's type from public to private. Plumsail's flexible solution provided the customer with greater control over their internal and external communications directly within their helpdesk system.

advantegy GmbH

Anette Schachtner-Löhn

Marketing Lead