Case Study: Lucidica achieves automated, efficient SharePoint ticketing with Plumsail HelpDesk

From on-premise manual ticketing to automated SharePoint HelpDesk at Lucidica

Lucidica, an IT services provider, was struggling with a manual, on-premise ticketing system. Their custom-built SharePoint helpdesk suffered from lost client communications, a lack of email automation, inefficient manual processes, and high maintenance demands. This led to delays, lost ticket updates, and wasted engineer time.

To solve this, they implemented Plumsail HelpDesk for SharePoint. Plumsail's solution provided automated email notifications, templated responses, and seamless integration with their SharePoint environment. This automation saved significant time, drastically reduced duplicate tickets, and provided better visibility for clients through a portal. The Plumsail system proved to be a game-changer, offering a highly customizable and user-friendly platform that streamlined Lucidica's entire support operation.

Lucidica

Olha Tymoshchuk

Service Desk Coordinator