Planio Support (english)

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.

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

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.

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.

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.

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.

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.