If your request was set to the status “Solved” more than 5 days ago, the request will be permanently closed in the background. From this point onwards, you can no longer reopen the ticket by simply replying; instead, you can create a linked follow-up ticket in just a few clicks. This keeps the previous history intact, allowing our support team to seamlessly continue from the previous context.The 5-day rule for solved tickets: In the Service Desk, there is no separate “Closed” status for you as a user. Solved for less than 5 days: You can enter a reply directly in the ticket. This automatically reopens the existing request.Solved for more than 5 days: The ticket is closed by the system and replies are disabled. You can now create a new, linked request using the “Create follow-up ticket” button.Step by step: Create a follow-up ticketFollow these steps to create a follow-up ticket directly from your user profile: Navigate to your own requests: Sign in to the Service Desk, click your profile name in the top right and select “My activit...

We have completely redesigned our Service Desk to make your working day easier. The new design not only looks fresher, but above all gets you to your goal faster.Here is a quick overview of what has improved for you: Get there faster System status in focus: No more guesswork. We now display the current status of our services prominently and clearly, so you know straight away where you stand.    Smarter requests: When you click on “Submit a request” at the top right, we now guide you more specifically through the process. Your ticket is automatically sent to the right expert – and often we already suggest the appropriate solution while you are entering your request. Knowledge before you searchProactive FAQs: We present you with a dynamic selection of help topics, updated weekly based on current trends. This way, you often find answers even before you have to type anything.  Search with precision: Our search now features smart filters. With one click (on the left side), you can focus, for example, only on knowledge articles or commun...

Depending on how you log in to PlentyONE, you will receive updates about your requests through different channels. While users with a standard account receive traditional email notifications, backend users benefit from integrated messages in the PlentyONE Messenger and our new, seamlessly embedded messaging widget.Chat history across sessions: As our new messaging widget is natively integrated into the backend via secure authentication, the system automatically recognises you. Your entire chat history with the AI assistant and our support team remains securely stored and is immediately available again in your next session.How you receive and respond to notificationsYour login method determines where your messages arrive and how you can respond to them. Login with a PlentyONE account (email & password) If you use a regular PlentyONE account, asynchronous communication takes place mainly through your usual email inbox. Receive ticket updates (emails): All replies from the PlentyONE crew, as well as changes to the status of your ticke...

The Service Desk is your central place for support and communication relating to PlentyONE. With our new, AI-powered system, each of your enquiries first goes through our intelligent assistant, which provides you with instant solutions without any waiting time. If a direct solution is not possible, you will be seamlessly passed on to the experts in the PlentyONE crew.Secure and automatic recognition When you are logged into the system, our Service Desk automatically recognises you through secure authentication. You do not need to identify yourself manually, and your entire chat and ticket history remains available to you across sessions. Enquiries & instant AI support Get quick support through our intelligent channels, designed to solve your problem in record time. Intelligent channels: You can submit enquiries via the interactive messaging widget for quick help or via the AI-enhanced web form for complex topics.Real-time solutions: The AI assistant acts as the first point of contact and immediately compares your enquiry with our s...

To use the PlentyONE Service Desk and submit support requests, you must log in. You always start by clicking the “Log in” button in the top right of help.plentyone.com. If you are already logged in to your PlentyONE backend, you will be logged in via Single Sign-On (SSO) with one click, without having to enter your password again. Otherwise, you will be redirected directly to app.plentyone.com to authenticate with your login details.No support interaction without logging in: You must be logged in to the Service Desk to interact with Support. Without an active login, both the request form and the interactive messaging widget are locked. Only after logging in does the system automatically recognise your permissions and system data and ensure that your previous conversations are retained across sessions. Step by step: How to log inFirst, always click “Log in” in the top right of the Service Desk. Then select the appropriate option: Already logged in to the backend (one-click login via SSO) If you are already actively working in the Pl...

Find out how to submit technical issues to the Service Desk quickly and efficiently. You can either receive immediate assistance from our AI assistant directly through the interactive messaging widget or submit a detailed ticket via the web form. Every request is checked in advance by our AI system to provide you with the fastest possible solutionNote on automatic recognition:When you are logged in to the system, our Service Desk automatically recognises you through secure authentication. You do not need to manually confirm your identity again in the chat, and your previous history remains saved across sessions.Choose your path to a solution Messaging widget (fastest solution)The messaging widget is the most direct way to resolve technical issues without waiting. It guides you through an interactive dialogue and compares your problem in real time with our knowledge base and manual.Open the widget:Click the speech bubble icon in the bottom right of the screen to open the chat window.Describe the problem:Briefly describe your issue i...

In your personal Service Desk area, you can keep track of all your current and previous requests at any time. You can follow the processing status in real time, filter for specific requests and respond directly to follow-up questions from our support team. All conversations – whether submitted via the web form or the messaging widget – are centrally collected here for you.Centralised history through authentication:As you are logged into the system using secure authentication, all your chat histories with the AI assistant and submitted support tickets remain permanently stored in your profile.Step by step: Accessing the request overviewOpen the profile menu:Log in to the Service Desk and click your profile name or profile picture in the top right.Navigate to the requests:Select “Requests” from the menu.View the status and details:You will be taken to the overview table. Here you can see the ticket ID, subject, creation date, last activity and current processing status of each ticket.Tab organisation in the Service DeskIn our Service...

You can reply to open requests at any time and with complete flexibility – whether directly via our interactive messaging widget, in the Service Desk portal or by email. Thanks to secure authentication in our new system, your chat and ticket history remains saved across sessions, so our AI assistant and support team always have the full context of your request available. Notifications & automatic recognition Backend users: If you log in with your PlentyONE backend login details, our messaging widget automatically recognises you via a secure connection. You will be informed directly in the backend (Messenger) about new replies from Support. PlentyONE account: If you use your personal email address to log in, you will receive notifications directly by email and can also reply to them via your email programme. Choose your preferred communication method Reply in the messaging widget The messaging widget is the quickest way to continue existing conversations. As the system recognises your identity and securely saves the history, you ca...

Requests where you are CC'd (Carbon Copy) are tickets where you are not the original requester but have been added to the distribution list to follow the process. You receive notifications about all developments and can contribute to the conversation yourself at any time, which is particularly helpful for cross-functional collaboration or partner agencies.Ideal for teamwork and agencies Especially when partner agencies submit complex requests via our web form, the CC function is the best way to keep all relevant project members or stakeholders up to date with the progress of resolving the issue. Your role as a CC recipient If you have been added as a CC recipient, you are both an observer and a contributor: Transparency: You can read the entire ticket history, including all replies from the main requester, our support team and our AI assistant.Notifications: You will be notified of every update (by email or in the backend, depending on your account settings).Active participation: If you have additional information (e.g. log files ...