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SolarWinds Service Desk (SWSD) Feature Requests

Recent Discussions

Customizable Email Templates
The ability to add custom email templates to be used in notifications
Integration with ServiceNow
Integration with ServiceNow
Approval Reminders Need to Include Link to Ticket!
I applaud SWSD for implementing Approval reminders (added May 18th, 2025, see…
Hyperlinks/Documents on Global Response Templates
is it possible to get attachments and hyperlinks added to the Global response templates
Automation option | Add comment to incident
Currently the only automation option to add information in the ticket is to Append or Prepend the original request details. Feature request is to have the option of adding a Public or Hidden comment to the ticket inline with the thread. To use as automatic notes for technicians or automatic responses to the requester.
Service Desk | User Creation from Inbound Email - Parse Display Name for Name of User
When new user emails support for ticket creation. The email value is used as the new users Name as well. The older Web Help Desk parses the Display Name out as the users Name value. This would be helpful to see Display Name of user submitting request, so that we know who we are talking to; in most cases. For a staffing…
enhancement
Incident Management: - SLAs (Assignment group based, custom SLAs, Business rules, Service windows) Change Management: - Restriction to modification of changes post CAB approval - CAB meeting setup - Change blackout window Problem Management: - Problem ticket approvals - Problem with auto-creation setting based on Major…
Live chat X button not notifying that portal agent has closed the chat
When a requester closes a chat session using the "X" button, the agent interface does not receive any notification indicating that the session has ended. As a result, the agent may continue sending messages, unaware that the requester is no longer receiving them. This leads to confusion and a breakdown in communication.…
Auto Close for Inactive live Chat Sessions
there should be an option to automatically close the live chat session if it remains inactive for 5 or 10 minutes. This would help manage idle sessions more efficiently.
Improve Heatmap Report Color Scaling
The current Heatmap report uses inconsistent color shading, where the colors alternate between light and dark rather than progressively darkening with higher values. For better clarity, the colors should become progressively darker as the number of tickets increases, making it easier to interpret volume at a glance.…