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Web Help Desk (WHD) Feature Requests

Recent Discussions

Search Tickets - Add "Advanced Search" term to find Tickets that are Children OR Parents
This feature request is to add an "Advanced Search" term to Web Help Desk that allows you to find tickets that are CHILDREN or PARENTS: Use Case: Right now, you're not able to search for tickets that are CHILDREN to other tickets which for example...that haven't yet been closed. You're also not able to just find PARENT…
Hide Ticket Until Its Scheduled Due Date
A lot of times we'll receive tickets that arent due for a least a month out, majority of these also have child tickets causing a buildup in our queue. Would be convenient to hide these tickets from the queues & maybe just show on the calendar until they're due dates.
View Asset History from within a Ticket
Would like the option (like the vertical Requests tab on tickets) to show when viewing the Asset Info on a ticket which would show the history of tickets on the asset. Many times a tech is working on an issue with an asset, and it would be helpful to know what the past issues on the asset have been. Having a side window…
FEATURE REQUEST - Bulk add assets to a ticket based on results from a saved Query
I have monthly compliance tasks that I run against a large number of assets. Currently when I run this monthly tasks I create the new ticket then click the "Asset Info" tab, then select my saved query, then click each asset one at a time until all of them are added to the ticket. it would be a lot more efficient if I had…
FEATURE REQUEST: More suggested assets under the Asset Info tab in a ticket
Under the "Asset Info" tab in a ticket, assets that are assigned to the ticket's client are suggested for attachment. Can we also get suggested assets based on the Location/Room of the ticket? Currently we have to manually search for those assets in every ticket.
Make mobile devices amazing inventory tools
Currently, my iPhone is completely useless when it comes to taking inventory with WHD. Why can't we scan barcodes, confirm locations, update Audit dates, etc. all from the iPhone app?
WHD Report for Software Inventory Derived from Assets with Installed Software in Asset Details (Case # - 01324166)
Case # - 01324166 Software Inventory in WHD In Web Help Desk (WHD) 'Assets' view, we can see a list of Installed Software in the 'Asset Details' tab of a particular asset that has software installed. I would like to create a report that creates a list of all software installed on all assets or specific assets, and if there…
Be able to add additional / custom fields to standard searchs and Save as default
As depicted above, it would be helpful to have the ability to add additional fields to the searches, including custom fields. While you can perform a search and then apply new filters, having the ability to add these as defaults would greatly reduce mouse clicks and improve work flow.
API - Honor "sendEmail" option on ticket updates.
Ticket updates via the API should honor the sendEmail option if provided in the json payload. Currently, updating a ticket via the API triggers e-mails even if no visible changes are made, which can be confusing to clients.
Custom Field Logic
It would be great to have custom fields that can be based on logic. For example, If field A is “1” then make field B and C available. Else do “do nothing” (or make field D or E available if you wanted). You get the idea. http://forums.webhelpdesk.com/forums/comments.php?DiscussionID=747&page=1#Item_0