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Web Help Desk (WHD) Feature Requests

Recent Discussions

Web help desk - Calendar
As the Applications Administrator for SIL International's Web Help Desk I have request for an extension of the features in the WHD Calendar. 1. When a Tech puts a ticket on the calendar is usually so that they can handle the problem later, sometimes weeks later. We really need the calendar to popup reminders of tickets on…
Asset Reservation Calendar
I would like for the asset reservation feature to have a calendar view that would allow a client or tech to see all assets that have been reserved on certain dates. As it is now, it is difficult to see an overall picture of what is available and what is reserved.
Display ALL Tech Groups on the Calendar
Currently, the options are to choose a Tech or a Tech Group. I would like to have an option to display ALL Tech Groups or ALL Techs on the Calendar!
Calendar Views
It would be nice to be able to have more options in the calendar than just Tech and Tech Group. If we could see Calendars by Request Type, Client, or Asset etc. it would be helpful to see what tickets we have for the coming week quickly in multiple views instead of only by Tech or Tech Group.
Tech PTO Calendar
Calendar to see what techs are out/available for the day, and will automatically toggle vacation status on/off
Web Help Desk Calendar- Functionality Request
We are looking for more functionality/customization from the Calendar. It would be great if we could create views/calendars by request type/ search query. This would add some great customization when using the calendar for project/ticket dates. It would also be beneficial if we could customize which ticket data showed up…
Drag/Drop and/or Copy/Paste pictures and other files into the ticket.
Ability to Drag/Drop and/or Copy/Paste pictures and other files into the ticket. As well as a bulk import. We will attach log files and sometimes there are 20 to 30 of them. This becomes highly tedious to import one at a time. If there were a field to just drag and drop files that would help a lot. We have to tell our…
FEATURE REQUEST - Get/Create/Update ticket request details as bbcode on API
Case Number for reference: # - 01280897 Requested Feature: Add a text property to the ticket object used on the API that is the bbcode version of the request details. ----- Additional Functionality: POST / PUT requests can use this property to set / update the ticket in bbcode format ----- Issue Information: When accessing…
Add a Reject Button on the Change Advisory Board to allow Web Help Desk to become compliant with ITIL process in terms of overall Change Management.
[View:/cfs-file/__key/telligent-ideas/2de6d5d9-b242-4b80-9d93-ee821eb1e12c/Reject-Button-Option-_2D00_-Change-Advisory-Board.docx:640:480]
View Techs last login activity / history in WHD
Currently in WebHelpDesk there is no ability to view technicians' last logon date or login activity. This is only available for clients but is needed for techs. In fact, WHD has become so stale with minor incremental improvements, it really needs a complete overhaul at this point to significantly modernize the application.