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Web Help Desk (WHD) Feature Requests

Recent Discussions

Tech who closed ticket gets ticket assigned to them
Would like to be able to have WHD auto assign the ticket to the person who closes the ticket. We have techs that are in other departments that sometimes close the ticket but forget to assign it to them and it would be nice to have it auto assign the ticket to the person who closes the ticket.
IMAP with OAuth 2.0
I couldn't find the feature request for this in THWACK so I'm creating one referencing the following support article. We would like to have OAuth2 added for IMAP mail connections. Adding OAuth2 for IMAP KB
Feature Request - More robust automated reporting options
Please add the ability to automate/schedule advanced searches so they can be distributed like reports. In addition, enhance the APIs for searching and retrieving ticket information so they can be leveraged to build automated reports outside of the web app. Thanks
Create a CHILD ticket from within a TICKET, now making that ticket the PARENT.
This should be a "no-brainer", you should be able to look at a ticket and realize "there needs to be an additional ticket attached to this". WITHOUT having to create a normal ticket & THEN try linking the tickets either going off MEMORY of knowing the ticket to link it or trying to find the ticket on the side bar. IT is…
FEATURE REQUEST - All child tickets be automatically link to Parent Ticket - Case # - 00528543
After a RFC is created, it should create the following child tickets: a. Ticket for Software Development addressed to the SD Supervisor, created upon RFC approval, Ticket type: Sprint Build b. Ticket for SQA addressed to the SQA Supervisor, created upon RFC approval, Ticket type: Sprint Test c. Ticket to Process Project…
FAQ Report
We need a way to run a report on FAQ's used, their frequency, etc.
The ability to give a tech view only access to only specific request types
It would be very helpful to be able to create a tech/tech group that only has access to a subset of the requests types across multiple departments. This would be helpful from an auditing perspective.
Assign to Me button
Would like an Assign to Me button just like assign random tech one if possible. We have to scroll through a lot of techs. It would be nice to have a quick button on tickets that we open which could auto assign to the tech that has it open.
Document Manager
We are having issues pointing staff to FAQ for documents to download and fill out. We would like to see a spot to put a link directly to a document and when they fill it out it automatically attaches to the ticket. Or if they could see a thumbnail of the document to click on in WHD Ticket.
ITIL as Modules and naming convention
A sepearte change module or a column to different and raise diffrent request types. A request type is predefined in the service catalogue which is understandable. Please include a feature to raise incident from incident module and change from a change module and problem from a problem module.. and should carry a separate…