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Web Help Desk (WHD) Feature Requests

Recent Discussions

Automatic Escalation Based on Time Left in Specific Status
Please add the ability to auto-escalate a ticket based on "x" amount of time in "x" status. This will allow ticket that cannot be acted on by level 1 to be escalated to level 2, then level 3 and so on. Action Rules do not currently allow this based on our recent support case opened and reviewed by the development team on…
Default ticket templates
Instead of a checklist that appears after a ticket has been saved it would be nice to pre-populate tickets with some basic information or notes depending on the group. or have checklist templates so they appear on ticket creation rather than after a ticket has been saved. If there is a way to accomplish pre-existing please…
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.