At our own Service Desk, we have about 35 techs that use WHD. We have scheduled lunches and self appointed breaks throughout the day. The only way currently for techs to not receive incoming mail tickets, is to go on "Vacation" status. I am asking if it's possible, and if anyone else could benefit, by adding other tech…
I would like to see WebHelpDesk support canned or template based responses. This would come in the form of a list or searchable set of pre-made responses generally for standard questions that come in or for standard information that we need to send to clients. This is a pretty standard feature in many ticketing systems.
I would like the ability to require "Work Time" from the notes section for certain request types. This will help with billing and/or resource utilization.
the question is this: if the support service has a whatsapp account dedicated to support, is it possible, in some way, to create a ticket (automatically) from a whatsapp message? thank you for your contribution Giovanni
Currently experiencing an issue with Client searches on the 12.7 interface. When users search for older tickets they have entered, the only searches they can run is Subject line, ID (ticket number) , and updated. Would greatly appreciate the ability to do a search for keywords in the details section as that would contain…
Hello Team, Can we please come up with the Archive Tickets feature in WHD, as when the Techs gets the Ticket in his Tech Group he then takes the ownership of that ticket. Once he finishes the work on that ticket, it gets resolved and we have set an auto closure after 4 days from his Resolve to Close. All the Tickets that…
Allow images to be inserted into FAQs. Currently, there’s no easy way to do this. http://forums.webhelpdesk.com/forums/comments.php?DiscussionID=36&page=1#Item_0
I would like for SolarWinds to create a Microsoft Flow connector for WHD to integrate WHD with other services such as Teams. Some functionality that would make sense would be as follows: * Send Change Approvals into Teams * Send ticket updates into Teams * Open a ticket via Teams
Would like to be able to set up an action rule to send an e-mail to the client using the tag <client_email> for tickets assigned a particular status type. As it stands right now, the RECIPIENT field is the ONLY field that will not accept a tag. This needs to be fixed.
While using and booking a Reservation is would be great to be able to search for client other than first and last name, as for example we have a lot of John Smiths, and it's impossible to work out which one is the correct John Smith. It would be great it there was an option to allow custom field client search, such as user…
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