Would it be possible to make a ticket autoassign itself to the first Tech that writes a note on the ticket? This would be for a ticket that is set to not assign itself to a tech. We have a few request types that do not autoassign themselves, so that all members of a team get the notification for certain requests. Sometimes…
We manage multiple domains, however several of these cannot be scanned externally due to security restrictions. It would be nice to either have some kind of agent that can phone home to our Web Help Desk server or the ability to manually scan and then transfer the file and import it into Help Desk
I believe Contracts can be included in Assets > Purchase Orders. I would like to see a Reminder or Alert field added so when a contract is ready to expire, a reminder email or alert be sent to the "Originator" to renew the Contract. Would also be beneficial to know whether the Contract is a "Software" or "Hardware" or…
This question is Assumed Answered. Vicki Hurley May 17, 2019 1:39 PM Is there a tag for notes in a ticket? We use WHD for HR and the tickets are gradually completed. When something is updated by HR or IT I need for the updated information to go to different others. My action rule is set up for me to get an email when an…
Would be nice to have WHD prompt us whenever we tried to change to another window and we had unsaved changes. It had happened to some of our technicians that they are creating a ticket, they added a bunch of notes and then needed to change something else, so they clicked (for example) in Setup, and then they tried to get…
Users should automatically be added to CC list when merging tickets.
One thing I've missed from my previous help desk is this simple logic. If two people create a ticket related to the same issue, I'll merge the ticket. However, only one person can remain the creator. So I have to add the other creator as a CC. I feel like this should be automatic though.
Currently the approval process will email a link if there is any attachment. The link can not be access if email is viewed by mobile device which is not connected to the same network that WHD. It is requested that option be provided for embed attachment for approval process.
I use Solarwinds integration and need to report on tickets by asset. Even though my tickets are automatically created when I have a Solarwinds alert, the ticket does not populate the asset field. We have to do this manually and often forget. I'd like to see the Solarwinds integration auto-populate the proper asset in the…
I'd like to see a feature to auto email a client when their has not been an update to their ticket within a certain amount of days. For instance, if the tech sets the ticket status to "Waiting for response" and the user has not replied in 3 days then WHD automatically sends the user an email of the ticket. Right now if I…
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