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…
Normally, when a client has finish filling out the request for a ticket, they have only two options. Save or Cancel. In my case, I have many customs fields for the client to fill out and some will require a lot time and verification. Can there be an option where the client can start working on a ticket and save it without…
Hey Everyone! I sent in a feature request (Case Number: 00299064) and the representative mentioned that I could post it here as well, to see what everyone thinks. Personally, I could see this is as a great feature to have, since I spend my entire workday with Web Help Desk open in a tab. The issue I have is that I have to…
Currently when a checklist is shared it gets shared with all techs. There should be a way to share with a limited number of techs say possibly by tech group. Example maybe you have a checklist for decommissioning a network switch only your two network techs should be able to use that checklist vs all 30 techs in your…
When the helpdesk receives an email, it strips it back to plain text then attempts to make links out of text that look like a URL. Unfortunately, particularly when the email has come from email marketing, the URL is often not visible as text in the email body and is lost (the URL is in HTML tags over some non-URL looking…
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