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Web Help Desk (WHD) Feature Requests

Recent Discussions

Pre-made Reports Matching Regulators Requests
Please take in to consideration your customers who are in the Financial and Health Care sectors. These two sectors are especially subject to Federal regulatory rules and standards. Such information is publicly available for anyone to read. Users of this forum could opine for further details. I am writing on behalf of the…
Action Rules - Rule Trigger
Rule Trigger only fires when a change is done to a ticket. I would like to have a schedule option, kinda like what you do for reports, but instead I want to do something rather than report it.
Action Rules for Assets
I would like the ability to change field values of assets dependant on an action made (e.g manual change of asset status could trigger a change in other fields)
Multi-level Custom Field
I would like to see an option on WHD Ticket Custom Fields that would allow multi-level drop-down options similar to the way Request Types are built. When we audit tickets we need a way to quickly categorize them without changing the Request type, that will also allow us to provide custom reporting or dashboards.
A Vacation expiry date function
Hi, There needs to be a vacation expiry field so that the Web Help Desk Admin can set the ending vacation date of the tech. Thus there will be no need to go back in to click the "On Vacation" checkbox again when vacation is finished.
Email Templates for Asset Reservation and More
At the moment the only email templates in Web Help Desk regarding asset reservation is when one is overdue. I think it would be great if we could get templates for: 1. When an asset is checked out, with the client it was checked out to and the tech that checked it out along with the time. 2. When as asset is checked in and…
Need to be able to set the default value when creating a custom multiple choice or Single choice field
When creating a custom field in "Web Help Desk" with multiple values to choose, you need to be able to set one of them as a default value.
Reporting on Clients
When creating Ticket Reports, I would like to have the ability to report on clients, not just creators. If a user calls into the HelpDesk and a Tech opens a ticket for them, the tech is now the creator, not the user. When creating reports, I would like to see client data.
WHD - Full screen/window view for tabs that are in half-screen/window view
Everything is in the title: -Having the possibility to have a full screen/full window view of things that are only half-screen view, as: - Inside a ticket - Settings - Parts Thank you.
WHD - Choose outgoing email by request type
Everything is in the title: - Be able, for each request type, to assign an outgoing email address for this request type. This is very useful if there is many phone tickets in your company (tickets manually created by techs), so the customer get the ticket information from different email address, depending on its request.