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Web Help Desk (WHD) Feature Requests

Recent Discussions

When Customers Have More than One "Location" Prompt to Select One on Ticket Creation
Use Case: Web Help Desk is currently flexible enough to allow you to record more than one location for a client in their client record. Right now however, should a client call for help, the help desk agent must be thoughtful enough to check the "Client Info" tab and then click the "Edit" pencil and scroll down to see the…
Let's Encrypt Integration
Integrate Let's Encrypt's automatic SSL certificate generation into Web Help Desk, allowing for out of the box HTTPS support in the product.
Ability to pull in Active Directory "Manager" field for use in Approval Process
AD has a field where you can specify a users manager. The ability to dynamically get this information at ticket creation time for use in approval process would be very useful. Edit: This could also be useful to link with Example user requests access to a network resource. The users manager could be sent an approve/deny for…
Archiving Locations and Techs
I'd like to submit to have a feature created that allows the archiving of Locations, and also the archiving of Techs. In the upgrade, we are now able to archive Request Types, which is great, but it would be useful for Locations and Techs as well.
Allow Customer Modification of Password Complexity Rules
As of Release 12.8 Web Help Desk now requires tech's to use 12 character long complex passwords to login: https://documentation.solarwinds.com/en/success_center/whd/content/release_notes/whd_12-8_release_notes.htm#:~:text=to%20Purchase%20Order-,Improved%20password%20policy,-The%20new%20password This makes logging into Web…
Update CSS/HTML Text Styles for Ticket Notes in Outgoing Emails (Dark Mode Issue)
Displays using Dark Mode automatically change the text color to white for ticket notes within HTML-based emails, however, the blue and yellow note backgrounds remain unaltered. This causes ticket notes to be unreadable while using Dark Mode display options. Can the text styles be updated to either enforce a color of…
Provide integration with Outlook calendar
When a ticket is scheduled and assigned to a tech automatically add the scheduled ticket information into Outlook as an appointment on both the techs and clients calendar.
WHD Ticket number as Barcode
Ticket generated have a ticket number, can you add a barcode either below it or above it to make it easier for our technicians to pull up the ticket. I made this request over 3 years ago and have seen no change/update. We are looking at an alternative ticket systems that have this feature. Thank You
Parts inventory add images/attachments
Asset inventory has a field to add attachments, we'd like to see the same field added to the Parts Inventory. As we add parts, it would be helpful to add images to show the part description.
Scheduling Vacation with expiration
It would be very useful to allow techs to enter date range of scheduled vacation time ahead of their absence and have it expire when they are expected to return.