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Web Help Desk (WHD) Feature Requests

Recent Discussions

A more refined management screen for techs and tech groups
We currently have over 300 techs spanning 10 locations and approximately 150+ tech groups. It becomes a panful exercise to manage with the amount of scrolling involved. Current install is 12.8.3 - Build #12.8.3.2944-HF2 A few suggestions On the General->License Tab 1. Ability to manage/view licenses by Location or Location…
FEATURE REQUEST - Support SAML 2.0 and post-Damware integration report
Refrence case# CUST-109896 Please add support for using SAML 2.0 to log into WHD after using WHD/Dameware integration, so that session info and notes can be saved as the tech who did the work. Right now the only option I have is to create a local user in WHD, and have the tech use that, but the notes do not show the tech…
Paste screenshot or image into ticket
We would like users to be able to paste screenshots into a ticket. We want things to be as simple as possible for users and this would save them a couple steps when attaching screenshots.
Add Additional Options for "Assigned Tech" to Quick Tickets (Include a SELF option)
This idea is to enhance the "Assigned Tech" area of Quick Tickets, so that when a Quick Ticket is used, there can be more control over who is assigned a ticket created by the feature. The image below illustrates the proposed changes: The existing "Request Type" field on the Quick Ticket can be removed as the new "Default…
Add granular permission controls to Tech Permissions for Quick Tickets
Need to add permission sets for Tech Permission Groups to include: - Ability to create, edit, share Quick Tickets - Ability to only select already existing Quick Tickets - Ability to remove access to Quick Tickets entirely
Feature Request - Allow the use of in the Subject and
It would be extremely helpful if we could use the Email Templaet and Canned Response <tags> such as <client>, <first_name>, etc. Especially combined with Action Rules and Tasks. They already work in the Notes section, it would be nice to get them to work in every field. Ex. Subject: Please deploy a PC for <first_name>…
@mention totals on My & Group Ticket lists
The use of the "mention" feature on Tech Notes was a good addition, building on this it would be nice to have totals within My Tickets & Group Tickets so busy Techs can keep track of these without relying on the E-Mails generated from these.
Add the ability to restrict access to the Advanced Search tab for techs via Tech Permissions
Need the ability to restrict access to the Advanced Search Tab of Search Tickets for technicians. Currently, if you are a tech you have the ability to use the advanced search tab in the console and can create complex queries that by default do not have a time limitation. Unless a Max Record count is set in the console for…
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.