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Web Help Desk (WHD) Feature Requests

Recent Discussions

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.
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…
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.