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Web Help Desk (WHD)

Web Help Desk (WHD) Feature Requests
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Get the latest news about SolarWinds Web Help Desk (WHD)

Recent Discussions

How can I link to a particular Request Type form?
My institution has been using Web Help Desk for several months now and the self-service ticket is great but for one thing: clients have to browse through the request-types to find the correct type and sub-type for their issue. Given that we provide a wide range of services it can be difficult for clients to find the…
Generate forms in Webhelpdesk
Hello Guys, Can someone guide me how to generate forms in Webhelpdesk. Meaning.. I need to fill out the fileds and print it to generate a PDF. Downloadable. Regards Aakhib @j_a_catlin @kellytice @typhoon87 @mr_typhoon @percyplant
FAQ Error Unauthorized Request
Hi all our clients get an "Error Unauthorized Request. We're sorry you are not allowed to view this FAQ" message when trying to view newly created FAQs. Old FAQs open ok. The new FAQs have Audience set to Everyone
Can I escalate the ticket wihtout assigning it to the team.??
I am not assigning one particular request to any tech group. I am rather choosing the rules to assign it to the technicians and grouped them under a department so each one can see the tickets. But in this the problem is If the ticket is assigned to tech 1, and at level one there are tech1,tech2 and tech3. and level 2 I…
There is not approval process for free version?
I didn't find approval process in the free version. Is there any way to enable the feature, I want to do a test on the feature to see if it could fulfill our request.
Web Help Desk 12.7.2 RC1 Now Available
The WHD team is happy to announce that the release candidate is available for 12.7.2 Service Release and available for customers to download from the customer portal. To review the release notes, you can locate those here. Reminder, release candidates are fully supported by our support organization if you encounter any…
Email replies opening new tickets
When anyone in our organization responds to a ticket update via email it web help desk is opening a new ticket. How do I fix this?
Any body using status on specific ticket custom field
I have set up the below ticket status and specific custom field. But when the ticket moves from one status to another the previously used custom field remains. Like this below example. Can any one help, whats wrong. and why the previous status field is showing in the current status???…
Announcing General Availability of Web Help Desk 12.7.2
We are pleased to announce the general availability of WHD 12.7.2, if you are a customer with active maintenance, you will be able to download from the customer portal. You can also find the release notes here.
Need to hide status types
Hello Guys, one more challenge with WHD. We have set an approval process with multiple teams.. and multiple stages. and rules are based on status. like "Security validation complete" is one status. "Need more information is one status". The problem is these status needs to be hidden or should only show to specific process.…