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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

Reassign tickets to Tech Groups
Would like to have the option to reassign a ticket to a tech group rather than directly to a technician. The only way to do this presently is to change the Request Type, but we track issues based on the submitted Request Type and changing the request type will cause us to lose that information.
WHD Ticket API details in bbcode
WHD version incase it matters: 12.7.9 - Build #12.7.9.8603 On the API, notes have a noteText property that is the bbcode version of the note, but the ticket detail property doesn't seem to have an equivalent, even though the web UI edits the details as bbcode. Is it possible to get a bbcode version of the request details…
Setting up WHD DB
new to WHD. We are trying to setup WHD for POC purposes. Already installed WHD. From GUI, i was asked to setup the DB as seen on the screenshot below, click the create button but nothing happens. Any thoughts please?
upgrade to WHD 12.7.11
Who has upgraded to 12.7.11? What issues have you encountered?
Child Ticket Inheritance of Client Info?
In the effort to have automated cascading requests, we have attempted to create a situation where one ticket creates linked child tickets. This works to a point... Issue It seems that the the parent ticket customer information cannot be inherited automatically to the child tickets either as a related and enforced…
Child Ticket Does Not Inherit Client Info from Parent Ticket
Could any body explain why child ticket does not inherit client info from Parent ticket??? It makes no sense to me that WHD would force you to assign a Client to a child ticket where it should have inherited it from the Parent ticket. Inheriting all attributes should include all.
When using a task to create a second ticket based on hitting an option in parent ticket i do not have the option to inherit the client... How would i make the secondary ticket inherit the same client as the parent ticket
I have made a custom field asking if the client will be needing hardware. when the client selected yes and saves i have it so it will create a new ticket. How do i make this new ticket inherit the parents client.
Email - Note Send vs Save & Email
In WHD, there is the option when creating a note to click "Send" instead of scrolling down and clicking "Save & Email." Is this button the exact same functionality as the "Save & Email" button? Based on limited testing, it appears to be. (What we would reallly like is to disable the "Save & Email" option and only have…
Is there a way to create a Dashboard for Alert Items/outages that everyone can easily see, and add notes to if multiple calls come in.
In some other systems like HEAT, or ConnectWise, there are boards for multiple calls on one item or major outages, so issues coming in can be easily identified as part of a on-going issue or to identify a growing problem. Is there any way to configure the dashboard to do this?
Email not sending to clients when ticket is updated.
Just getting the Web Help Desk setup and currently have clients only sending tickets via email. Right now when they send an email to our itsupport@domain.com email it creates a ticket and then sends them an email that a ticket was opened. But, when I make notes on the ticket or close or do anything on the ticket, no email…