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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

FEATURE REQUEST - Tech Statuses (other than vacation)
Case # 00417629 At our own Service Desk, we have about 35 techs that use WHD. We have scheduled lunches and self appointed breaks throughout the day. The only way currently for techs to not receive incoming mail tickets, is to go on "Vacation" status. I am asking if it's possible, and if anyone else could benefit, by…
FEATURE REQUEST - Additional Tech Statuses (other than vacation)
At our own Service Desk, we have about 35 techs that use WHD. We have scheduled lunches and self appointed breaks throughout the day. The only way currently for techs to not receive incoming mail tickets, is to go on "Vacation" status. I am asking if it's possible, and if anyone else could benefit, by adding other tech…
WHD Mobile Login Issues
I have the WHD mobile app installed but I'm unable to login. At some point my WHD account gets locked out. What am I doing wrong?
Email Notificaiton..
dear All, Please guide. How to configure. when client logs complaint/incident....admin should get the email notification.
Web Help Desk - FAQ Tracking
Is there a way to track how often an FAQ is viewed by users? We could use the 'Vote' option, however we would have to rely on users actively using this as they view the FAQ's. We would just like to see which FAQ's are utilized more than others to determine which ones are needed. Thank you!
Elevating Tickets
We have a help desk group for a request type for most requests but if we escalate it goes to level 2 of help desk. Is there a way to elevate to a different tech group? Or would you have to change the request type association?
Changing a ticket from Problem to service request
I have our warehouse manager that is having some issues with the approval process. When a ticket is selected as a Problem, and then later is changed to a service request, the approval email errors our. This does work on other managers who are set up, but I cannot figure out how to fix this. Can anyone help?
Multiple Ticket Priorities
We have at the moment 4 ticket priorities with different due times attached to each of them. At the moment, these SLA's apply to all of the customers within WebHelpDesk, however, we will shortly be onboarding a customer with different SLA requirements. e.g Priority One is at present 4 hours until due. The new customer…
Lost SSO in WHD
When I came in this morning the Help Desk had lost the SSO ability. It now askes for credentials when accessing the Help Desk. IT has been unable to find the issue yet. Any ideas would be greatly appreciated. Thanks, Vicki
WHD 12.7 RC3 Now Available
WHD 12.7 RC3 is now available in your customer portal!