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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.
Would like to see a vacation calendar in Web Help Desk that places the Tech in vacation mode automatically.
Hi I have a ticket I need to assign to an out of office tech for when they return. Under ticket history it says "Assigned to Tech[V], Backup-Tech from Admin Tech", yet it's still assigned to the backup tech?
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…
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…
When a tech is working on a ticket but is out of the office for a day or two during the process, it would be helpful if we could set up an auto-reply when the tech's status is set to vacation, in case the client updates the ticket during that time. This would let them know the update was received, and when to expect a…
Currently when a tech goes on vacation, I need to review all of their open tickets and reassign them as appropriate (usually based on priority). Rather than going through this exercise, I'd like to see the vacationing tech's tickets show up in the backup tech's "My Tickets" and receive the appropriate alerts. In short, all…
I am new to Web Help Desk, so please forgive me if this is a simple question. Is it possible to have an automatic vacation message sent to a client when they add a note to an open ticket if the tech has selected "On Vacation" in their My Account area? We have had some clients who were unaware their tech was on vacation,…
Je suis nouveau dans la configuration de WHD et j'aimerais assigner un ticket au lead tech ou un autre tech si celui-ci est absent. Comment faire ? Merci de votre réponse.
We work in an environment where sales people hot desk regularly. Manually assigning an asset to an individual is pointless in that environment. I would love to have the ticket generation do an asset look up to tie the asset to the ticket based on IP address, mac, or machine name. Trying to get most of our users to provide…
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