The most recent content from our members.
I'm currently looking into setting up Email to Ticket system in our Web Helpdesk app, but I'm running into a snag. I can't find anywhere to create or set a template for the incoming email to be filtered into specific ticket types, or automatically assign data like a client based off of the sender of the email. Is there a…
I really like the new more flexible GUI for FAQs. Especially on how you can alter the column widths This would be great on the list of Tickets. I like to be able to see as many tickets with summary info as possible on the screen. Ideally, only one line per ticket, not multiple lines. To do this, I would need : * Ability to…
It’s often a common complaint for IT pros in desktop support teams that they are spending more time managing service requests than actual IT support. This is because there is no easy way to track and manage service requests; there’s just too much of complexity around managing service requests when dealt with manually. As…
We used to use this feature to Flag tickets that Technicians need assistance with, however after the last update the Flag now is only visible to Tech who Flagged the ticket. Was this changed for a reason? the current configuration of this feature severely limits its usefulness. Thanks
There’s two ways to get things done—the hard way or the easy way. The same holds true with help desk management. There are many micro to small businesses who do not have the resources to manage their help desk, and end up spending more time and effort doing the job manually—by tracking tickets via email, updating statuses…
It would be great to have a way to not allow tickets to close unless something has been done. Making a field required will prompt at ticket creation, but we need a prompt to be triggered before a ticket closes.
We are trying to find a way to stop the tickets from auto escalating passed the appropriate Tech level. We use Auto Assign for Level 1 and Level 2 techs. And Level 3 is our Managers which don't handle day to day tickets. When we tried using the work schedules since we have no staff after 5pm the ticket was auto escalated…
I’m working on a new deployment of WHD and I’m trying to find the “best practice” for how to correctly route tickets. The org has multiple locations with multiple layers of staff (technicians, helpdesk, networking et. al). We are not going to be assigning directly to a Tech by hand. But all ticket will be assigned to a…
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