The most recent content from our members.
It is a requirement by ISO standard to configure MFA in all internal application to provided added layer of security; therefore, it will be great if the feature is added to the web help desk with top priority, as this will ensure the WHD with compliance requirement for most country that it is been used.
I have noticed that in the Messages functionality there are only filters for technical users, but for clients it is general. [View:https://ibb.co/phsckXH:640:50] There should be an option to filter clients by location or department. [View:https://ibb.co/n0N0mjq:640:50]
Right now you can turn on emails for creating tickets and adding notes. I would like it so that you can separate the two options, so they have to go into the help desk to create a ticket but can reply to a ticket email to add a note.
Want a chance to win a $50 Amazon gift card?! SolarWinds is running a short survey to understand the help desk challenges faced by IT technicians, help desk support staff, and those of you who support and manage your organization’s help desk processes. It’s just a short survey well worth a few minutes of your time. Let us…
Users should automatically be added to CC list when merging tickets.
PLEASE PLEASE PLEASE, update the iOS App. It's been over 2 years since there was any kind of update. It hasn't even been made compatible with iOS 6 or iPhone 5, 5s or 5c Phones yet. Plus it really lacks in features and looks terrible on an iPad. Let me access Assets, Sort Tickets how I want to see them and have an easy to…
ITIL- What does it mean to you? No really, think about it for a moment- what role do ITIL practices play in your environment? Has your boss simply mandated all IT tools be “ITIL certified” without perhaps understanding the context? Or does your organization actually have an active interest in implementing ITIL processes…
In an earlier blog, we said we couldn’t stop at just 5 tips for choosing the right help desk solution. Here’s a quick recap of what to look for: * Easy-to-use help desk software with ticketing automation to reduce manual efforts to simplify ticketing management * Simple & intuitive Web-based interface for both technicians…
Had a situation today where a client emailed a tech directly, the tech was at a client site and simply forwarded the email to the other techs. However it would have been much better if he could email the helpdesk and create a job on behalf of the client. You could specify the client name in the subject box so that it knows…
The terminology of 'parent-child' applies well in an IT service support environment where support teams try to identify specific service requests as incident and problem tickets. While both incidents and problems are basically disruptions caused in IT service, in ITIL, these are defined and dealt with differently. Problem…
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