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We use Webhelpdesk for both external customer facing tracking and internal issue tracking. Our existing process has a customer return an asset for testing via an incident ticket. If the asset fails testing it is replaced and the customer facing ticket resolved. We have tasks and processes in place to generate a 2nd…
We make use of formstack forms to email Web Help Desk, creating an emailed ticket that triggers a task based on the email's subject lines and contents. These tasks ultimately create and assign 3 more tickets immediately, and 4 more as the above tickets are closed. We've found that the tasks, even though all tickets are…
Is there a way of automatically Assigning a Child Ticket? Right now, I have several workflows that create Child Tickets as part of the Tasks. A Technician is automatically assigned the Child Ticket, but the Ticket is created in an OPEN state. We do not give our techs tickets until they are Assigned, which means I need to…
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