Open for Voting
over 1 year ago

FEATURE REQUEST - 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 statuses like "Lunch" and "Break". It would be even more perfect if a tech selects their new status, that it adds a timer of sorts. For example, tech is going on lunch, sets Lunch Status and then is kept on that status for one hour (or until that tech or supervisor decides otherwise). If a tech goes on break, they will be on break and not considered for web tickets for 15 minutes.


  • Honestly we just need another button for techs to select when they are away from their desk. Only option now is Vacation... It would be nice if a timer was implemented with these statuses, but that's not as pressing.

  • It would be really cool to see this status feature be able to poll Exchange Web Services (EWS) and grab a user's status from Exchange/Skype for Business: Busy, In a Meeting, Out of the Office, In a Call.

    Likewise for Microsoft Teams, Slack, or other such tools that track status and offer APIs.