Announcing the release of Web Help Desk 12.7.12 with new Features

We’re happy to announce the general availability of SolarWinds® Web Help Desk 12.7.12.

This update provides new features, enhancements, bug fixes, and important security updates for your SolarWinds Web Help Desk software.

New Features and Enhancements

  • Ensure tickets stay on track even when agents have to step away: An agent can now assign a backup agent to route tickets to when they have to step out of office for emergencies. Once the agent sets their date and time of absence, Web Help Desk will automatically route incoming tickets to the backup agent ensuring tickets don't get missed. 
  • Helping agents stay on top of tickets and meeting SLAs with our MS Exchange & Google integration: The Calendar tab in the Web Help Desk Web Console now displays the number of scheduled tickets and events due for the current day. Agents can better prioritize their days by seeing all of their tickets and meetings in one place, ensuring they never miss another ticket. 
  • Easier collaboration means faster ticket resolution. Now agents can use the @ Mention feature on the ticket note to interact with other agents. This capability allows multiple agents to collaborate on a single ticket and use their collective experience to reach a resolution faster. Agents that are mentioned on a ticket are notified by email, where they can click on the notification and be taken directly to the ticket or add a note.

This release also includes the following improvements.

Strengthening the WHD Core 

  • WMI utility for asset data collection.
  • Fixed the error when adding an "Apostrophe (')" to the username.
  • Also ensured proper parsing of multiple YouTube URLs in FAQs.


Discovery Support - For latest version of NPM, NCM, SAM and LANsweeper

For a complete list of changes, please visit the SolarWinds Web Help Desk release notes. [ ]

Thwack - Symbolize TM, R, and C