bharris01

Hi Peter, thanks for the quick response, I was asking about tasks though, not tickets. Thanks :-)

I was wondering if Gus's reply helped with this problem?

Just a suggestion from what I do.... I log into my WHD account using Chrome on my phone (not sure if just any phone browser would do but it might). Once the login screen came up, I sent the page to my home screen on my phone so I could have quick access. Also, as soon as I log in to my system on my phone, the system…

Hi Rick, a survey response can't be deleted from inside the user interface but can be set to "Deleted" in the database in the "survey_response" table at the second column labeled: Deleted. Just set it to 1 instead of 0. To undelete it just set it back to 0. Of course you would need to have database administrator privileges…

After an extensive search, I have found no way to do this. Barry

It might be that the version of Chrome it too old or just bad/corrupted or something. Or, you may just need to clear your cache and history. You may even need to get out of WHD and Chrome all together and come back in. I would attempt to use EI, Edge or Firefox to see if the issue follows you.

Like kellytice said, it will attempt to make tickets out of all the email in the inbox based on your settings. It will either make a ticket or reject the email but either way afterwards, it will clear the inbox. Also just a note... The email inbox you use should be dedicated to email that is only intended for WHD to create…

Nevermind, I didn't notice it was a custom field. Barry

Hi nuig, just open the FAQ and click the Edit pencil and look for the Attachment feature see the screenshot below

I agree with Amyd, I know of no way that data can flow from a child to a parent ticket. Coming up with a work around that would answer the mail in this instance would be an interesting task.

Make sure that your incoming emails are being deleted and expunged from your inbox. If emails are not being properly and completely removed then WHD will see that email and create the ticket over and over. Barry

Hi, Make sure they are replying inline to the email they received from WHD concerning that ticket number. If they do not reply with the correct subject line, then the system will create a new ticket every time. I have seen many times where the client was just submitting their response without the correct subject line which…

Hi Byrona, the Recipient "Client" box is not available because the "Default Tech Note Visibility" setting in Setup>Tickets>Options is set to Hidden. If it is set to "Hidden" you can only send notes to the client from inside the ticket not from the quick note unless you change the setting over to "Visible" instead of…

The only way I know of to see the ticket number is to include the table in the report and then click one of the linked numbers in the table to show the list of tickets that will include the ticket numbers. Hope this helps. Barry

I do not know if you have already or not, but I would make this a Feature Request for sure. Barry

Thanks Jeremy for the post. I have a lot of clients that needed to see this. :-) Barry

This may be a little out there but it has worked for me in the past. When you download the .tsv file, do not attempt to open it from inside Excel. Instead, drag the tsv over the Excel icon and drop it, How or why this would make a difference is totally beyond me but it has in the past most of the time. Give it a shot and…

It turns out that in the older V9.x.x.x Web Help Desk, the system did allow for the export or downloading of the very latest Tech Note. In later versions up to 12.2, it allows you to choose the quantity of Tech notes between 1-5 of the latest Tech Notes to export with each ticket. Thanks,

If I understand the issue correctly, it is the email address created in Incoming Email Account/s, see the blue info note below that is associated with the Request Type identified in the "Request Type" field below Here you can change the Request Type to any request Type that is associated with the Tech Group listed or, if…

Hi Chad, I tried it in two different versions and could not duplicate the issue. I wonder if it might be something to do with your browser instead of the application. I have found that to be the case on more examples than I can count. Try clearing your cache, and getting out and back in to you browser and if that doesn't…

I have found no way to trigger an email back to the client based on the selection of a specific Priority type. Alerts and reminders yes, but not a general email back to the client. What I would suggest is adding Urgent priority instructions to the Open Ticket Greeting template in the outgoing email templates where it can…

I was looking in Setup>Tickets>Options> in the General Options section and notices the setting: "Allow Non-User CC Updates" = Indicates whether to allow Ticket updates, via email, from people who are not helpdesk users, but were CC or BCC recipients on the ticket update email. Also under the Client Option Section, "Clients…