bpavlov

I can't believe that they just overhauled the FAQ system in v12.2.0 but did not even bother to include the second most requested feature along with that overhaul. And it doesn't even get a mention for the next update.

Agreed. While the staff is very responsive when it comes to answering question on forums, getting a standard response about 2 major releases a year and minor service updates in between is about as vague as it gets.

Gotcha. Well it definitely sounds like a CC would work much better because you can CC multiple people. Then again if you have to CC multiple people that's a pain. Perhaps allow the ability to CC a CAB which would be great. I mean like you said, it's not really an approval process so it doesn't make sense to make the ticket…

Also requested here: http://thwack.solarwinds.com/ideas/1890 Would be a nice feature indeed.

While I like the idea, why not just CC the client? Doesn't seem like much of an approval if the approver doesn't get both choices to approve or not. What happens if they simply ignore the approval request because they disagree with it?

The ability to customize this drop down would be very helpful and would create consistency between browsers. As it stands the drop down looks different depending on what browser I'm using.

I can't begin to explain how much I miss feature from ZenDesk. I've been finding myself going through older tickets to just copy and paste the comment that I need to make. Or if it's short enough I'll just re-type it (not exactly, but I try to get it as close). This is so inconvenient and illogical. I'm surprised this…

A flat interface like the Windows 8 Modern UI would be a pretty neat change. It would make the interface touch friendly. That may require a bit under working though.

I saw that you mentioned in another thread that you guys will try to introduce features as they are completed rather than in big updates as you currently were doing. However, I notice that this post mentions a lot of features. Are these features going to be getting introduced in smaller updates every couple of months or…

Just revisiting this as I find this to be the most frustrating part of the Web Help Desk. I am constantly giving people the same response. I really hope this is a feature they plan on introducing with v12.4. It's been 9-10 months since v12.3 was released. So crossing fingers.

Not everyone will have SCCM. Plus, there's already an asset management feature in the WHD. And there's also ticket reporting. A lot of the reports I proposed here would be similar to what can already be done for tickets except they'd be for assets.

That is not a solution to this the feature request. The problem is there is no easy way to upload an image into the Web Help Desk. That's a work around.

After a few tries I finally got into the demo page for techs http://webhelpdesk.demo.solarwinds.com/helpdesk/WebObjects/Helpdesk.woa/wa/login?username=admin&password=admin I noticed that the site has not been updated and is still on 12.0.1. Any idea when the site will be updated?

With the recent update to v12.2.0, it's disappointing that they overhauled the FAQ system but did not implement this feature request. Here's hoping this gets implemented.

In regards to #2, you can change sorting by going to Setup -> Client -> Options and changing Display Name template to "<last_name>, <first_name>"

You can partically do this with tables and export TSV files. Instead of printing a PDF, click on the Play icon to run the report. Then click on the Total result link in the table format. That should open up a new tab or window which will show you a list of all the tickets. You should be able to export from that screen a…

I just wanted to reply to this because I've been at a job that has been using ZenDesk for help desk software and they have this feature built in and it works amazingly. I use it for a good portion of my tickets (at least 50%) and it saves me so much time from having to re-type the same instructions repeatedly. I am now…

I would add this would make administration of the WHD much easier for admins and would speed up the creation of new request types that use custom fields.

Also requested here: http://thwack.solarwinds.com/ideas/2456

Now that v12.3 has released, I hope this makes it as something that's looked at for the next release.

Not sure if this is directly related, but I made a similar request: http://thwack.solarwinds.com/ideas/1883

When was this released? Don't see anything in the release notes or the downloads page: http://www.webhelpdesk.com/download/ Got a link to the download page?

I've been using ZenDesk at my current job and it's a great system for what it does. My favorite feature are macros which are basically standard responses you can create to respond to users. You can create views (or queries) that automatically update every so often. They have an FAQ system. You can merge tickets, clients,…

The Release Candidate release notes do not seem to differ much from the beta so this is clearly all we're getting.

Yea it wasn't available at the time. It became available the next day after someone resolved it. My question still stands though. Is it possible for SolarWinds to list some of the ideas you have tracked internally so that we can vote and see their progress publicly? I added a bunch from the old forum, but I'm sure you guys…

Don't hope, put in a feature request: http://thwack.solarwinds.com/community/tools_tht/web-help-desk/web-help-desk-feature-requests

You can do a search query for all tickets assigned to that tech. Then create a bulk action item that will assign the tickets to Tech X (whoever that may be). Alternatively, other techs in the same tech group as the deactivated tech should be able to see the tickets under Group Tickets (especially if the request type has an…

Yup it's working now. At the time I checked, it wasn't listed, but then again I posted about an hr after finding out this forum existed. So maybe things weren't squared away. In any case, I like the new format.

I believe it's by alphabetical order.

Hey Glenn Thanks for replying. I appreciate the comment. I did read the blog post posted a few months ago about v12.2.0. I hope those aren't the only big changes you are referring to. I say that because only one major feature is being introduced which is the Asset Reporting. Not to mention a beta hasn't even been released…