sreed1

I had a great phone conversation with Brandon bshopp back on the 30th and he assured to me that there is a team dedicated to this product. Peter is the only face we are seeing as of now as he is over the development team but we can look forward to more interaction with this group as more members become active on the…

Will the new framework enable dynamic elements? Being able to easily arrange content within WHD would be a great addition. What about plugin support? The API is great but it would be nice to integrate other systems within the ticketing view (think remote support systems / scripts / reference content / calenders) without…

Thank you for the response Peter, it looked as though these comments we were falling to the wayside. Just as a simple example- We are working to adapt WHD to better suit our industry, in doing so we rely heavily on custom fields - being able to move this up in the ticket view would be beneficial to our agents. Think drag…

bump for response

Unfortunately we cannot disable it like you said, this is a customer facing portal and we still have a heavy amount of users that prefer email over the portal. We are also outside of maintenance with no plans to renew since we are moving to a new system later this year. We have been dealing with this for a couple of years…

1. To disable the "New Account" button go under settings "Clients" -> "Options" and set "Client Can Create Account" to "No" 2. You could add a widget to the dashboard for specific request types, go to advanced search and make a query, save it "analyst" and then add a widget using that query to the dashboard. you would need…

Figured it out In case anyone is interested the file is located @ /usr/local/webhelpdesk/bin/webapps/helpdesk/WEB-INF/Helpdesk.woa/Contents/Resources/JobDetails.wo under CentOS, this is just a dirty mod at this point but screenshot is below.

This is a feature that I was actually told by sales was possible prior to purchase only to be blind sided by after the fact. Many other Help Desk applications allow "lite users" that have read only access and do not require a license (Zendesk and Freshdesk just to mention a couple that we looked at). I am on the list of…

The only place I have seen any contract alerts is under the "License" tab, there is an option for "Auto-Invoice Support Renewal" - try unchecking this if it is enabled.

You can set email alerts under the Priority Type & Alerts section under Settings. You can also create an Action Rule to set the priority of call to a specific type when the status is changed, ie if status is "Awaiting Reply" set priority to "On Hold" with "On Hold" set to send client reminder after 16 business Hrs with an…

There is no way to always included an custom field in a request. That being said there is an option under the custom field to apply them to multiple request types but I have not had any luck with it actually working yet. This screen (obviously your will be different) will open and allow you to select the locations in the…