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New to web help desk - Could use some help!

rionoskae over 8 years ago

I just started a new job and i'm trying to optimize/clean up their SolarWinds ticketing system and I have a few questions... (For what it's worth I'm fairly familiar with both osTicket & the Spiceworks ticketing system. ).

1.) Looking for an admin guide to install/configure it. Searched in Thwack but didn't see anything ....

2.) Does WHD support canned responses

3.) Why does web help desk constantly break when using multiple tabs (across several different browsers - Windows & Mac )

- For whatever reason, If I want to open up several tickets at once in new tabs I have to refresh each tab before making changes or it screws up the display and may or may not accept my changes to the ticket.

That's all for now!

Thanks,

Ryan

0 rionoskae over 8 years ago

Did a google search and found the admin guide .... should of tried that first!
http://www.solarwinds.com/documentation/WebHelpDesk/docs/WHDAdminGuide12-2-0.pdf
Anyone have any insight into #2 / #3?
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0 amyd over 8 years ago

Depending on what you mean by canned responses there are 2 things I know of. You can create FAQs and then link those FAQs , or you can customize the email responses based on status. I may be wrong but WHD is not meant to be used in multiple tabs, you can open on session in IE and one in chrome with out issues
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0 typhoon87 over 8 years ago in reply to rionoskae

Just so you know you will probably want this link for the admin guide http://www.solarwinds.com/documentation/WebHelpDesk/docs/WHDAdminGuide.pdf
The link you posted is the 12.2 version if you are a new user you are probably fresh installing 12.3 which has notable changes in the Tasks function specifically if you plan to use that.
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0 rionoskae over 8 years ago in reply to amyd

Thanks for the responses, After some digging it looks like I can use the "Bulk Action" utility to apply what I would refer to as "canned responses".
As far as the multiple tab thing goes....that is a very disappointing response. It is driving me absolutely crazy trying to work from only 1 tab at a time. Might be a deal breaker for me!
Thanks again amyd and typhoon for taking the time to help out
~Cheers
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0 typhoon87 over 8 years ago in reply to rionoskae

AMYD is correct you can only work from one tab at a time by design. Has to do with the old design language most of the program is written in Apple's WebObjects. This is something that has been brought up a lot and SW says they will change. They have started a migration to a new language but only for the FAQ section. Not sure how long it will take to fully migrate.
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