Good afternoon -
We're currently standing up our Unified Ticketing system here in our organization. We ended up selecting SolarWinds WHD since we're familiar with it to a degree and it met our immediate agency requirements. I am curious about the following customer experience on the Web Portal specifically.
Is it possible to HIDE the request type/category drop down menu when the customer is sending in the request form the web portal? Can the Location and RM fields be hidden? Can custom fields be added? Say we want to be a bland experience for the customer. Could we just implement only a Subject field and a Body field and them just submit the ticket. Is that doable?
Also
Could a customer from department X get a different request/type/category drop down list than say a customer from department Z, or is this a one size must fit all regardless of organization thing?
Thank you-
RaZ