WHD – Messages

Is there a Whiteboard option like in Heat where we track who is in and who is out for the day? (Original Post Thoughts and Experiments)

Yes – But it is not a whiteboard. Web Help Desk has a Messages feature where you can

• identify audience the message is seen by
• messages can include links to FAQs
• Set start and end dates
• Messages are presented to the audience in a warning bubble (see above)
• Web Help Desk tracks who has read the message.

Thus, it is not a white board that keeps the notes always within the main window but when there is a message that needs to be viewed it is quite obvious.

The main use of the whiteboard currently is to track who is in and who is out. As part of the technician profile in Web Help Desk there is an on Vacation field which each tech can turn on and off.

When a tech is on vacation, a [V] is added to next to his/her name in the technician field. If a ticket is assigned to a tech on vacation the ticket creator receives a message saying such. If a backup tech has been identified the Backup tech is used instead. (What does this mean? I set up a tech with a back up tech and set tech to be on vacation but when the tech on vacation was assigned a ticket nothing noticeable happened. )