1

We recently migrated to an on-prem installation to the Cloud Help Desk and so far we are loving the improved performance of it. One thing that is definitely lacking on the CHD when compared to the on-prem version is the search capabilities. It seems that on the CHD it only searches for the name of the ticket, not what is contained within it. Why was this functionality not retained or am I missing something (which I would admit wouldn’t be the first time)? Thank you for any help that you can provide.

2 Spice ups
2

Hi,

The Cloud Help Desk product is a complete, start-from-scratch rewrite, so it unfortunately isn’t a matter of “retaining” anything, but of adding it in. Lots of additional functionality is planned, but we’re just not there yet, as far as feature parity related to the older 7.5 product.

Suzanne

3

@suzanne-spiceworks ​, thank you for the reply. I understand that CHD is a complete rewrite, but when you have the on-prem version being discontinued realtively soon you would think that a rudimentary feature would be in from the get-go. Is there a feature request area where this can be submitted?

4

Hey Derek,

Here is the Feature Request area:

https://community.spiceworks.com/feature_request

And yes, I understand that there are a lot of things missing that different people find necessary or extremely desirable. We are currently working on improvements to CHD, but initially didn’t expect to have to move 7.5 to EOL this soon, as well as a lot more changes in the company and the world around us that required us to temporarily focus on other things.

I’m not trying to say that the options are ideal… only that it is what it is, and if we’re missing a feature that you need, we understand if you have to look beyond Spiceworks to find something that meets your needs. Either way, we’ll be improving as we go forward, but we unfortunately can’t do anything about the past.