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Version: 3.3

Send Us Your Web Help Desk Export

When we are troubleshooting an issue with your Web Help Desk (WHD) archive, we will tell you exactly what we need and ask for only that - we don't want you to hand over your entire database.

In most cases we ask for a structural or metadata export rather than a full backup of your WHD SQL Server database, so you do not need to run (or share) a full .bak.

What we'll ask for​

We will specify the exact scope when we raise a request. This might be:

  • Metadata / structure — the WHD schema (tables, columns, and relationships) so we can see how your instance is structured.
  • Specific records — a bounded set of records or lookup/configuration data relevant to the issue.
  • Database access — connection details so Cortex can reach the WHD database directly, when the issue requires live querying.

For the connection string format, prerequisites, and the SQL Server port (1433) that must be reachable, see Getting Your Web Help Desk Data.

Sending the file​

Once we've agreed what to send, if it is too large to attach to an email, we can work with a OneDrive or Google Drive link, or we recommend Our Box Drive. Contact us if you need to arrange a more secure transfer method.