A user submitting a question in the help desk can specify the ticket type, but a ticket's type can also be changed by an agent or set through rules. You may have ticket types for IT support, IT purchases and human resources for instance. A ticket's type indicates what kind of question is being asked.There are a number of built-in types, states and priorities, but you can create your own as well.
Learn how to configure ticket sources in this knowledge base article.Įach ticket has a type, a state and a priority. Daniel is a member of the company's IT Technicians team, which encompasses all IT personnel, and will respond to Susan's question. In the example below, Susan (a user) reported an issue with her monitor that was assigned to Daniel (an agent).
One free agent license is included in all existing and newly purchased Lansweeper licenses and additional agent licenses can be purchased through our online store.
An unlimited number of users can ask questions, but you pay a fee per agent that replies to them.
Though it is by no means a full feature list, this overview is definitely the place to start if you've never used the Lansweeper help desk before. The purpose of this article is to familiarize you with some important concepts and terminology related to the help desk and to give you a sense of what is possible. In this article, we'll mainly focus on the ticketing part of the help desk. It also includes a knowledge base to share articles on a variety of topics, a company news widget and a calendar to keep track of meetings, vacation days and more! It boasts a robust ticketing system that allows people to ask each other questions and request support. At its core, the help desk is a resource for sharing knowledge with people inside or outside of your company.
From version 6.0 onward, the Lansweeper software includes a fully functional help desk.
You may also request a trial to test drive its features to help you choose a plan that works best for your business.This article provides an introduction to the Lansweeper help desk. If you have an IT asset management, you will for the number of nodes managed. ManageEngine ServiceDesk Plus offers plans that are priced based on the number of your technicians and administrators. Here are the details of its pricing package:įor more information Lansweeper’s Ultimate pricing package, please contact the vendor and request for a quote. The packages can be availed through a yearly sucbription and the pricing depends on the number of features and capabilties you wish to include. Alongside its free edition, Lansweeper is available in three SMB and enterprise pricing packages.