By looking at the ticket state, both user and agent know whether the ticket has been responded to and whether further action is required. State changes occur as responses are sent, but can also be made by agents or through rules. Newly created tickets are automatically set to Open. A ticket's state indicates what phase of the ticket resolution process the ticket is in and what needs to happen with the ticket.As a ticket type is linked to a specific team, the ticket is automatically assigned to the appropriate team. A user submitting a question doesn't assign his ticket directly to a team. 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. The help desk part of Lansweeper is licensed on a per agent basis.The teams an agent is in are only visible to other agents. An agent is part of at least one team, which is a group of agents, and can see all questions asked of that team. A help desk agent is someone who can both ask and answer questions.A user can only see his own questions, not questions other people have asked. In the context of the help desk, a user is someone who can only ask questions and request support, but not answer questions.A common way to use the help desk would be for employees that are having issues with their computers and require support from your IT department. The ticketing system included in Lansweeper allows people inside or outside of your company to ask questions and request support from your employees on a variety of issues. If you are still using SQL Compact as your Lansweeper database server, you should convert your database to SQL LocalDB or SQL Server. Microsoft SQL Compact is no longer a supported database server for hosting Lansweeper. We recommend reading it in its entirety and then clicking through to some of the other knowledge base articles linked within.īefore you get started, be aware that hosting the Lansweeper database in Microsoft SQL LocalDB or Microsoft SQL Server is required when using the help desk. 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. This article provides an introduction to the Lansweeper help desk.
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