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Separate helpdesk websites? - IT, HR, etc

Posted: Friday, August 27, 2021 7:42:32 PM(UTC)
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We are gradually adding more features from Lansweeper into our workflow, and we are really liking it. I just finished setting up our helpdesk today. We hope to go live with it soon.

Our old software (that we hate) is also being used by our HR department. I'd like to get away from that software, but HR would like to have separate website for their help desk ticket submission, like they do now. Is that possible?
FrankSc
#1FrankSc Member Administration Posts: 165  
posted: 9/6/2021 11:03:12 AM(UTC)
Hi,
You can have different teams and link them to respective ticket types. In this way, agents will only have access to teams they are part of. Having different websites is unfortunately not possible at the moment.
JCochran
#2JCochran Member Posts: 5  
posted: 9/14/2021 12:24:46 AM(UTC)
Originally Posted by: FrankSc Go to Quoted Post
Hi,
You can have different teams and link them to respective ticket types. In this way, agents will only have access to teams they are part of. Having different websites is unfortunately not possible at the moment.


Is it possible to have the different departments have there own incoming and outgoing emails?

For example all emails coming into say facilities (facilities@XYZ.org) and have the auto reply, any updates or replies to the tickets go to and from this email address.

Then have another email setup for say helpdesk (helpdesk@XYZ.org) and have the auto reply, and any updates or replies to the tickets go to and from this email address?

We have multiple emails we would like to use the helpdesk for and this would help so much for our end users not getting confused.

Thank you for any help with this.
FrankSc
#3FrankSc Member Administration Posts: 165  
posted: 9/15/2021 2:34:48 PM(UTC)
Hi,

You can indeed set up multiple helpdesk email accounts and send to these email addresses to generate tickets. Note replies will be sent by the email address that was used for the incoming mail.
Additionally, you can also set up dispatching rules to dispatch the tickets based on the incoming mail address.
JCochran
#4JCochran Member Posts: 5  
posted: 9/15/2021 2:51:03 PM(UTC)
Originally Posted by: FrankSc Go to Quoted Post
Hi,

You can indeed set up multiple helpdesk email accounts and send to these email addresses to generate tickets. Note replies will be sent by the email address that was used for the incoming mail.
Additionally, you can also set up dispatching rules to dispatch the tickets based on the incoming mail address.


Would you happen to know how to set this up or have an article to follow to set this up? I'm assuming you just add the email address like you do for the helpdesk?

Thank you for any help with this.

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