A help desk ticket is a conversation, a back and forth between a user and an agent. A user asks a question or reports an issue and an agent responds. If the question or issue is unresolved, the user can reply again and so on. Tickets can come from various sources.
- Tickets can of course be created in the Lansweeper web console itself, but can also be imported, sent via email or generated through an API.
- If you allow users to send in questions via email, the emails are automatically imported as tickets and made visible to agents in the help desk. Agents can respond within the help desk and their (public) replies are automatically sent back to the users via email. Any subsequent user responses are automatically added to the users' existing tickets.
- The icon in the example below shows that user Susan submitted her ticket directly in the web console.
Web console tickets
By default, everyone in your network has access to the web console and can log in as a help desk user to create tickets. All they have to do is submit a Windows username and password in the login screen. Everyone can also log in with full access to all Lansweeper features by hitting the Built-In Admin button.
To allow users to generate tickets by sending emails, do the following:
- Browse to the following section of the web console: Configuration\E-mail Settings
- Submit your preferred email prefix in the E-mail settings section of the page. This prefix, along with a ticket ID, will be added to the subject of outgoing emails. This way, Lansweeper can identify any subsequent user responses as belonging to an existing help desk ticket and add them to the existing conversation.
- Hit the Add E-mail account button in the E-mail account section of the page. Use the Select standard configuration button in the resulting popup to automatically insert the correct Gmail, Outlook or Yahoo SMTP and IMAP settings, or manually submit your settings in the available input boxes.
- SMTP server: your SMTP server and port- Incoming mail server: your IMAP server and port- E-mail address: your email address, which will be used to send and receive emails- Aliases: optionally, any aliases of your primary email address that you've configured in your mail server and that you want to use to send and receive emails from as wellIf an agent's email address is configured as an alias in your mail server and submitted as an alias in your help desk settings as well, that agent can mark tickets as personal and any responses he posts will be sent to the user from his personal email address. The agent's name will be visible in his emails as well. By default, emails are sent from your primary email address and don't include individual agents' names.- Displayname: user display name to be used by the help desk when sending emails- Inbox folders: mail folders the help desk should import user emails from. You can separate multiple folders with semicolons.- Archive folder: folder user emails should be moved to once imported- Ignored folder: folder user emails should be moved to if marked as irrelevant by an agent- Use SSL connection: tick if SSL is required by the mail server.- User and password: your email address and password, if authentication is required by the mail server
- Hit Ok. You're now ready to receive tickets via email. Users can simply send an email to the email address(es) you've configured and the email will automatically be imported as a ticket into the help desk, where an agent can respond.
You can add multiple email accounts. If you do, you will be asked to mark one as the default. If an email is sent to a specific help desk account or alias and then replied to, the reply is sent from the same account or alias. If a ticket is created in the web console and the agent has no alias, related emails are sent from the default email account.
To generate tickets through the help desk API, do the following:
- Browse to the following section of the web console: Configuration\Ticket API
- Hit the Add API key button at the top of the page to generate an API key for your application or custom help desk interface, submit a description in the resulting popup and hit Ok.
- Follow the instructions in the Documentation section of the page. The web console itself contains a detailed API documentation, with a complete list of functions and parameters. Examples are included as well.
To import tickets into the help desk from a .csv file, do the following:
- Browse to the following section of the web console: Configuration\Import Tickets
- Download the available template.
- Open your template, add tickets to it and save it as a .csv file. Each line represents one ticket.
- Subject: subject or title of the ticket- Description: ticket contents- Date: ticket creation date- Displayname: display name of the user submitting the ticket- UserDomain: NetBIOS domain name of the user submitting the ticket- Username: username of the user submitting the ticket- Email: email address of the user submitting the ticket- AgentDomain: NetBIOS domain name of the agent answering the ticket- AgentUsername: username of the agent answering the ticket- Priority: ticket priority- State: ticket state- Type: ticket type- Attachments: files to be attached to the ticket. Attachments must be separated with | , must have an absolute path (e.g. c:\temp\image.png) and must be in a directory accessible to Everyone on the server hosting the Lansweeper web console.
- Hit the Choose File button in the web console to launch Windows Explorer, select your .csv file, hit Open and then Import.
In person and phone
When you create a ticket, you'll notice two more possible ticket sources, in person and phone. These can only be selected manually, through the API or during import.