“You are currently an inactive helpdesk agent”

From version 6.0 onward, the Lansweeper software includes a fully functional help desk. Within the ticketing system, you have regular users that can only submit tickets and help desk agents that can both submit and respond to tickets. The help desk part of Lansweeper is licensed on a per-agent basis. An unlimited number of users can ask questions via tickets, but you pay a fee per agent that replies to and handles those tickets. 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.

Users can be made agents in the Configuration\User Access & Roles section of the web console. When you first install Lansweeper 6.0 or update from an older Lansweeper release, you are given access to an unlimited number of help desk agents for a period of 20 days. When this trial period expires, you will need to purchase additional agent licenses if you require more than one help desk agent. If you have more than one help desk agent and your agent trial or separately purchased agent licenses expire, your secondary agents are deactivated and are no longer able to use agent functions within the help desk. These agents also see a message similar to the one below in the upper right corner of the web console when logging in. To get rid of these warnings, you can either purchase additional agent licenses, request another time-limited agent trial or make your secondary agents regular users without agent permissions.

You are currently an inactive helpdesk agent.
inactive helpdesk agent

Purchasing agent licenses

To purchase additional agents and (re)activate them within your Lansweeper installation, do the following:

  1. Purchase an agent license through our online store, with the Add To Cart button in the Need Additional Helpdesk Agents? section of the page. You can purchase a single license that includes multiple agents.
  2. Use the link in your email receipt to download the license.txt file that contains your license key.
  3. Copy the entire string contained within the file and apply it to your Lansweeper installation with the Add license button in the Configuration\Your Lansweeper License section of the web console. Your license key is a long, encrypted string that contains your order reference number, email address and other customer details.
    Your Lansweeper License menu
    applying a help desk agent license
  4. Any previously active agents should automatically be reactivated when you apply an agent license to your installation. To double-check whether they are though, make sure the Active checkbox next to the users is ticked in the Configuration\User Access & Roles section of the web console. If the Active checkbox is ticked, an agent license is assigned to the user. You can also make additional users agent by hitting the Make Agent button next to their accounts.
    User Access & Roles menu
    making a help desk user an agent
    To perform actions on tickets, an agent must also be assigned a user role that contains the necessary agent permissions. An example of such a role is the built-in Administrator + Agent one. More information on user roles and permissions can be found in this knowledge base article.
  5. Have your agents close and reopen the web browsers they're using to access the help desk. The warning messages about their agent licenses being expired should disappear.
    hiding inactive helpdesk agent warning

Requesting a time-limited agent trial

To request a time-limited agent trial and (re)activate your agents within your Lansweeper installation, do the following:

  1. Send an email to the Lansweeper sales team at sales@lansweeper.com to request a trial key for one or more additional help desk agents. Be sure to mention that you require a help desk agent trial.
  2. When you receive your agent trial license, in a text file, copy the entire string contained within the file and apply it to your Lansweeper installation with the Add license button in the Configuration\Your Lansweeper License section of the web console. Your license key is a long, encrypted string that contains your email address.
    Your Lansweeper License menu
    applying a help desk agent license
  3. Any previously active agents should automatically be reactivated when you apply an agent license to your installation. To double-check whether they are though, make sure the Active checkbox next to the users is ticked in the Configuration\User Access & Roles section of the web console. If the Active checkbox is ticked, an agent license is assigned to the user. You can also make additional users agent by hitting the Make Agent button next to their accounts.
    User Access & Roles menu
    making a help desk user an agent
    To perform actions on tickets, an agent must also be assigned a user role that contains the necessary agent permissions. An example of such a role is the built-in Administrator + Agent one. More information on user roles and permissions can be found in this knowledge base article.
  4. Have your agents close and reopen the web browsers they're using to access the help desk. The warning messages about their agent licenses being expired should disappear.
    hiding inactive helpdesk agent warning

Making your agents regular users

To make your agents regular users without agent permissions, do the following:

  1. Browse to the following section of the web console: Configuration\User Access & Roles
    User Access & Roles menu
  2. Hit the Make User button next to the agents you want to turn into regular users.
    making a help desk agent a regular user
  3. Have your users close and reopen the web browsers they're using to access the help desk. The warning messages about their agent licenses being expired should disappear.
    hiding inactive helpdesk agent warning

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