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. #LANSWEEPER HELP DESK HOW TO#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.
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