Help Desk

 Request directly made by users.

• Tree search with problem-related keywords,

• Ability to attach files or forms to request.

   

   

   

   

 Request made on behalf of users.

• Objects linked to the user,

• Change priorities according to access rights,

• Attach files to requests.

   

   

   

 Request made by emails.

• Several types of email templates (with Landpark HelpMail) containing free text or optional variables can be set up and received by Landpark Helpdesk.

   

   

   

   

 List of tickets by status.

• Displays the expected lead time, the opening time and processing time when closed,
• Problems and associated solutions,
• Remote control,
• The user can view its ongoing requests list to know the status of each of its requests.

 Detail of a ticket.

• User impact assessment (shows what users are affected by a given ticket. Affected users can also be notified by email.

• Contract alerts (shows the maintenance contracts or guarantees that have expired, and that are related to the current ticket’s hardware information).

   

   

 Automated scheduling.

• The automated scheduling feature allows you to assign one or more technicians to a given request type,

• Tickets that are marked for automated scheduling are automatically assigned to the right technician or supplier.

   

   

   

 Technician and supplier schedules.

• Technician schedule, technical group schedule or suppliers with recurring tasks,

• Schedule can be exported to Outlook,

• Calendar views by day, week or month.

   

   

 Predefined messages are sent by email according to event types.

• Messages are automatically sent via email depending on the event,

• Possibility of forwarding messages to newsgroups. 

   

   

   

 Closing the ticket.

• Ability to specify a resolution type and an action type when closing,

• Ability to suspend the ticket, mark it for callback or escalation,

• Report is fed to the knowledge base,

• Detailed ticket history.

   

   

 Ticket History.

• By keyword, by status, by technician or supplier, etc. in the solution or equipment tree,

• Full ticket details can be exported to Excel. 

   

   

   

 Knowledge base.

• To provide users with a basic (level 1) knowledge base,

• To provide support teams with a technical (level 2) knowledge base,

• Attach solutions and related forms to help users and technicians.

   

   

   

 Searching for items in your database.

• Complete search for IT or non-IT items using the Landpark Manager database, returning detailed object information.

   

   

   

   

 Memos and alerts for overdue tickets.

• Alert by memo or by email alarm for overdue tickets,

• Suspension or reassignment of tickets to other support technicians or supplier.

   

   

   

   

 Queries.

• Predefined SQL queries exportable to Excel.

   

   

   

   

   

 Statistics.

• Uses predefined templates. 

• Statistics are exportable to various formats.

   

   

   

   

 Project management.

• Allows you to keep track of your ongoing projects. Projects can be assigned to specific locations,

• Project tasks can be dispatched to different user groups and are displayed in a Gantt chart.

   

   

   

 News.

News can be assigned to categories by posting announcements in Landpark Helpdesk’s main menu.

 Polls and surveys.

• Feedback polls,

• User surveys.

   

   

   

   

 Automated escalation.

• Automated escalation allow certain types of requests to be related to other requests in order to undergo an escalation,

• The chaining of problems is not limited to two types of problems: you can link as many types of problems as you wish. You can for instance specify that a request for printer cartridges should be linked and escalated to a request for paper.

   

   

 Problems and solutions settings.

• With files, links and attached forms,

• Lead time, priority and keywords,

• Assignment to technician responsible or supplier for solving the problem.

   

   

   

 Technicians management.

• Schedule and skills management in terms of incident resolution

   

   

   

   

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 Managing groups of technicians.

• Management by geographical groups or skill groups.

 Priority Management.

• Priorities are assigned to organizations / locations.

 Activate display filters when users make requests.

• To filter the types of requests that a user can display in various treeviews according to his/her profile, upon sending a request (e.g display only computer support requests, or requests for consumables, etc.).

   

   

   

   

 Preferences.

• Email alerts for overdue requests, default schedule view, schedule overbooking and backdating, permission to schedule ticket operations prior to their date of creation.

   

   

   

   

 Validation chains.

• Allow you to specify who is responsible for validating specific requests,
• Every time an authorized person validates  a request of this type, a notification is sent to the next person in the validation chain.

 Settings when closing.

• Resolution types,
• Action types.

 Company profile settings.

• Quickly configure various settings from a dashboard.