A helpdesk 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.
By default, everyone in your network has access to the web console and can log in as a helpdesk 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 selecting Built-In Admin.
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.