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Lansweeper commitment for Helpdesk?

mecha
Engaged Sweeper II
Our company is happy users of Lansweeper, it is very important for us.
We also use the Helpdesk parts but we do not see any changes, new features etc. for quite some time, also in the cloud version is totally missing this.

So we simply wondering if we should be looking for a dedicated helpdesk solution, will it die off?
This is not we actually want since the integration in Lansweeper between devices-users and helpdesk is awesome.
//AJ
5 REPLIES 5

JHershkowitz
Engaged Sweeper
Frank - If Lansweeper has set the Helpdesk module to maintenance only and isn't focusing on it, could we please consider moving the module to opensource - with commit approval by Lansweeper? This would enable the community to help build the enhancements and modules that have been requested for years - and let Lansweeper vet the code before releasing it. Publish the coding standards and let the community build for you.


The tight Helpdesk integration is one of the huge benefits to Lansweeper... you have a single pane of glass for all your support. API for external ticketing systems is beneficial for those that already have another ticketing system, but hopefully sunsetting the Helpdesk module all together is not in the plans (Though it looks like it is from your note?) 😕

Thoughts?

FrankSc
Lansweeper Tech Support
Lansweeper Tech Support
JHershkowitz wrote:
Frank - If Lansweeper has set the Helpdesk module to maintenance only and isn't focusing on it, could we please consider moving the module to opensource - with commit approval by Lansweeper? This would enable the community to help build the enhancements and modules that have been requested for years - and let Lansweeper vet the code before releasing it. Publish the coding standards and let the community build for you.


The tight Helpdesk integration is one of the huge benefits to Lansweeper... you have a single pane of glass for all your support. API for external ticketing systems is beneficial for those that already have another ticketing system, but hopefully sunsetting the Helpdesk module all together is not in the plans (Though it looks like it is from your note?) 😕

Thoughts?


Hi, thanks for the feedback, this is valuable. The helpdesk is pretty much embedded in the rest of the application. So separating that, would be a considerable effort. We will take up your suggestion and send that to our Product/Development team.

FrankSc
Lansweeper Tech Support
Lansweeper Tech Support
Hello,

The Lansweeper helpdesk is still under active development, but our development focus for the Lansweeper helpdesk lies in resolving critical issues and bugs only. While we still collect enhancement requests for potential future releases, the Lansweeper helpdesk feature is currently in maintenance mode, so there are no helpdesk enhancements on our roadmap. The way we assess these enhancement requests and prioritize bugs has not changed. But it is not very likely that we will be adding new features or changing existing features in the near future for the Lansweeper helpdesk. Currently, we are focusing most of our development efforts on improving Lansweeper's core functionality, which is asset discovery and building out our cloud platform.

When it comes to coupling your scanned data with a helpdesk system, we would like to point out that we will be providing integrations with helpdesk systems like Zendesk, Freshdesk and more. We will obviously not EOL the Lansweeper helpdesk before these integrations are available.

lkeyes
Engaged Sweeper
FrankSc wrote:
Hello,

When it comes to coupling your scanned data with a helpdesk system, we would like to point out that we will be providing integrations with helpdesk systems like Zendesk, Freshdesk and more. We will obviously not EOL the Lansweeper helpdesk before these integrations are available.

Lansweeper help desk seems to be rudimentary at best. Freshdesk is a fully developed web-based helpdesk application with a robust API that allows automating many routine functions from the command line. The FD free tier is already miles ahead of LanSweeper's help desk. Its hard to expect a single company to do disparate functions really well. We've been using PDQ for software deployments. Sure, he ideal is to have all three aspects fully integrated, but until then, its better to pick and choose from reasonably priced options rather than have to pay an inflated amount for a product that does one thing decently, and other things as nice-to-haves-but-not-yet-fully-realized.
I think a lot of us are trying to figure out the use-case for the cloud product.
Rather than investing dev resources in something nobody has asked for, why not invest in things that customers are asking for?

DonMario
Engaged Sweeper II
Wanted to contribute with the link to some the features requested since 2016:

https://www.lansweeper.com/forum/yaf_postst12768_Helpdesk-Feature-Requests.aspx#post45861


Regards