→ Having trouble accessing our new support portal or creating a ticket? Please notify our team here
04-17-2024 10:45 AM - last edited Friday
**Update **
We are aware that some user email addresses have not yet been mapped to our systems and we are actively working behind the scenes to ensure all users are mapped properly. In the meantime, please continue to reach out via this thread so that we can get you enabled as quickly as possible.
Thank you for being a valued customer and Lansweeper Pro.
[Original Post]
Hello All,
Let us know if you need assistance raising ticket or using our support portal:
Our team will be actively monitoring this thread to assist you with any questions related to raising tickets or using our Support Portal. Please drop your questions in the comments section below, make sure your posts do not contain any confidential information.
Lansweeper Support Portal:
Community Account Creation:
a week ago
@Tiffany
This should be sorted now. You should have access to our Support Portal. Can you try again?
a week ago
I have registered an account with the account email address and it cannot find the license. It is the email address we have our license associated with.
a week ago
@jaredvanrossum I'm sorry you are having issues logging a ticket. I have created an internal ticket and will reach out to you that way.
2 weeks ago
When I try to make a new case, it just takes me to the manage cases page. I cannot open a new case from that page.
2 weeks ago
Hi there,
We apologize for any trouble you’ve had with submitting a ticket. We've checked your account but found no apparent issues that would block ticket creation.
Additionally, we impersonated your account and ran a check by accessing the Support Portal, which was completed without any issues.
We believe a caching issue is at play here.
If the problem persists, we recommend clearing your browser’s cache and cookies or trying a different browser or a private window. Should you require further assistance, please do not hesitate to contact us. Our team is committed to ensuring you a smooth and efficient support experience.
a month ago - last edited a month ago
Hi, we have used Lansweeper for a long time. I logged in to the new support portal without problems, and I am glad the support emails are mostly there, except some old ones.
For example, I have one case with the original case number [[LAN #816622]] and the subject "Error while editing email alerts". The case number in the new portal is 41407. I have attached a screenshot below:
There is only one message. All replies, images and attachments are gone.
I have some more questions and suggestions:
Thank you and best regards,
Ken
a month ago
Hello there!
We have forwarded your concerns and questions to our support portal admins, they will get back to you as soon as possible. You should also see the case we logged for this appear under your cases in the support portal.
05-23-2024 10:19 AM
Hello, when I go to raise a case on the support portal, I get the following error:
Is this something that can be changed, please?
05-23-2024 04:41 PM
Hello there!
You can contact sales to update your contact information, which will enable you to use the support portal. To contact sales you can use this form: https://www.lansweeper.com/contact/contact-sales/
04-23-2024 05:16 PM
Hi Cliff,
Thank you for taking time to provide us with this feedback. While we love to hear positive comments, it is typically the less positive that helps us drive the most change. For that, I appreciate you taking the time to post.
I am the Director of Customer Success for Lansweeper, and I would love to set up some time to talk to you about your experience and understand where we can improve in order to make sure that our support and product are delivering your desired outcomes. As you pointed out, we are growing and evolving, however it is still our desire to provide the best possible experience for our customers.
Please note, the change in how to log a support ticket and the introduction of the support portal is designed to provide added value to you and not detract from getting you the support you need. One of the key features is the ability to record your screen to allow our support technicians to see the issue as you are seeing as it happens in the application. It is our goal to provide you with access to these types of improvements in order to make the support process easier and allow us to address concerns faster.
I will reach out to you outside of this thread to see if we can get some time set up this week to talk. In the meantime, please don't hesitate to reach out to me directly, claire.millsap@lansweeper.com.
Regards,
Claire Millsap
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