Parent / Child helpdesk tickets

[Paul_Anderson]

In other applications there has been a feature to link tickets. For example

• there is a network outage that is affecting multiple sites / users.
• We create a main help desk ticket for the first call or wiht the ISP. 
• We start reciving multiple helpdesk calls / emails etc that are a result of the main ticket

Is there a way to tie the to tie / link the subsequent calls to the main ticket and Ideally when the parent ticket gets closed 

I know, when I have to go into the directors office debrief I'm going to get asked how many calls we got as a result of this issue. 

This seems like a pretty standard practice in other applications. Searching through the knowledgebase etc it looks like this feature has been discussed and was possibly to be implimented but I cant really seem to find an actual answer. 

Thank you,

[rader]

There is a feature in the helpdesk that allows you to merge tickets and choose the parent ticket. Tick the boxes to select the tickets to be merged, then Actions, Merge tickets.

To merge to a closed parent ticket, you would have to have your helpdesk view showing all open and closed tickets to select in the manner above. That could be quite messy.

Depending on your user role, you may need to have the Merge Tickets enabled in Configuration, User Roles.

Best of luck.

[DavidPK]

Hi Paul,

Currently, development focus for the Lansweeper helpdesk lies in resolving urgent 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. 

Additionally, we are not recommending you choose another product we are offering Intergrations with other solutions that might provide you with the additional features you are looking for however still integrate with Lansweeper. 

Also, just to clarify, there are no plans to "End of Life" the helpdesk for the foreseeable future. We will also still provide technical support going forward and keep taking notes on customer feedback and requested features. But, as mentioned earlier, it will not be likely that any new features will be implemented any time soon.

[DavidPK · Accepted solution]

This is feature has been requested in the past. 

Our current roadmap is focused on offering seamless Lansweeper cloud integrations to popular, industry-leading Helpdesk and Service Desk products, such as ServiceNow and others. We are committed to continuing to support the Lansweeper Helpdesk application, and we will continue to monitor all our customer needs for both the Lansweeper Helpdesk application and the 3rd party help desk applications our customers use and wish to use with Lansweeper.

Instructions to migrate your Lansweeper helpdesk to another platform can be found here: https://help-desk-migration.com/lansweeper/

• For all your questions regarding this migration tool, please submit a ticket here: https://help-desk-migration.com/submit-new-ticket/

For an overview of all Lansweeper integrations, you can refer to this page: https://www.lansweeper.com/integrations/

[Paul_Anderson]

Thanks for the response, just wondering if you can clarify this for me. Are you saying that this feature is not going to be implimented in the Lansweeper application.

Is there any further feature development in the works for the lansweeper helpdesk application and are you recomending that we choose a product from a different company?