I am testing Lansweeper for our organization and I am able to create tickets via email but I can't seem to create them via the user dashboard. When a user goes to his/her dashboard and selects "New Ticket," they fill it out and select "Send" yet nothing happens. It never appears in the administrator/agent helpdesk.
Since you're not indicating any error I'm assuming the ticket is actually created, meaning you can actually see the ticket when logged on as the user in the web console.
Try searching for the ticket by ID in the web console with your agent account, it may be of a ticket type that falls outside of your set up filters. Also make sure you're connecting to the same web console with the user account. (you may have multiple installations)