All information on the import template can be found in the following KB article: https://community.lansweeper.com/t5/configuring-using-the-helpdesk/receive-tickets-through-the-web-c...
If you are getting the error that the e-mail address is already assigned to a helpdesk user, this indicates that there is a username/email address combination in your import file whose email address is already in the Lansweeper database, but whose other user details submitted in the import file don't match the ones already present in the database. As a result, the import feature cannot determine whether the user in your import file is already present in the database. There are two possible solutions to this problem. Either:
- Make sure the user and agent names and domains in your import file match the ones already present in the Lansweeper database. You can see your users and agents listed in the Configuration\User Access & Roles section of the Lansweeper web console.
- Leave all of the fields below in the import file blank, except for the email address field.
