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Landpark® Helpdesk

 

Affordable help desk ticketing software - increase your reactivity by deploying your ITIL service desk.

A strategic choice for a better user support.

100% Web, Landpark Helpdesk brings you an effective tool for helpdesk management and incident resolution. Starting from 50 employes, Landpark Helpdesk provides the ideal tool to rapidly help your technical support. Landpark Helpdesk effectively contributes thus to reduce and your helpdesk costs, and the total cost of exploitation of your workstations. Landpark is committed for many years to quality and our solutions have the features that will help you implement ITIL (Information Technology Infrastructure Library), which are a set of best practices to improve quality support services to users. Our engineers are trained in implementing IT service management in accordance with ITIL approach and processes and are all ITIL V3 certified.All the technical data collected by Landpark Inventory - all data analyzes incorporated in Landpark Manager, your IT asset management system - all this information must finally enable you to set up the helpdesk service best appropriate for your company. Being interfaced with your incidents and configurations database in order to help your helpdesk team to support users, your goals now is to find fast solutions to increase your company's productivity.

Landpark Helpdesk data sheet

Discovering Landpark Helpdesk

Technical film Landpark Helpdesk features

Landpark Technology



A helpdesk management extended more largely to your company complete infrastructure.

The notion of the helpdesk can be much broader and must enable you to support other technical equipment (telephony, office needs, car management, etc…) : who currently solves technical problems from a simple Access base or from an Excel file? Landpark Helpdesk enables you to effectively carry out your support management on your material as well as on your software and brings you a perfect economic control. Compare for example the cost of the people assigned to the support user with the profit of productivity obtained by the reduction of the unavailability of your Pc’s. The choice of a efficient helpdesk software is justified if a person does not arrive any more to ensure data-processing maintenance. In terms of investment returns, savings are very quickly visible.

 

 

An easy-to-use and flexible help desk software that simplifies IT service management.

Landpark will allowi you with a common sense to configure your ITSM workflows to suit your ITIL requirements and to help you attain superior support, productivity, and service delivery. Our engineers are trained in implementing IT service management in accordance with ITIL approach and processes and are all ITIL V3 certified.

ITIL in Achieving ITSM Excellence: Information Technology Infrastructure Library (ITIL®) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with business needs and describes how IT resources should be organized to deliver business value, process documentation, and ITSM.

  • Incident management
  • Change management
  • Problem management
  • Service-level management
  • Continuity management
  • Configuration management
  • Release management
  • Capacity management
  • Financial management
  • Availability management
  • Security management
  • Help desk management
  • Knowledge management

 

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 Request directly made by users.

  • Tree search with problem-related keywords,
  • Ability to attach files or forms to request.

 

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 Request made on behalf of users.

  • Objects linked to the user,
  • Change priorities according to access rights,
  • Attach files to requests.

 

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 Request made by emails.

  • Several types of email templates (with Landpark HelpMail) containing free text or optional variables can be set up and received by Landpark Helpdesk.

 

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List of tickets by status.

  • Displays the expected lead time, the opening time and processing time when closed,
  • Problems and associated solutions,
  • Remote control,
  • The user can view its ongoing requests list to know the status of each of its requests.

 

 

 

Click on the image    Detail of a ticket.
  • User impact assessment (shows what users are affected by a given ticket. Affected users can also be notified by email.
  • Contract alerts (shows the maintenance contracts or guarantees that have expired, and that are related to the current ticket’s hardware information).

 

 

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 Automated scheduling.

  • The automated scheduling feature allows you to assign one or more technicians to a given request type,
  • Tickets that are marked for automated scheduling are automatically assigned to the right technician or supplier.

 

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 Technician and supplier schedules.

  • Technician schedule, technical group schedule or suppliers with recurring tasks,
  • Schedule can be exported to Outlook,
  • Calendar views by day, week or month.
 

 

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 Predefined messages are sent by email according to event types.

  • Messages are automatically sent via email depending on the event,
  • Possibility of forwarding messages to newsgroups. 


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 Closing the ticket.

  • Ability to specify a resolution type and an action type when closing,
  • Ability to suspend the ticket, mark it for callback or escalation,
  • Report is fed to the knowledge base,
  • Detailed ticket history.

 

 

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 Ticket History.

  • By keyword, by status, by technician or supplier, etc. in the solution or equipment tree,
  • Full ticket details can be exported to Excel. 

 

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Knowledge base.

  • To provide users with a basic (level 1) knowledge base,
  • To provide support teams with a technical (level 2) knowledge base,
  • Attach solutions and related forms to help users and technicians.

 

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 Searching for items in your database.

  • Complete search for IT or non-IT items using the Landpark Manager database, returning detailed object information.

 

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 Memos and alerts for overdue tickets.

  • Alert by memo or by email alarm for overdue tickets,
  • Suspension or reassignment of tickets to other support technicians or supplier.

 

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 Queries.

  • Predefined SQL queries exportable to Excel.

 

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 Statistics.

  • Uses predefined templates. 
  • Statistics are exportable to various formats.

 

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 Project management.

  • Allows you to keep track of your ongoing projects. Projects can be assigned to specific locations,
  • Project tasks can be dispatched to different user groups and are displayed in a Gantt chart.

 

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 News.

News can be assigned to categories by posting announcements in Landpark Helpdesk’s main menu.

 

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 Polls and surveys.

  • Feedback polls,
  • User surveys.

 

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 Automated escalation.

  • Automated escalation allow certain types of requests to be related to other requests in order to undergo an escalation,
  • The chaining of problems is not limited to two types of problems: you can link as many types of problems as you wish. You can for instance specify that a request for printer cartridges should be linked and escalated to a request for paper.

 

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 Problems and solutions settings.

  • With files, links and attached forms,
  • Lead time, priority and keywords,
  • Assignment to technician responsible or supplier for solving the problem.

 

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 Technicians management.

  • Schedule and skills management in terms of incident resolution.

 

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 Managing groups of technicians.

  • Management by geographical groups or skill groups.

 

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 Priority Management.

  • Priorities are assigned to organizations / locations.

 

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 Activate display filters when users make requests.

  • To filter the types of requests that a user can display in various treeviews according to his/her profile, upon sending a request (e.g display only computer support requests, or requests for consumables, etc.).

 

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 Preferences.

  • Email alerts for overdue requests, default schedule view, schedule overbooking and backdating, permission to schedule ticket operations prior to their date of creation.

 

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Validation chains.

  • Allow you to specify who is responsible for validating specific requests,
  • Every time an authorized person validates  a request of this type, a notification is sent to the next person in the validation chain.

 

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Settings when closing.

  • Resolution types,
  • Action types.

 

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 Company profile settings.

  • Quickly configure various settings from a dashboard.

 

 

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