Help Desk


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Modernize your service desk with the right ITSM solution from Landpark

All the technical data collected by the inventory - all analyzes from your assets management system - must finally enable you to set up a help desk best appropriate to your company. Being based on configurations database, the objective of your management is to find solutions fast in order to increase the productivity of your users.

Download Landpark Helpdesk data sheet

Landpark Helpdesk features description


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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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  • Predefined SQL queries exportable to Excel.







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  • 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 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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  • 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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