How to set up HelpDesk

In this article, we will go over the HelpDesk settings and how they affect the HelpDesk instance. The settings will help the Dalux FM administrators to customize the instance to their organization's needs.

You find the HelpDesk settings to set up your HelpDesk in

SettingsHelpDesk

Login settings

In the 'Login settings', you manage how users should log in to your HelpDesk and what information they need to provide when registering a new account:

Required login information

If you are using user regions in your instance, activate 'HelpDesk ID'.

HelpDesk IDs are assigned to different user regions that identify the specific region when accessing the HelpDesk. Requiring these IDs for login allows for easy control over which buildings users can view and create tickets for.

They will only see the buildings associated with the region for which the HelpDesk ID is entered.

When this setting is enabled, users will need to enter the HelpDesk ID when logging in.

To see how this affects the login of the user, you can read: How to send Tickets using the HelpDesk mobile app.

It is also possible to set the name and phone number as required information. These fields are always available when logging in, even when they are not required.

Login verification settings

Require two factor authentication 

Enable two factor authentication to increase security for your instance. This will send a 4-digit code to the user that they need to enter before they can log in (to see how this looks for the user, you can read: How to send Tickets using the HelpDesk mobile app.) This code is sent to the user's email address.

Note that users will always need to enter a 4-digit code when opening their previous tickets in 'My tickets', regardless of whether two factor authentication is active or not.

Require GDPR consent

If users need to consent to GDPR documents when logging in to your HelpDesk instance, you can activate and link to the documents here.

If you enabled 'Require GDPR consent', you can add a URL to the documents in 'URL to GDPR Consent details'.

When logging in, users will be required to accept the terms and conditions, which link to the URL you have added:

Add an address in 'Consent email' if the information about any user giving GDPR consent should be sent to an email address:

Domain settings

Validate email domain (require a specific domain for login)

If you want to allow creating tickets only for users of specific email domains, you can activate 'Validate email domain'.

This is especially helpful if you have placed QR codes in public places but want to ensure that only internal personnel can send in HelpDesk tickets.

Click on Add and type in a domain to add it to the list of valid domains. You can add multiple domains for various top-level domains or other situations.

You can test the validity of your setup by clicking Test validation and entering an email into the field.

HelpDesk settings

The 'HelpDesk settings' allow you to set up general settings for the HelpDesk on your instance.

• Show floor plans: Allows users to place their tickets on a floor plan instead of just a building.
• Show deadline: If enabled, users who are checking their open tickets in 'My tickets' can view the 'Expected' column as the planned deadline.
• Show history: Users can see all changes people have made to their ticket.
• Enable assets: Users can create tickets on specific assets instead of on floor plans or buildings.
• QR Scan: Users can scan QR codes from the HelpDesk app to automatically place tickets in a specific location.
• Show QR shortcut: A shortcut for the QR scan is available on the main HelpDesk menu in the app.

Print QR-Codes for rooms

When clicking on 'Print QR codes for rooms', you can select one or multiple rooms to print QR codes for.

Use the filter options to narrow down the results before selecting rooms.

To do so, select a room (Shift+Click or Ctrl+Click to select multiple) and click Generate QR-codes.

QR-codes make it easier for the reporter to add location information for their tickets by scanning the code.

Receipt for reporter

The feature 'Receipt for reporter' lets you design the receipt reporters get when they create a ticket in the HelpDesk portal or from the HelpDesk app. 

You have basic text formatting tools to customize the receipt, like bold, italic, and underlined. Add links to the receipt as desired and click on 'Preview' to see how the receipt looks to the user.