In this article, we will go over how to log in and send a ticket using the HelpDesk Portal, the desktop browser app for Dalux HelpDesk.
Log in to the HelpDesk portal
To send a ticket in Dalux on desktop, you first need to log in to the Dalux HelpDesk Portal. To do this you need a URL link from the Dalux instance owner looking like this:
https://helpdesk.dalux.com/xxxxThe login page will look like this:
If the instance owner has not set anything else as required, you only need to type in your email and click 'Log in'.
Please note
If you do not enter your name and phone number, you will be prompted to do so later if you want to send in a ticket.
Additional login requirements
HelpDesk ID
If the facility manager has made it required, you need to enter the HelpDesk ID to log in. This ID identifies the building or location of the ticket.
To get this ID, contact your facility manager.
Two-factor authentication
If two-factor authentication is enabled by the facility manager, you'll need to complete it to log in. When logging in, you will be prompted to type in a 4-digit code that you will receive by email:
Then type in the code in the login window and click 'Continue':
After logging in, you will be taken to your page in the HelpDesk Portal where you can (1) see your profile, (2) create new tickets, and (3) see your existing tickets:
How to Send a Ticket
To send a ticket, click on New ticket. This will take you to a new page where you need to select a location on the map or select a building for the ticket:
If you report a ticket in a building, you can specify the exact location by placing it directly on a floor plan () or by selecting a room from the drop down menu.
It's important to choose the right location to make it easier for the facility manager to find the issue.
Place on floor plan
If this feature has been enabled, you can click on to select a specific room in the building or a place on the floor plan of the building. If you're unsure of your building's name, click on
to select it from the map view.
Place on map
If the ticket is not related to a building, you can place it directly on the map by clicking on . Click on the ticket's location on the map and confirm with
Select placement.
Pick a topic
When you have given a location to your ticket by placing it on the map or the floor plan, you need to pick a topic for your ticket that matches your issue. Topics might be grouped in to categories. You can open a group and select a topic from the list.
In this instance, we chose the 'Heating and Ventilation' topic to have an issue fixed with the radiators in the room '00.11 GROUP'.
After selecting a topic, include a description of the issue and attach photos or documents to help the facility manager understand it better.
When you have added all relevant information, click on 'Send ticket':
When the ticket has been sent, you will get a confirmation message and can click 'Home' to return to the main page. You will also receive a confirmation email.
My tickets
To see your tickets, on the main page of the HelpDesk, click on My tickets. For privacy reasons, A 4-digit code will be sent to your email, which you need to enter before you can access your tickets.
This will take you to a new page where you can see all your open tickets:
When a ticket is resolved, you will get an email notification that it has been completed.
You can also see your completed and closed tickets by clicking on Closed tickets:
Messages
Click on a ticket to open it. Here you see all relevant information and communication between you and the facility managers. Write new messages and send additional photos or attachments:
When the facility manager responds to you with a message, you will receive an email notification alerting you to this.
Deadline
If deadlines are enabled, you will also be able to see when a ticket is expected to be resolved. This is shown in the 'Expected' column under My tickets:
HelpDesk users
If your account is created as a HelpDesk user, you can see other users' tickets based on your permissions. This is a useful feature for users who do not need to interact with HelpDesk but need to be able to get an overview of tickets in the system.
You can read more about HelpDesk Users here: HelpDesk users.
To see other users' tickets, click on My tickets and then click
Tickets overview to see the tickets you are allowed to see:
From here, you can Search or filter on columns to find the tickets you need to see.
Like any other user using HelpDesk, you can click on a ticket to see the content. Please note that you can't edit the ticket, only view the content.
Read more
If you want to learn more about sending tickets on the Dalux FM HelpDesk app, you can read this article: How to send Tickets using the HelpDesk mobile app.