In this article, we will cover why you should use the 'HelpDesk users' feature and how to set it up.
'HelpDesk users' is a feature that can be used to create an overview of tickets reported by facility occupants. This can be used to elevate certain users so they can track tickets, reducing duplication and increasing transparency.
Please note that HelpDesk users can only view reported issues, not edit them, and can only be used with the HelpDesk portal, not the mobile app.
How to set up HelpDesk users
User rights
To set up HelpDesk users, you must be a Dalux FM administrator or be part of a role that has the 'Edit user' permission settings. Roles that have the 'Edit roles' permission can delete HelpDesk users, but not create new ones.
You can find the feature in Settings
Users
'HelpDesk users'.
Create new users
To create a new HelpDesk user, click Create and fill out the form.
- Name: The name can only be added by the HelpDesk user when they first log in using the email below.
- Email: When a user logs in to the HelpDesk portal using this email, they will be granted permission as a HelpDesk user.
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Region: If you select Region, you can select for which regions/buildings/lots the user will see tickets.
- All buildings and lots: The user can see every reported ticket regardless of location.
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Specific buildings and lots: Users see only those tickets that have been added to specific regions/buildings/lots. Click the
icon to select. You only need to choose a region OR a building, OR a lot, but can also choose multiple.
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Zones: If you have set up zones in your instance, you can choose for which zones a user can view tickets.
Manage existing users
If you have previously added a user to your HelpDesk users for specific regions or zones, you can elevate or downgrade a user's access.
Double-click on a user or select them and click on Show user to edit. Then add or remove regions or zones from the user's access and click on 'Save'.
Read more
If you want to learn more about managing tickets on the web, you can read this article: How to manage and create Tickets on desktop.