How to set up HelpDesk zones

This article will show you how to set up HelpDesk zones. HelpDesk Zones enable you to limit HelpDesk reporters to only report on specific areas (zones) on drawings and floors on the HelpDesk app or HelpDesk portal.

First, create general zones in Locations, and then link them to a HelpDesk zone.

How to set up HelpDesk zones

You need to have buildings with drawings to create HelpDesk zones. If your drawings have room data, you can use the room data when creating zones.

How to create a general zone

To use HelpDesk zones, first create a general zone that includes multiple rooms or areas. Then, add these zones to a HelpDesk zone.

Create zones by going to:

Locations Zones Create

You need to name the zone, and it is recommended to add a description as well.

Then next step is adding polygons to the zone. Click on Draw to continue.

You first need to select which building the HelpDesk zones are in. Find your building in the list or on the map, and click Select to continue.

In this example, our building has room data and multiple floors. Having rooms can speed up the creation process of zones.

Click on a room and then Create. A zone will automatically be drawn for the room.

You can also manually draw your zones. Click Draw zone.

Then, draw a zone by clicking on the drawing.

You can learn more about drawing zones in this article: Zones and zone layers

The menu on the left will show how many rooms are included in your zones. Each zone can be edited or deleted by selecting it. When you are done selecting rooms and/or drawing zones, click 'OK'.

Assigning a zone to a HelpDesk zone

General zones can be added to HelpDesk zones.

• You cannot add multiple zones to a HelpDesk zone
• You cannot use the same zone in different HelpDesk zones

To start creating HelpDesk zones, go to:

Settings Users 'HelpDesk zones'

In this menu, you can create new HelpDesk zones and manage existing ones.

To create a new HelpDesk zone, click on Create.

• Name - The name of the HelpDesk zone that is shown to the users (shown as HelpDesk - Name)
• HelpDesk ID - The HelpDesk ID the user needs to use to see the zones
• Description - A description can be entered and is shown in both Settings and to the users
• Logo - The logo for the HelpDesk ID
• Zone - The specific zone visible to the reporter (see below)

To add a zone, select an available zone from the drop-down menu.

• You cannot add multiple zones to a HelpDesk zone
• You cannot use the same zone in different HelpDesk zones

When selecting a zone, you can change the background visibility and preview your HelpDesk zone.

You can see and share the HelpDesk URL from the HelpDesk zones menu. Users will need to use this link (or type in the HelpDesk ID) on the HelpDesk app or HelpDesk portal.

Print QR codes for HelpDesk zones

QR codes can be generated and printed for HelpDesk zones. This is done by going to:

LocationsZonesSelect one or more zonesMoreGenerate QR-codes

In the next window, customize the QR code print if needed. When done, click 'Generate'. The codes will be generated, and you can download the file to print the codes.

How it affects the end user

When a user logs in with the link, everything will look as it normally does for them. The HelpDesk name, description, and logo is shown. 

When a users tries to create a ticket and place it in the floor plan, they will now only see the rooms/zones that were selected by the admin.