In this article, you will learn why you should use topics and how to set them up in the Dalux FM HelpDesk module.
Based on location and topic, HelpDesk tickets can be automatically distributed and assigned to the appropriate facility manager. This means better and faster service because tickets are routed and handled by the right person from the start.
Dalux FM can also distribute tickets based on different assets or room types.
Topics in HelpDesk can be grouped into categories, making it easier for reporters to find the topic they are looking for.
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To be able to set up topics, you must have created the teams and invited your users. Please read this article to learn how to create teams: How to set up Teams for HelpDesk.
You must also have created your regions, lots, buildings, levels, and rooms. (Rooms and levels are not required, but users will not be able to create a ticket on a floor or in a room if they are not created).
Please read this article to learn how to create the location structure: How to create Estates, Lots and Buildings.
Assets are not required, but users will not be able to create a ticket for an asset if it has not been created. Please read this article to learn how to create the assets: How to create FM Assets on desktop.
User rights
To set up topics in your Dalux FM instance, you must be a Dalux FM administrator or have a user role with HelpDesk administrator permissions.
Topics are used as the icon cards for the reporter when they create a ticket via the desktop or mobile app. Topics can direct the flow of information to automate the distribution of tickets based on the topic and location of the ticket.
For example, you might want tickets related to 'Heating and Ventilation' to go to the janitor, and tickets related to 'Cleaning' to go to the cleaning staff.
How to set up topics
Topics can be found in: Settings
HelpDesk
'Topics'.
This will list the current topics and groups for your instance. By default, topics will be ungrouped.
In the topic configuration, you can:
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Create: Use this to create a new group, topic, or link.
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Edit: Edit a topic or a group.
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Delete: When a topic is deleted, any tickets that use that topic are not deleted. They will remain in the HelpDesk module with the topic name in the title.
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Move topic: Select a topic and remove or move it to a different group.
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Reorder: Reorder the topic groups or the order of ungrouped topics
If you have many topics, you can Search.
The order will affect the list here as well as the order on the HelpDesk portal.
How to create a new topic group
To create a new topic group, click Create
Group. This will open a new window where you can create your topic group.
The name and icon will be shown in the HelpDesk portal. The description is only shown in the setup screen.
When the topic group has been created, you can create new topics or links directly in the topic group window.
How to create a new topic
To create a new topic, click Create
Topic and an empty topic is shown:
Name and description
Name - This is the name that the reporter sees when they file a new ticket, and it becomes part of the ticket name. If the name of the topic is changed, all tickets that use that topic will also be renamed. It is recommended to keep this as short and relevant as possible.
Icon - This is the icon that the reporter sees when they report a ticket. Click on the icon to change it and search in the icon library.
Description - This is the description the reporter will see when hovering over the icon when selecting a topic from the HelpDesk portal.
You can choose whether the topic requires a description and photo before a ticket can be sent.
Technical information
Visibility
This determines who can see this topic when they want to create a ticket.
- Full: Anyone with the HelpDesk Portal link and access to the instance.
- Only visible for teams: This topic will only be visible to users who have access to the instance via the Helpdesk administrator or 'Edit' role.
- Only visible from API: This topic will only be visible to an API, not to any users on the instance or HelpDesk portal.
Responsible for tickets
This section specifies which buildings and lots can be linked to these topics and determines who is responsible for the ticket upon creation. It is used together with the 'Topic applies to' section below.
You can assign a responsible team for tickets by selecting all or specific buildings and lots. When specific options are chosen, the topic will only apply to tickets for those selected buildings/lots.
When you click the -icon next to Responsible, a window will open, where the responsible can be selected.
You can select which team and member team will automatically be selected as the responsible when a ticket is created.
Work order settings are for when a ticket is turned in to a work order. You can set the default deadline and priority. If your FM instance has multiple work order templates, you can also select which template to use.
A checklist can also be added, which will attach the checklist to a work order created from the ticket.
Use Auto create work order to automatically make a work order when a ticket is created on this topic (requires the O&M Pro module).
Use Auto order to supplier to automatically send an order to a supplier when a ticket is created on this topic (requires the O&M Pro module). When using the option, you can also select which supplier.
Responsible for tickets in specific buildings
If you have selected 'Specific buildings' or 'Specific lots', you can create groups of buildings/lots to which these settings will apply.
This is done at the bottom of the window.
You can use regions or select specific buildings. You can read more about user regions in this article: User roles and regions
Each group of selected buildings/lots will be displayed in a list view, where you can Add new,
Edit existing, and
Remove them.
Click 'OK' to exit and save the list or 'Cancel' to exit without saving.
Restrict topics to certain locations
If you want to restrict topics to certain locations or assets, you can do so in the 'Topic applies to' area. At least one must be selected before you can save the topic.
The topic will only be available to the reported, when it matches the selections made here.
Buildings
If you select this option, the topic can be placed in buildings. You can select all buildings or choose specific ones.
Lots
If you select this option, the topic can be placed on lots. You can select all lots or choose specific ones.
Rooms
If you select this option, the topic can be placed in specific rooms.
- All room types: The topic can be applied to all rooms belonging to the selected buildings
- Specific room types: The topic can only be used on rooms of a specific room type belonging to the selected buildings
Assets
If you select this option, tickets with this topic can be placed on an asset.
- All classifications: The topic can be applied to all assets belonging to the selected buildings and/or lot
- Specific classifications: The topic can only be applied to selected asset classifications belonging to the selected buildings and/or lot
How to add topics to groups
To add topics to groups, select a topic from the list and click Move topic, then select a group to move the topic to.
How to create an external link
You can set up HelpDesk topics that link to external pages. This can help HelpDesk reporters to quickly access relevant websites, such as signups for events, the company website, or intranet sites.
To create a new link, click Create
Link
You can set one URL for all buildings or lots, or specify specific URLs for different buildings.
When reporting via the HelpDesk app, a link icon is shown for links (), and the reporter will see a message that they are about to leave the app.
Read more
If you want to learn more about creating tickets, you can read this article about: