In this article, we will go over how to log in and send a ticket using the Dalux FM HelpDesk mobile app.
Create tickets without the HelpDesk app
If you don't have access to the HelpDesk app, you can scan QR codes and create tickets on your mobile browser.
Note that you can not follow up on your tickets this way. If you want to see your ticket's status and communicate with the responsible party, create the ticket with the HelpDesk app.
Technical information
You can only create tickets without the HelpDesk app when scanning QR codes with the Dalux logo in the center. If you cannot create a ticket without the app, reach out to your Dalux administrator.
When creating tickets this way, follow the steps here: How to send a ticket
Download the HelpDesk app
To download the HelpDesk App, go to your app store and search for 'Dalux FM HelpDesk'.
You can find the download pages for the app by clicking on the links below or scanning the QR codes.
- For iOS on the App Store:
- For Android on Google Play:
Click 'Install':
You can now open the app on your phone and log in to the system.
Logging in to the HelpDesk app
To send a ticket in Dalux on the mobile app, you first need to log in. To do this, you need to enter the 'customer name' when opening the app, which is the name of the Dalux instance. To get this name, reach out to your facility manager.
Then, enter your email, name, and phone number and click 'Continue'.
Note
If you do not enter your name and phone number, you will be prompted to do so later if you want to send a ticket.
This will take you to your page in the HelpDesk App, where you can see your profile (1), create new tickets (2), and see your existing tickets (3):
Additional login requirements
If the instance owner has set other fields or actions as required, read this section to see how you comply with the requirements.
HelpDesk ID
If the facility manager has made it required, you need to enter the HelpDesk ID to log in. This ID is used to identify which building/location you and the ticket are located at.
To get this ID you need to contact your facility manager.
Two-factor authentication
If enabled by the facility manager, you will have to complete a two-factor authentication 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 'OK':
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 or building on the map/list view for the ticket. If you have given the App permission to access your location, you will automatically zoom in on your current position.
You can use the icon to go to your current position if you have moved away from it on the map. The
button lets you switch between different map styles to make it easier to find the location of the issue you want to report.
Select the position on the map or the building where you want to create your ticket, and choose 'Report in building' or '
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.
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 the Floor plan button to select a specific room in the building or a place on the floor plan of the building:
QR-code
If your facility manager has put up QR-codes in the building, you can set the location for your ticket much faster, by clicking the button and scanning the QR-code in the room. This will automatically select the room you are standing in as a location for the ticket:
Pick a topic
When you have set the location of your ticket by placing it on the map or the floor plan, pick a topic that matches your issue. To pick a topic, click on one of the options from the list. Topics might be grouped together, so you can easy find the relevant topic for your ticket.
In this example, we want to report a door that is not closing correctly, so we choose the 'Windows and Doors' topic in the room '00.12 Holdrum'. After picking the topic, a description should be added to explain the issue.
To make it easier for the facility manager to understand and solve the issue, you can add photos to your ticket. To do so, click on Take photo and take a photo of the issue.
You can also pick a photo from your phone by clicking Photo library and selecting a photo.
Send ticket
Once you have selected a location, chosen a topic, and added a description/photo, you can send your ticket by clicking the 'SEND' button at the bottom of the screen.
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 the status of the tickets you created, click on My tickets. This will take you to a new page where you can see all your tickets, ordered by their status.
For privacy reasons, a 4-digit code will be sent to the email that is logged in, which will need to be entered before 'My tickets' can be accessed.
When a ticket is resolved, you will get an email notification letting you know that your ticket was either completed or rejected.
Messages
You can write messages to the facility manager by clicking on a ticket and tapping the button. This will open a new page where you can write the message and where all previous messages are displayed:
Confirm your message by clicking . When the facility manager responds to you with a message, you will receive an email notification alerting you to this.
Read more
If you want to learn more about sending tickets on desktop, you can read this article: How to use HelpDesk portal to send Tickets on desktop.