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HelpDesk settings

In this article we will go over the general HelpDesk settings, how they affect the HelpDesk instance, and the requirements for using them/setting them up. The settings will help the Dalux FM administrator to customize the instance to their organization's needs.

Read more

We won't be covering 'Teams' and the 'User field configuration' settings here. If you want to learn more about these, read our corresponding articles:

Set up teams for HelpDesk

Create custom user fields

Table of contents

  1. Navigating to HelpDesk settings
  2. Customizing the settings

Navigating to HelpDesk settings

To get to the HelpDesk settings, go to:

 Settings  HelpDesk.

From this menu, you can change several settings for the HelpDesk module of your Dalux FM instance:

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Customizing the settings

In the following, we will go over each setting, how it affects your FM instance, and how you can customize your instance using the settings.

How to customize the 'Receipt for reporter'

The 'Receipt for reporter' setting lets you design the receipt reporters get when they create a ticket in the HelpDesk portal or from the HelpDesk app. 

You have basic text formatting tools to customize the receipt, like bold, cursive, and underlined. You can also add links to the receipt and format those.

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Login settings

The 'Login settings' cover setting up required login information, logic verification settings, and GDPR settings:

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Login settings

Using the login settings, you can require users to enter the HelpDesk ID .

To require the HelpDesk ID, you need to set up user regions and give them a HelpDesk ID.

HelpDesk IDs are tags assigned to different user regions that can be used to identify the specific region while accessing the HelpDesk. When users are required to enter these IDs while logging into the HelpDesk app or portal, it becomes easy to control the buildings that users can view. They will only see the buildings associated with the region for which the HelpDesk ID is entered.

When the setting is enabled, a new field will show when the user logs in using the HelpDesk App, in which the user will have to type in the HelpDesk ID to be able to log in.

To see how this affects the login of the user, you can read: Send tickets using the HelpDesk mobile app.

It is also possible to set name and phone number as required information. The user's email is always required and the 'name' and 'phone number' fields are always visible, even when they aren't required.

Login verification settings

For the verification settings, you can:

Require two-factor authentication 

This will send a 4-digit code to the entered mail that will need to be input before the user can log in (to see how this looks for the user, you can read: Send tickets using the HelpDesk mobile app.)

Note that users will always need to enter a 4-digit code sent to their email, when accessing the 'My tickets' area, regardless of whether two-factor authentication is active or not.

Enable 'Validate email domain' (require specific domain for login)

When enabling the 'Validate email domain' setting, the window will be extended with the 'Domain settings' section:

To require one or more specific domain(s), you need to add them to this section. You can test the validation by clicking the Test validation and entering an email into the field.

GDPR settings require two-factor authentication to be enabled. With these settings, you can require GDPR consent from the user when they log in.

When enabled you need to set a 'URL to GDPR consent details', which should be a link to the owner's own GDPR agreements. A 'Consent email' is also needed. The entered consent email will receive a notification email every time a user accepts the GDPR consent:

Print QR-Codes for rooms

Technical information

You need to have set up rooms for this setting to have any effect. For more information read this article: QR codes for rooms in Dalux FM.

From this setting, you can select one or more rooms to print QR-codes for.

To do so, select the room (or Shift+Click another to select multiple) and click Generate QR-codes.

QR-codes make it easier for the reporter to add location information for their tickets, by scanning the code. 

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Show floor Plans in the HelpDesk portal

Technical information

You need to upload floor plans to your project or use the auto drawings from IFC/ulugin import to use this setting.

This setting enables the Place on floor plan button as shown below. This makes it possible for users to select a specific location on a floor plan for the HelpDesk ticket.

This will save information like levels and rooms (if available) in the ticket.

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Show deadline in the HelpDesk portal

Activating this setting will display the 'Expected' column for users when viewing their submitted tickets, which corresponds to the deadline set for a work order created from their HelpDesk ticket:

QR Scan in the HelpDesk app

With this setting activated, when users click the New ticket button while using the HelpDesk app, the QR-code scanner will open automatically, instead of being prompted to pick a placement on the map. This is the best option if you use QR codes for rooms, assets, etc.

Show QR shortcut in the HelpDesk app

Technical Information

This setting requires the previous setting to be activated to have an effect.

When this setting is activated, the user will no longer automatically enter the QR-code scanning, but instead be prompted to pick a placement. They will however get a little shortcut in the top bar, from where they can enter QR-scan mode:

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