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Using HelpDesk portal to send tickets on desktop

In this article, we will go over how to log in and send a ticket using the HelpDesk Portal, the desktop browser app for Dalux HelpDesk.

Table of contents

  1. Login to the HelpDesk portal
  2. How to send a ticket
  3. My tickets
  4. HelpDesk users

Login to the HelpDesk portal

To send a ticket in Dalux on desktop you first need to log in to the Dalux HelpDesk Portal. To do this you need a URL link from the Dalux instance owner looking like this:

https://helpdesk.dalux.com/xxxx

The login page will look like this:

If the instance owner has not set anything else as required, you only need to type in your email and click 'Log in'. 

Please note

If you do not enter your name and phone number, you will be prompted to do so later if you want to send in a ticket.

Additional login requirements

HelpDesk ID Two-factor Authentication

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.

After logging in, you will be taken to your page in the HelpDesk Portal where you can see your profile (1), create new tickets (2) and see your existing tickets (3):

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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 on the map or select a building for the ticket:

Then you can choose to pick a room if this is relevant to your issue and if the building owner has added rooms that you can select from.

It is important to pick the right location to make it easier for the building administrators to locate the issue.

Place on floor plan

If this feature has been enabled, you can click on Place on floor plan button to select a specific room in the building or a place on the floor plan of the building:

Pick a topic

When you have given a location to your ticket by placing it on the map or the floor plan, you need to pick a topic for your ticket, that matches your issue. To pick a topic, click on one of the topic boxes:

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In this instance, we chose the 'Heating and Ventilation' topic to have an issue fixed with the radiators in the room '00.12 Holdrum'.

After picking the topic, a description must 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 'Add photos' and select a photo to upload from your PC:

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If needed you can also add documents to the ticket, by clicking 'Add documents'.

Send ticket

When a placement has been picked, the topic chosen, the description and photos added, you can send your ticket by clicking on 'Send ticket':

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 your tickets click on My tickets. For privacy reasons, A 4-digit code will be sent to your email, that will need to be entered before you can access your tickets.

This will take you to a new page where you can see all your opened tickets:

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When a ticket is resolved, you will get an email notification that it has been completed.

You can also see your completed and closed tickets, by clicking on Closed tickets:

Messages

You can write messages to the facility manager by clicking on a ticket. This will open a new page where the message history is displayed and you can write new ones:

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When the facility manager responds to you with a message, you will receive an email notification alerting you to this.

Deadline

If it has been enabled, you will also be able to see when a ticket is expected to be resolved. This is shown in the 'Expected' column under My tickets:

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HelpDesk users

If your email is created as a HelpDesk user, you can see other users' tickets based on your permissions. This is a useful feature for users who do not need to interact with HelpDesk but need to be able to get an overview of tickets in the system.

You can read more about HelpDesk Users here: HelpDesk users.

To see other users' tickets, click on My tickets and then click Tickets overview to see the tickets you are allowed to see:

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From here you can Search or filter on columns to find the ticket you need to see.

Like any other user using HelpDesk you can click on a ticket to see the content. Please note that you cannot edit the ticket, only view the content.

Read more

If you want to learn more about sending tickets on the Dalux FM HelpDesk app, you can read this article: Send tickets using the HelpDesk mobile app.

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