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FM service requests via help desk

As a facility manager, it can be a challenge to ensure that all occupants can easily report requests or issues and that tickets are resolved within the agreed timeframe.

With Dalux FM HelpDesk, you can set up a platform where occupants can submit tickets via desktop and mobile devices, and the tickets can be routed to the appropriate recipients based on the topic - even directly to an external vendor if necessary.

Facility managers can monitor task statuses to track progress at various stages, such as "new," "in progress," or "resolved.
They can apply filters to narrow tasks based on criteria such as location, priority, assignee, or due date. Custom views can be used to group tasks by department, urgency, or type to provide a tailored perspective.
In addition, performance can be tracked to identify bottlenecks and ensure tasks are completed within agreed-upon timeframes.

QR codes

Employees, tenants and building users can quickly and easily report tickets using GPS locations, floor plans or QR codes via the Dalux FM HelpDesk app. Each room or asset can be tagged with a QR code, ensuring convenient, on-the-spot reporting of issues, while providing accurate location details to the recipient.

Automation

HelpDesk tickets are automatically routed to the appropriate facility manager based on location and topic. The facility manager can then create a work order for internal or external handling, complete with all relevant information provided by the reporter.

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This process ensures faster and more efficient service by directing tickets to the right person from the start. In addition, Dalux FM can assign tickets based on specific asset types or room categories, further improving workflow efficiency.

Dashboard

While everything runs in the background and tickets are automatically routed to the right person, you, as the facility manager, can monitor the situation with multiple filters and views.

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HelpDesk administration

As an admin you must have the basic setup created, before the occupants can start reporting on rooms and assets.

Buildings

Each building must be created complete with levels and rooms, read these articles on how to import rooms to your building: Import new DWG drawings to Dalux FM or Import IFC models to Dalux FM

Assets

Assets contain all the information about a particular building component, this could be a door or coffee machine, etc. If the occupants are to report on assets, they must be created and located within a building, level or room.

Read this article to learn more about creating assets: Create FM assets on desktop

HelpDesk teams and topics

Now that we have a location for the occupant to report tickets on, we can set up our team structure, this will ensure that the correct team only receives ticket relevant for them.

Read this article to learn more about how to create teams: Set up teams for HelpDesk

Create the topics to make it easier to report and automatically assign ticket to relevant teams.

Read this article to learn more about how to create topics: Topics in HelpDesk

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A simple setup could look like this, where all cleaning related tickets are assigned to the cleaning manager group. Tickets related to heating, lights, water and windows are assigned to internal services, and if someone orders service, the ticket is assigned to the reception.

You can now generate the QR codes for the rooms and asset by following these two articles:

 Read more

If you want to learn more about work orders, you can read this article: Set up work orders

If you want to learn more about creating a tickets, you can read this article: Send tickets using the HelpDesk mobile app

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