In this article, we will go over how to log in and send a ticket using the Dalux FM HelpDesk App, which is the mobile app for Dalux HelpDesk.
Table of contents
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 either of the links below:
Then 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 in 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 the 'New ticket' button. 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 and click Report in building or Report on location:
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Then you can choose a room if this is relevant to your issue and if the building owner has added rooms that you can select from.
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 Place on floor plan button to select a specific room in the building or a place on the floor plan of the building:
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QR-code
If your facility manager has put up QR-codes in the building, you can choose 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:
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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:
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 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 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 it has been completed or rejected.
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:
When the facility manager responds to you with a message, you will receive an email notification alerting you to this.
To send a message click the button, then type in a message (add a photo if needed) and click the
in the upper right corner of the screen:
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Read more
If you want to learn more about sending tickets on desktop, you can read this article: Using HelpDesk portal to send tickets on desktop.