duplo help desk simple user guide click on the link in the registration email or go to

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Page 1: Duplo Help Desk Simple user guide Click on the link in the registration email or go to
Page 2: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

Duplo Help Desk

Simple user guide

Page 3: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

Click on the link in the registration email or go to www.duplohelpdesk.com

Page 4: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

Login using your existing PTC login details.If you’re not already registered email [email protected]

Page 5: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

HOME: Here you can see a list of your organisations current issues

Page 6: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

My Issues: Here you can see at a glance the issues you are involved with, including closed

Page 7: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

Knowledge Base: Here you’ll see a list of resolved items considered to be of high importance – Hot Topics

Page 8: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

Along with a constantly evolving source of responses and solutions to faults and questions

Page 9: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

New Issue: To raise an issue click “New Issue” on the home page

Page 10: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

New Issue: Select the product and system from the drop-down lists.Add a serial number if you have it.

Page 11: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

Priority: Whilst all issues are important this helps decide which issues should be dealtWith first, so please use it sensibly.

Page 12: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

Subject: The subject is very important; please try to keep it short yet descriptive asthis will be used to search for the issue at a later date.

Include the machine name and error code or part

affected where possible

Page 13: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

Details: Enter a detailed description of the issue, include as much information asPossible; BG or Non BG, main and panel software version, type of job, frequency ofoccurrence etc.

Page 14: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

Add file: Here you have the option to add documents and images relevant to the issueTo add an attachment click “browse”, select the file and click “open”. To add anotherclick “Add”. Files you add are limited by type and size, Max 1000KB.

Page 15: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

Submit: Once you are finished and happy with all the details click “submit”.This generates an automatic email sent to Duplo Help Desk where your issue will bedealt with

Page 16: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

Add/View comments: Once submitted you can re-visit your issue to add and reply tocomments in the message log.Each time a response is added you will receive an email informing you.

Page 17: Duplo Help Desk Simple user guide Click on the link in the registration email or go to

We hope you enjoy using the Duplo Help Desk

Duplo Help Deskwww.duplohelpdesk.com

For further assistance contact:Email: [email protected]

Tel: +44 (0) 1932 263 919