Transcript Document

Duplo Help Desk
Simple user guide
Click on the link in the registration email or go to www.duplohelpdesk.com
Login using your existing PTC login details.
If you’re not already registered email [email protected]
HOME: Here you can see a list of your organisations current issues
My Issues: Here you can see at a glance the
issues you are involved with, including closed
Knowledge Base: Here you’ll see a list of resolved
items considered to be of high importance – Hot Topics
Along with a constantly evolving source of responses
and solutions to faults and questions
New Issue: To raise an issue click “New Issue” on the home page
New Issue: Select the product and system from the drop-down lists.
Add a serial number if you have it.
Priority: Whilst all issues are important this helps decide which issues should be dealt
With first, so please use it sensibly.
Subject: The subject is very important; please try to keep it short yet descriptive as
this will be used to search for the issue at a later date.
Include the machine name
and error code or part
affected where possible
Details: Enter a detailed description of the issue, include as much information as
Possible; BG or Non BG, main and panel software version, type of job, frequency of
occurrence etc.
Add file: Here you have the option to add documents and images relevant to the issue
To add an attachment click “browse”, select the file and click “open”. To add another
click “Add”. Files you add are limited by type and size, Max 1000KB.
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 be
dealt with
Add/View comments: Once submitted you can re-visit your issue to add and reply to
comments in the message log.
Each time a response is added you will receive an email informing you.
We hope you enjoy using the Duplo Help Desk
Duplo Help Desk
www.duplohelpdesk.com
For further assistance contact:
Email: [email protected]
Tel: +44 (0) 1932 263 919