Client Helpdesk Documentation

Start here Client Portal Home Use the DSE customer helpdesk home page to sign in and start a ticket, check an existing request, open support documentation, or return to the main DSE website. 5 workflow sections • 20 actions • 3 visuals Self-service Support Library The Support Library gives clients a clean starting point for choosing the right support path before opening a request. 4 workflow sections • 15 actions • 3 visuals Mobile access Use the Client Portal on Phones, Tablets, and Browsers Use a current browser, normal text scaling, and the production HTTPS site. Save ticket work before switching apps or losing connectivity. 4 workflow sections • 19 actions • 3 visuals

New request Open a Support Ticket Signed-in clients use the Open Ticket page to send DSE a new service request with the details needed to triage and route the work. 5 workflow sections • 23 actions • 3 visuals Existing request Check Request Status Clients can check request status without signing in by using the email address and ticket number associated with the request. 4 workflow sections • 15 actions • 3 visuals Client portal Client Sign In A verified client account is required to create portal tickets and gives clients access to ticket history, private replies, and account-specific information. 4 workflow sections • 17 actions • 3 visuals Account setup Create and Verify a Client Account Public registration is available, but the email address must be verified before the account can be used to create and manage portal tickets. 4 workflow sections • 19 actions • 3 visuals Signed-in clients My Requests and Ticket History Signed-in clients can use My Requests to review ticket history, see current status, and open ticket details. 4 workflow sections • 16 actions • 3 visuals Ticket conversation Reply to an Existing Ticket Use the ticket detail page to read DSE replies, answer questions, and add screenshots or attachments. 4 workflow sections • 15 actions • 3 visuals Account Profile and Account Settings Clients should review their account information and ask DSE to verify locked identity, contact, company, or site changes. 4 workflow sections • 15 actions • 3 visuals Customer access Company, Site, and Ticket Visibility Ticket visibility depends on your contact record, company or site membership, primary-contact settings, collaborator access, and the company ticket-sharing policy. 3 workflow sections • 14 actions • 3 visuals Request progress Ticket Status, Ownership, and Timing Production tickets use Open, Resolved, Closed, Archived, and Deleted statuses. Replies, assignment, scheduling, and dependencies provide the rest of the workflow context. 3 workflow sections • 13 actions • 3 visuals Secure evidence Attachments, Screenshots, and Sensitive Information Attachments can make troubleshooting faster, but they should contain only the customer and system information needed for the specific ticket. 3 workflow sections • 14 actions • 3 visuals Email support Open a Ticket by Email Clients can also open a support ticket through the verified production mailbox helpdesk@detection-systems.com. 5 workflow sections • 20 actions • 3 visuals

Endpoint agent Use the DSE Tray Icon and Request Help Use the DSE Endpoint Agent icon in the Windows notification area to open Machine Status, read the exact protection state, refresh status, copy device information, or reach the DSE helpdesk. 6 workflow sections • 28 actions • 3 visuals Device status Understand Endpoint Status and Background Monitoring Understand the five exact Machine Status states, the status-card fields, what continues in the background, and the safe checks to complete before reporting a device condition. 6 workflow sections • 28 actions • 3 visuals Remote support Prepare for and Participate in a DSE Remote Session Prepare the affected computer, verify the support request, protect private information, and understand the display, protected-key, clipboard, full-screen, and session controls used by an authorized DSE technician. 6 workflow sections • 27 actions • 3 visuals Remote clipboard Use Copy and Paste Safely During Remote Support Remote clipboard text crosses only when the DSE technician uses Paste to remote or Copy from remote through the secure relay; ordinary local copy and paste does not automatically cross the session boundary. 7 workflow sections • 30 actions • 3 visuals Session closeout End a Remote Session and Confirm It Is Closed End the current viewer connection cleanly, verify remote control has stopped, keep the endpoint service running, and reconnect through a new authorized session when more work is required. 6 workflow sections • 26 actions • 3 visuals

Video support Camera and Video Issue Checklist Provide camera identity, location, timing, recorder or application context, and the exact viewing or recording symptom so DSE can begin with the right evidence. 3 workflow sections • 14 actions • 3 visuals Access support Door and Access Control Issue Checklist Identify the exact site, door, credential, event time, direction, and impact while preserving physical safety and avoiding unapproved controller changes. 3 workflow sections • 13 actions • 3 visuals Security systems Alarm, Intrusion, and Intercom Issue Checklist Describe the panel, area, point, device, event time, displayed condition, and current safety impact without exposing codes or performing an unapproved reset. 3 workflow sections • 13 actions • 3 visuals Technical support Network, Workstation, Application, and Login Checklist Narrow the issue by user, device, location, network path, application, account, timing, and recent change while keeping passwords and verification codes private. 3 workflow sections • 13 actions • 3 visuals

Scheduling Prepare for Remote Support, Callbacks, and Onsite Work A confirmed contact, site, access window, scope, safety context, and available device help DSE use the scheduled time effectively. 3 workflow sections • 13 actions • 3 visuals Business requests Projects, Quotes, Invoices, Purchase Orders, and Agreements Give DSE the customer, site, project, reference numbers, decision needed, amount or document context, and deadline without placing payment credentials in a ticket. 3 workflow sections • 13 actions • 3 visuals Commercial lifecycle Follow a Quote, Purchase Order, Order, and Delivery Use the DSE helpdesk ticket as the communication record for quote questions, approvals, purchase orders, ordering, receiving, scheduling, and closeout while treating the approved business documents as authoritative. 6 workflow sections • 24 actions • 3 visuals

Urgent help Urgent Issues, Escalation, and Life Safety State the confirmed impact, affected people or sites, workaround, start time, and safe callback contact. Do not rely on a web ticket as the only path for immediate danger or life safety. 3 workflow sections • 12 actions • 3 visuals