Duplo Help Desk Simple user guide

Click on the link in the registration or go to

Login using your existing PTC login details. If you’re not already registered

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 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 informing you.

We hope you enjoy using the Duplo Help Desk Duplo Help Desk For further assistance contact: Tel: +44 (0)