How Daem works

1. What is Daem?

Daem is a program for IT help. Something is broken? You need a new laptop? You need access to a folder? You write it in Daem.

The IT team sees your message. They answer you. You can read the answer at any time. Nothing gets lost.

2. Who uses Daem?

There are three kinds of users:

• Requester — this is you. You write tickets and you answer questions.
• Agent — this is the IT person. They read the tickets and solve the problems.
• Administrator — this person manages the program: users, categories, times and reports.

3. How do I sign in?

1. Open the address of Daem in your browser.
2. Write your username (or your email) and your password.
3. Click “Sign in”.

Your account is made by the IT administrator. You cannot make an account yourself.

4. How do I write a ticket?

1. Click “New Ticket” on the left side.
2. Write a short subject. Example: “My printer does not print”.
3. Choose a category. Example: “Hardware”.
4. Choose a priority. Look at section 6 below.
5. Write what happened. Write the error message if you see one. Write what you already tried.
6. Click “Send ticket”.

After that you get a ticket number. The IT team gets a message.

5. What do the status words mean?

• New — your ticket is new. Nobody started yet.
• Open — an IT person started to look at it.
• In Progress — the IT person is working on it.
• Waiting on User — the IT person waits for an answer from you.
• Resolved — the problem should be solved now. Please check it.
• Closed — the ticket is finished.

6. What is priority and SLA?

The priority says how fast the IT team should answer. Please choose it honestly.

• Urgent — you cannot work at all. Answer target: 1 hour.
• High — your work is very slow or blocked for many people. Answer target: 4 hours.
• Medium — you can work, but it is annoying. Answer target: 8 hours.
• Low — a small problem or a question. Answer target: 24 hours.

SLA means “service level agreement”. It is the time target for an answer. Daem shows a small clock bar under every open ticket. Red means late.

7. How do I answer?

1. Open your ticket.
2. Write your message in the box at the bottom.
3. Click “Send”.

You can also close a solved ticket. Click “Close ticket” when everything is fine.

8. Can I send files?

Yes. You can add files to a message. For example a photo of the problem or a screenshot of the error.

• One file can be up to 5 MB.
• Allowed: PDF, pictures (PNG, JPG, GIF), text, CSV, Word, Excel and ZIP files.

9. What is the knowledge base?

The knowledge base has short articles. They explain easy solutions. Maybe your problem is already there.

1. Click “Knowledge Base”.
2. Write a word in the search box. Example: “password”.
3. Open an article and read it.

You can also vote: “Yes, this helped” or “No, this did not help”.

10. For IT agents: your daily work

1. Look at the desk queue on the left: “Open”, “Unassigned” and “Answer overdue”.
2. Open a ticket. Read the description carefully.
3. Give the ticket to yourself: choose your name in the “Agent” list.
4. Answer the requester. Ask for more information if you need it.
5. Write an internal note if your team must know something. The requester cannot see it.
6. Change the priority or the category if it is wrong.
7. Set the status to “Resolved” when the problem is solved.

11. For administrators: how to set up Daem

1. “Users” — make accounts for your team and for the requesters. Choose the role for each user.
2. “Ticket Categories” — make categories that fit your company. Example: Hardware, Software, Network.
3. “SLA & Settings” — write the name of your help desk, the ticket prefix and the time targets.
4. “Knowledge Base Admin” — write categories and articles for common questions.
5. “Reports” — see how many tickets came in, how fast they were solved and how many were on time. You can download a CSV file.
6. “Audit Log” — see every action: who signed in, who changed what. Useful for security.

12. The life of a ticket

The requester writes the ticket. The IT team answers and works on it. When it is solved, the status is “Resolved”. If the problem comes back, the requester writes again and the ticket goes back to “Open”.

13. The task board

The task board shows every ticket as a card in three columns: Created, In progress, Done.

Created = a new problem. Nobody works on it yet. In progress = the IT team works on it, or waits for your answer. Done = solved or closed.

• Click a tab (All, Created, In progress, Done) to see only one column.
• Use the filters: search, person, priority, category, and how old the done tasks are.
• IT team: drag a card to another column. Or open “Move” on the card and choose the column.

14. E-mails

When e-mail is on (Administration → SLA & Settings → E-mail), Daem also sends e-mails:

• You write a ticket → you get a receipt. The IT team gets an e-mail.
• The IT team answers or changes the status → you get an e-mail.
• You answer → the IT person of your ticket gets an e-mail.

15. Small dictionary

• Ticket — one request for help.
• Agent — the IT person who solves tickets.
• Requester — the person who needs help.
• Priority — how fast the answer must come.
• SLA — the time target for an answer.
• Status — where the ticket is right now.
• Internal note — a private message for the IT team only.
• Knowledge base — articles with easy solutions.
• Attachment — a file that you send with a message.