Create Service Request Start a new support ticket Check Status Review updates and replies Support Library Choose the right support path Client Docs Step-by-step helpdesk guides DSE Home Return to dsesecurity.com
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DSE Customer Helpdesk

Client Helpdesk Documentation

Public, branded DSE helpdesk guides for customers using the support portal, ticket status tools, client accounts, and email-to-ticket support.

Open a Ticket Check Ticket Status Docs Home
Public customer guides

How to use the DSE client helpdesk

These documents are safe for customers and website visitors. They use generic examples only, with no internal staff procedures and no live customer ticket data.

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. Self-service Support Library The Support Library gives clients a clean starting point for choosing the right support path before opening a request. 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. 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. 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. 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. Ticket conversation Reply to an Existing Ticket Use the ticket detail page to read DSE replies, answer questions, and add screenshots or attachments. Account Profile and Account Settings Clients should review their account information and ask DSE to verify locked identity, contact, company, or site changes. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. Email support Open a Ticket by Email Clients can also open a support ticket through the verified production mailbox helpdesk@detection-systems.com.

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