Helpdesk Tracker
How to enable the SMS alerts for the category owners when the ticket is lodged?
Please follow the below steps to enable the SMS alerts when the ticket is lodged by the residents: Step 1: Login to the ADDA admin portal. Step 2: Click on Helpdesk Tracker and under that go to the Escalation tab. Step 3: Click on "View" against the ...
How can I view the closed Helpdesk Tickets? Also, how can I reopen the ticket if its still not resolved from the residents's end?
To view closed Helpdesk Tickets, please follow the steps below: Login to ADDA >> Admin >> Helpdesk Tracker >> Closed tickets. You can search for the required ticket by using the filter option like date, category,serviced by, etc. To open a closed ...
Who can add Helpdesk Categories?
New Helpdesk Categories can be added by your Admin. Please contact your Management committee with your suggestions to add new Helpdesk categories. Try out ADDA APP and connect with your Neighbourhood on the go ! If You have any Queries Please Raise ...
How to set escalation for Helpdesk tickets?
A Ticket can be auto-escalated to the person on the next level/Admin, when no update happens to it within certain time as set by your Admin. The minimum time in which a Complaint can be escalated is 1 day. Tickets can’t be escalated if there is no ...
How to delete/modify helpdesk category?
You can simply over-write and delete the HelpDesk category name. It will no longer appear on the HelpDesk view. The Complaints lodged earlier with this Category will still show. You can either continue them as-is, or change the Category. Step 1: ...
How can admin process a helpdesk ticket?
Helpdesk Tickets needs to be processed in order to ensure that your resident is updated about all the latest updates on their issue. Follow the below steps to process a helpdesk ticket: Step 1. After logging in, Go to Admin>> HelpDesk Tracker>> Open ...
How to get started with the HelpDesk Tracker?/ Helpdesk tracker workflow
HelpDesk Tracker is the Online Complaint Register of your Society. Here all Tickets can be viewed and acted upon by the admin. Driver for each Ticket can be assigned, status can be changed with relevant notes. Tickets can be automatically escalated ...
How can admins receive Helpdesk Notifications?
Helpdesk notifications can be received by the admin members, wherein they can keep a track of the status of tickets raised by the customers. Follow the below steps to enable the Helpdesk notifications for Admins: Step 1: Login to ADDA ...
How to lodge a Helpdesk complaint on ADDA?
If you wish to lodge complaints about issues related to your unit (For example Common Area Maintenance, Issues related to your maintenance dues, etc) to your association admin, you can get in touch with them via internal Helpdesk tickets. Follow ...
Who can view the Helpdesk complaints lodged?
All Complaints that you lodge on your ADDA’s HelpDesk will be visible to all members of your flat who are registered on your ADDA. The HelpDesk shows the same information to all Users of a Unit. Note:If any update is done by admin, primary contact ...