How to get started with the Helpdesk Tracker?

How to get started with the Helpdesk Tracker?

HelpDesk Tracker is the Online Complaint Register of your Society. Here all the requests can be viewed and acted upon by the admin. Driver for each request can be assigned, status can be changed with relevant notes. Requests can be automatically escalated if it is not acted upon within a set time frame.

The HelpDesk Tracker comes with some default categories, so users can lodge HelpDesk Requests readily.

Step 1:  Setup your HelpDesk Tracker:

Step 1: Login to ADDA -->> Admin -->>  HelpDesk Tracker -->> Setup. Create the HelpDesk Categories that are relevant to your Apartment Community.

Step 2: For each HelpDesk Category, provide a Category Owner Level1. This is the User who will get an Email/SMS whenever a request of this category is lodged.

Note: Only those users who have access to Helpdesk Tracker module will be listed in the drop-down.

Step 3: Scroll to the bottom to setup Notification options and Save.

Step 2: Set up the Escalation Matrix:

Step 1: Login to ADDA -->> Admin -->>  HelpDesk Tracker-->> Escalation.

Step 2: Click "View" on the category, if you wish to do the escalation setup. A separate window pops up.

Step 3: Provide the L1 Owners, in Shift 1, Shift 2 & Shift 3 if staff or the admin is working on the requests during specific timings. Select the shift timings. For Level 1, you have to select the relevant option between "Shift Owners, All L1 Owners, Don't send SMS" in this category.

Step 4: Under Escalation to Level 2 provides L2 owners. Two L2 owners can be selected. Mention the No. of days the request should be escalated. You can checkmark the option Owner 2Send SMS? This will trigger an Email/SMS escalation of the request at 9.30 AM.

Step 5: Same as in Step 3, you can set Escalation to Level 3 and Save.

Step 6: Enable the "Send SMS" option for Level 2 and Level 3 Owners in case you wish to send SMS to those owner levels.

Now your Helpdesk Tracker is set and ready for the users to start lodging their complaints.

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