How to get started with the HelpDesk Tracker?/ Helpdesk tracker workflow

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 if it is not acted upon within a set time-frame.

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

Step 1:  Setup your HelpDesk Tracker:

i. Go to Admin>>  HelpDesk Tracker>> SetUp. Create the HelpDesk Categories that are relevant to your Apartment Complex.

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

Note: Only those users who have access to Helpdesk Tracker module will be listed in the drop-down.
iii. Scroll to the bottom to setup Notification options and Save.

Step 2: Set up the Escalation Matrix:

i. Go to Admin >>  HelpDesk Tracker>> Escalation.

ii. Click "View" on the category, you wish to do the escalation setup. A separate window pops up.

iii. Provide the L1 Owners, in Shift 1, Shift 2 & Shift 3 if staff or admin is working on the tickets 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"this category.

iv. Under Escalation to Level 2 provide L2 owners. Two L2 owners can be selected. Mention the No. of days the ticket should be escalated. You can check mark the option Owner 2Send SMS? This will trigger an Email/SMS escalation of the ticket at 9.30AM.

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

vi. Enable "Send SMS" option for Level 2 and Level 3 Owners in case you wish to send SMS to those owner level.

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

    • Related Articles

    • How to use move in-out tracker? (Workflow of Move In-Out tracker)

      Note: For the Tenants, it is compulsory to have the fields for Agreement Start Date & Agreement end date. IF these fields are not filled in the tenants database will not show in the Approved Tenants list in Move In-Out tracker. Note: The user once ...
    • How to get started with Projects & Meetings Module? (Workflow)

      Objective: Project - Any long-running projects can be logged here. Responsible project members can update notes about work-in-progress which will trigger an email alert to all members watching the project. This helps to understand the effort put in ...
    • 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 setup the Move In-Out Tracker?

      FYI: Admin needs to setup following forms and checklists, before enabling Move IN/Out workflow for your ADDA:   1. Move IN form: Step 1: Go to Move IN/OUT Tracker >> View All >> Setup >> Move-In Form User Step 2: Mark the check-boxes to enable any ...
    • 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 ...