Please follow the below steps to process Helpdesk tickets:
Step 1: After logging in, Go to Admin -->> Helpdesk Tracker -->> Open Tickets.
Step 2: Click on the “View” option of the ticket that you wish to process.
A separate window pops up, here you can change the category(In progress/On Hold/ Closed)of the ticket accordingly from the Status option.
Step 3: Change the Status from New to In-progress.
Step 4: If any asset is involved you can tag the same in the ticket from Asset Involved dropdown. (Assets can be added from Asset & Inventory Tracker module).
Step 5: Add the ticket updates in the "Add a Note" section.
Step 6: Click Save Changes. Once the changes are made, an email notification will be sent to the user who has raised the ticket.
FYI: Once the work/issue is resolved, ensure to change the status from In progress to Closed. The primary owner of the flat will get the SMS/email alerts/updates of the ticket.