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 Helpdesk ticket, Click on "View" of the required ticket and change in the pop up window change the status to "New" and click on "Save Changes".
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 can Admin Process Internal helpdesk tickets?
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 ...
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 ...
Can we delete a helpdesk ticket if irrelevant?
No, internal helpdesk tickets cannot be deleted. However, you can move the ticket status from New, In progress,On-Hold, Awaiting Resident Response to Closed. Login to ADDA Admin App -->> Helpdesk -->> Search and click on the desired ticket -->> Once ...
How can I process helpdesk tickets using the ADDA Admin App?
Login to ADDA Admin App -->> Helpdesk -->> Search and click on the desired ticket -->> Once the ticket is opened you can update the ticket status and also add comments if required -->> Click on Note : 1. To make changes to the tickets status click ...