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: Login to ADDA -->> Admin -->> HelpDesk Tracker -->> Setup
Step 2: Just overwrite the category you wish to modify or just remove the content to delete the category.
Step 3: Scroll down the page and click on Save Changes.
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 ...
Is there an option for Admins to filter Helpdesk Requests?
Helpdesk Requests can be filtered based on ticket category, ticket status, unit number etc. Follow the below steps to filter open/closed Helpdesk Requests: Step 1: After Logging in, go to Admin -->> Helpdesk Tracker -->> Open Requests/Closed ...
How can Admin Process Internal helpdesk Requests?
Please follow the below steps to process Helpdesk requests: Step 1: Login to ADDA -->> Admin -->> Helpdesk Tracker -->> Open Requests. Step 2: Click on the “View” option of the ticket that you wish to process. A separate window pops up, here you can ...
How to set escalation for Helpdesk requests?
A Request can be auto-escalated to the person on the next level/Admin when no update happens to it within a certain time frame set by the Admin. The minimum time in which a Complaint can be escalated is 1 day. Requests can’t be escalated if there is ...
How to enable the SMS alerts for the category owners when the request 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-->> Helpdesk Tracker. Step 2: Go to the Escalation tab. Step 3: Click on "View" against the category for which you ...