Please follow the below steps to enable the SMS alerts when the ticket is created 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 wish to enable the SMS alerts.
Step 4: For Level 1, you have to select the relevant option between "Shift Owners, All L1 Owners, Don't send SMS". Enable "Send SMS" option for Level 2 and Level 3 Owners in case you wish to send SMS to those owner level.