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 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 Status option.
Step 3. Change the Status from New to In-progress
Step 4: (Optional) Tag the ticket to any Asset if any asset is involved from Asset Involved drop down. (Assets can be added from Asset & Inventory Tracker module)
Step 5: Add the ticket updates in 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 change the status from In progress to Closed. The primary owner of the flat will get all the SMS/email alerts/updates of the ticket.
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 ...
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 admin create a helpdesk ticket (On behalf of a resident) using the ADDA Admin App?
Login to ADDA Admin App -->> Helpdesk -->> Click on the "+" sign to create a ticket -->> Enter the details of the issue being faced -->> Click on Create. Note: For on-behalf ticket (Personal/Community) for any unit, once the ticket is lodged the user ...
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 ...
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 ...