Setting Up Helpdesk Tracker:

HelpDesk Tracker is the Online Complaint Register of your Society, and of course much more. The HelpDesk Tracker comes with some default categories, so users can lodge HelpDesk Tickets readily. Here are the quick steps to configure or edit the default categories. 

As informed, the system will be having default categories which will be used by most of the Apartments/Villas. If you want to edit/Add the categories, please follow the below steps: 

Step 1: Login to ADDA >> Admin >> Dashboard >> HelpDesk Tracker >> Setup.

You have the option to either edit the existing categories or create new ones in the provided blank field. After making changes, remember to save them.

Step 2: For each HelpDesk Category, you can designate a Level 1 Category Owner. This individual, often an Admin or Point of Contact for that specific category, will receive Email/SMS notifications whenever a ticket in that category is submitted.

Please note: To assign an admin as a Level 1 Category Owner, they must have access to the Helpdesk Tracker, which can be granted under 'Units & Users' through 'Access Control.

Step 3: Enable the checkbox “To include the phone number of the resident in the SMS sent to L1 Owner whenever a Request is registered", if required. 

Step 4: Scroll to the bottom and choose Notification options, if you want to alert the Admins for every request that is created in your apartment, check the checkbox next to their name.

Step 5: Click Save Changes.

• Related Articles

• How to Add Categories and Subcategories in the Helpdesk Tracker?

  How do I add categories in the Helpdesk Tracker? Step 1: Login to your ADDA - - >> Click on "Admin". Step 2: Go to the Helpdesk Tracker. Step 3: Click on Setup. Step 4: Add the category in the Category column. Step 5: Scroll down the page and Click ...

• ADDA Helpdesk Tracker Escalation Matrix-

  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 create a Helpdesk Request on ADDA App?

  Follow these simple steps to create a helpdesk ticket using your ADDA App: Step 1: Open your ADDA App >> on the home page, click on 'Helpdesk'. Step 2 : In the new window, Click on “+” icon on the bottom. Step 3 : Provide the complaint details & ...

• How to add sub categories under Helpdesk Tracker?

  To include Sub Categories under Main Categories, kindly adhere to the following steps: Step 1: Login to ADDA -->> Admin -->> HelpDesk Tracker -->> Setup. Step 2: Identify the Category for which you wish to establish Subcategories. Then, select the ...

• How do I configure the CAFM Bridge under the Helpdesk Tracker?

  Kindly raise a request to ADDA Support for enabling CAFM Setup under Helpdesk Tracker Module. Step 1: The Ground level staff can now be added under Units & Users >> Access Control >> Service Provider option. Then click on the invite option to send ...