Setting Up Helpdesk Tracker:

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.

Notes
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 can I check the status of my Helpdesk request?

      Please refer to the following steps: Step 1: Open your ADDA App and navigate to the Home page. Tap on ‘Helpdesk’. Step 2: You will see your tickets categorized under ‘Open’ and ‘Resolved’. Tap on any ticket to view the latest status updates and ...
    • Can I reopen a Helpdesk ticket after it has been closed?

      Yes, as a resident, you can reopen a Helpdesk request if the issue has not been fully resolved or needs further attention. Please follow the steps below to reopen a ticket: Step 1: Open the ADDA App. Step 2: Tap on ‘Helpdesk’ on the home page. Step ...
    • 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 & ...