Setup
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 ...
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 ...
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 ...
How to add user to category owner level 1 Give the user access to the helpdesk?
To assign a person as 'Category Owner Level 1', he should be having access to Helpdesk Tracker Module. You can follow the below ways to add: Including them in the Management Committee: If the individual is part of the Management Committee, please ...
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 to enable the SMS alerts for the category owners when the request is created?
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 ...
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 created earlier with this Category will still show. You can either continue them as-is or change the Category. Step 1: ...
How can admins receive email notification on any new Helpdesk Requests created by the residents?
Helpdesk notifications can be received by the admin members, wherein they can keep a track of the status of tickets created by the customers. Follow the steps below to enable the Helpdesk notifications for Admins: Step 1: Login to ADDA -->> Admin ...