Dear ADDA Admins,
There have been 2 enhancements to your Helpdesk Tracker.
1. Introducing Shift Timings for Level-1 Ticket Notification.
This functionality is relevant for large Complexes where Maintenance staff (e.g., Plumbers, Electricians) work in shifts.
When a ticket is raised, based on the time of the ticket, the ticket will get assigned to the Staff who is scheduled to work in that shift.
To set up the shifts:
Admin’s Dashboard > Helpdesk Tracker > Escalation and click on the Category. Here you can configure the Staff and the Shift timings. ADDA will take care of routing the tickets based on this.
2. Secondary Notifier for Escalations
When a ticket gets escalated, now a copy of the notification ( SMS or Email ) can be sent to another Admin. This will help the Management Committee effectively monitor the Tickets that are getting escalated.
Regards
ADDA Team