Dear ADDA Admins,<\/p>\n
There have been 2 enhancements to your Helpdesk Tracker.<\/p>\n
1. Introducing Shift Timings for Level-1 Ticket Notification.<\/strong><\/p>\n This functionality is relevant for large Complexes where Maintenance staff (e.g., Plumbers, Electricians) work in shifts.<\/p>\n 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.<\/p>\n To set up the shifts:<\/p>\n 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.<\/p>\n 2. Secondary Notifier for Escalations<\/strong><\/p>\n 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.<\/p>\n Regards 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…<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[3],"tags":[359,235],"class_list":["post-2779","post","type-post","status-publish","format-standard","hentry","category-product-updates","tag-complaint-escalation","tag-complaint-management"],"_links":{"self":[{"href":"https:\/\/adda.io\/blog\/wp-json\/wp\/v2\/posts\/2779","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/adda.io\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/adda.io\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/adda.io\/blog\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/adda.io\/blog\/wp-json\/wp\/v2\/comments?post=2779"}],"version-history":[{"count":0,"href":"https:\/\/adda.io\/blog\/wp-json\/wp\/v2\/posts\/2779\/revisions"}],"wp:attachment":[{"href":"https:\/\/adda.io\/blog\/wp-json\/wp\/v2\/media?parent=2779"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/adda.io\/blog\/wp-json\/wp\/v2\/categories?post=2779"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/adda.io\/blog\/wp-json\/wp\/v2\/tags?post=2779"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\nADDA Team<\/p>\n","protected":false},"excerpt":{"rendered":"