About Helpdesk Management
Helpdesk Management is a robust module designed to streamline issue resolution across facilities and properties. It acts as a central communication hub between tenants, employees, technicians, and supervisors. With automated ticketing, SLA tracking, and mobile notifications, this system ensures that service requests are efficiently logged, monitored, and resolved on time.
Awesome Features
01 Multi-Channel Ticketing
Tickets can be raised via web portal, mobile app, email, or even QR code scans, making it easier for users across levels to report issues quickly. Each request is categorized and routed to the appropriate team for faster resolution. This enhances visibility and accountability throughout the service workflow.
02 Auto-Assignment & Escalation Matrix
Based on the nature of the issue, tickets are automatically assigned to the relevant technician or department. If not resolved within a defined SLA, the system triggers escalation protocols to higher authorities. This ensures no request is missed or delayed.
03 Mobile App Access for Technicians
Technicians receive notifications for assigned tasks through the mobile app. They can update the job status, add comments, and attach images of work done. This real-time update allows managers to track progress on the go and close tickets with transparency.
04 SLA Monitoring and Reporting
Customizable SLA settings let you define expected resolution times for different issue types. The system tracks SLA breaches and generates performance reports, enabling managers to identify delays and optimize workforce allocation.
05 Communication Logs & Feedback
Every ticket maintains a log of communication between the user and the helpdesk team, ensuring clarity and transparency. Post-resolution, users can rate the service and provide feedback, helping improve the quality of support.
How it works
Download our App
Download the Helpdesk App now from the Google Play Store on your Android Device
