How the helpdesk works in Plinth
Residents
- Open Helpdesk → New ticket.
- Pick Category, urgency, flat or common area, title, description, optional location.
- Attach photos (or PDFs); toggle anonymous when the Security category allows it.
- Submit — reference number (e.g. HD-2026-0042). Scan asset QR codes for lift/pump issues (
/report-asset/...).
- Track status, comment, close when fixed, rate, or reopen if needed.
Admins & committee
- Kanban at
/admin/helpdesk or /committee/helpdesk (triage permission).
- Categories & SLA at
/admin/helpdesk/settings: custom categories, auto-assign, business hours, defaulter block, templates, assets.
- Reports at
/admin/helpdesk/reports: category/tower MIS + CSV export.
- Assign/reassign staff, escalate to vendor (work order sync), root cause on close, cancel when invalid.
Staff
- Admin links your email on the roster → open
/staff/helpdesk for assigned tasks.
- Update status, upload field photos, mark resolved.
Resident guide · Admin setup · Staff tasks.
