What is society helpdesk software?
Society helpdesk software is a ticketing system where residents report issues — plumbing, lift, security, housekeeping — and track them to resolution. The committee triages tickets with reference numbers (HD-YYYY-NNNN), a Kanban workflow, and SLA timers instead of lost WhatsApp messages.
On Plinth, residents raise tickets with category, title, description, location, optional anonymity, and photo attachments. Each ticket gets a unique reference number and a timeline of status changes and comments. After resolution, residents can rate the fix or reopen if the problem persists.
Admins work from a Kanban board at /admin/helpdesk (Open → Triaged → Assigned → In progress
→ On hold → Resolved), assign tickets to a staff roster, escalate to vendors as work orders,
and monitor analytics — open count, urgent tickets, SLA breaches, and average rating. Priority and
SLA hours are set per category; breaches are flagged automatically.