Admin: triage tickets on the Kanban board
- Open Admin → Helpdesk (
/admin/helpdesk). - Review analytics at the top: open tickets, urgent count, SLA breached, and average resident rating.
- Work the Kanban board — columns are Open, Triaged, Assigned, In progress, On hold, and Resolved.
- On an Open card, tap Triage to move it to Triaged.
- Select staff from the dropdown on the card and tap Assign — the ticket moves to Assigned.
- Use Start work (Assigned → In progress) and Mark resolved when the fix is done.
- Tap a card to open ticket detail — read description, location, timeline, comments, and photos.
- On detail: assign staff, escalate to a vendor, add resident comments or internal notes, and attach photos.
- Watch SLA breached pills on overdue tickets — escalate per your society's chain.
Priority is set from the category defaults when the ticket is created. Reference numbers use the format HD-YYYY-NNNN (e.g. HD-2026-0042).
Use the My tasks tab to see tickets assigned to you.
Next: Staff & vendors · Helpdesk troubleshooting.