Helpdesk troubleshooting
Can't create ticket — must be an active society member with a claimed flat.
No categories in dropdown — society categories may not be seeded; contact support.
Photo won't attach — use images or PDF; check file size and network; you can add photos on the ticket detail page after submit.
SLA always breaching — default SLA hours may be too aggressive for your staff capacity; review category defaults.
Can't triage or assign — open Admin → Helpdesk (/admin/helpdesk); use Triage on Open cards, then pick staff from the roster. Add staff at /admin/helpdesk/staff if the assign dropdown is empty.
Can't escalate to vendor — add vendors at Staff & vendors first; escalation is on ticket detail under admin actions.
Status won't advance — use board card actions (Start work, Mark resolved) or status controls on ticket detail; some moves require the prior step (e.g. assign before in progress).
No staff in assign list — add staff at /admin/helpdesk/staff.
Anonymous ticket shows identity — only categories with allow anonymous enabled support anonymity.
Can't rate or reopen — rating and reopen appear only after the ticket is resolved or closed, and only for the resident who raised it.