How the Helpdesk Works in Plinth

How the helpdesk works in Plinth

Residents

1. Open Helpdesk → New ticket.
2. Pick Category, urgency, flat or common area, title, description, optional location.
3. Attach photos (or PDFs); toggle anonymous when the Security category allows it.
4. Submit reference number (e.g. HD-2026-0042). Scan asset QR codes for lift/pump issues.
5. Track status, comment, close when fixed, rate, or reopen if needed.

Admins & committee

1. Kanban at /admin/helpdesk or /committee/helpdesk (triage permission).
2. Categories & SLA at /admin/helpdesk/settings: custom categories, auto-assign, business hours, defaulter block, templates, assets.
3. Reports at /admin/helpdesk/reports: category/tower MIS + CSV export.
4. Assign/reassign staff, escalate to vendor (work order sync), root cause on close, cancel when invalid.

Staff

1. Admin links your email on the roster → open /staff/helpdesk for assigned tasks.
2. Update status, upload field photos, mark resolved.

Resident guide · Admin setup · Staff tasks.