Admin: staff, vendors & vendor escalation
Add staff and vendors
- Open Admin → Helpdesk → Staff & vendors (
/admin/helpdesk/staff). - On the Staff tab, enter name, optional department, and phone, then save.
- Switch to Vendors, enter name, optional category (e.g. plumbing, lift AMC), and phone, then save.
- Staff appear in Assign dropdowns on the Kanban board and ticket detail.
- Vendors appear in Escalate to vendor on ticket detail.
Add roster entries before go-live so triage is not blocked by empty assign lists.
Assign a ticket to staff
From the Kanban board (/admin/helpdesk): on an Open or Triaged card, pick staff from Assign to and tap Assign — the ticket moves to Assigned.
From ticket detail: under Admin actions, select staff and tap Assign. Assigned staff see the ticket under My tasks on the helpdesk board.
Escalate to a vendor (work order)
- Open the ticket from the board or Helpdesk list.
- Under Admin actions, choose a vendor from Escalate to vendor.
- Add an optional note (scope, access instructions, urgency).
- Tap Escalate to vendor — the escalation is recorded on the ticket timeline.
Escalation does not replace in-house assignment; use it when external contractors must take over (AMC lift vendor, plumber on contract, etc.).