As a Community Administrator, reviewing help Desk tickets from residents is quick and easy with Bazinga.
Review and keep track of bylaw infractions, key fob/card replacements and tenancy changes with ease.
Reviewing Help Desk Submissions
To start, select Help Desk from the left navigation.
Filtering Help Desk Submissions
There are 4 quick filters provided that allow users to quickly show Active tickets, Tickets Assigned to Me, Unread tickets and Archived tickets. Only one quick filter can applied at a time, if more detailed filters are need see instructions below.
(1) Click the Filter button (highlighted by the red box above) to change the filters
Note: The Default filters are Active, Assigned to Anyone, show all statuses, and Sorted by Recent Activity. Click on any dropdown menu to change the filter setting.
The search bar can be used to search by unit number, names of people (either assignees or the requestor), ticket number, or the title of the ticket.
Viewing and Managing Tickets
Click on any ticket to be taken to the ticket details page for that ticket.
In the ticket detail view you can send a follow up message if you require more information. Click in the Write a reply text box, type your message and then press the comment button to send the message.
The ticket status can be approved or denied from this screen, by selecting one of these options from the dropdown menu.
When the status of a ticket is changed, the requestor will receive an email notification that the submission has been updated. The ticket will also be archived.
The default view of tickets is to only shown 'Active' tickets. Archived tickets can be revisited by using the filters, if you would like to see Archived tickets the filter has to be changed to display archived tickets.
After changing the filter, archived tickets in your ticket list are highlighted with the purple icon 'Archived'.
After clicking on a Archived ticket, the ticket can manually be re-opened by clicking the 're-activate it' shown in blue. The ticket will also be re-opened automatically if there is any new activity on the ticket such as a comment by person in the message thread for that ticket.