Complaints/Ticketing/Breakdown Maintenance

  • Create User Groups – Group of users who work as a helpdesk for different type of tickets
  • For example, User Group “IT” will have users responsible for IT, User Group “Plant” will have people responsible for breakdowns in the plant
  • Multiple user groups can be created based on your business requirements
  • Priority of Tickets – Priority master can be set from the application settings
  • Users or Admins can raise a new ticket based on location and user group
  • Additional information like Asset, Priority, Reported Date, Description can be mentioned along with files and images
  • Inventory items can also be requested while raising a ticket – An item request is automatically triggered whenever items are requested in a ticket
  • When a ticket is raised, emails and notifications are sent to the users in the user group or to the assignee if the ticket is assigned to an assignee
  • Filter out tickets based on status – Open (when the ticket it assigned to the user group but hasn’t been assigned to a user), Assigned (when the ticket is assigned to a specific assignee), Closed (when the ticket has been marked as closed)
  • Update open and assigned tickets with remarks to change the assignee, related asset, location, user group, priority and included inventory items
  • Close a ticket by marking it as closed – application records the closure date and time
  • All changes made to the ticket are shown in the Ticket History within that ticket
  • Emails and notifications are sent to the user group, assignee and ticket creator on each update
  • Built-in reports with filters on tickets like Asset, Location, User Group, Assignee, Priority, Status, Reported Date Range and Closure Date Range, and a free-text search
  • Export all ticket details into excel with or without filters applied