IT Support Cube

This guide outlines the administrative workflows for community staff to manage IT Support services, including processing resident requests for device and network assistance, editing ticket details, and managing billing.

Table of Contents

1. Processing IT Support Requests
2. Submitting Requests for Residents
3. Editing Ticket Details & Communication
4. Marking Requests as Billable

1. Processing IT Support Requests

Service staff utilize the IT Support dashboard to track and manage resident technical issues, such as mobile device or network connectivity problems.

• Dashboard Access: Navigate to IT Support > Requests from the back-office sidebar.
• New Request Alerts: Unhandled requests are identified by colored dots and a numerical counter in the sidebar and at the top of the grid.

• Grid View: Each ticket line provides essential details, including the client name, contact info, requested date, issue description, and current status.

• Status Workflow: Staff can update the status directly via the action dropdown in the grid or within the ticket details to keep residents informed. Each status (e.g., Requested, In Progress, Done) has a specific identifying color.

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2. Submitting Requests for Residents

Staff can manually enter IT Support tickets on behalf of residents through two main entry points.

• Entry Point: Click the plus (+) icon in the IT Support cube on the home screen or select [Add request] from the back-office Requests list.

• Mandatory Information: You must select the resident or apartment number and choose the appropriate Type of Issue (e.g., Network/internet issue, Mobile device issue).
• Permission to Enter: Staff can indicate if the technician has permission to enter the resident's home while they are not present, provided consent has been verified.
• Internal Assignment: Assign a priority level (Low, Medium, High) for staff planning. This priority setting is for internal use and is not visible to the resident.

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3. Editing Ticket Details & Communication

Tickets can be updated as technical issues are investigated or as schedules change.

• Editing Details: Use the pencil icon next to specific fields within a ticket to adjust the status, due date, or priority.
• Resident Updates: The comments section allows for direct "one-to-one" communication between IT staff and the resident. Residents receive notifications regarding any status changes or new comments added to the ticket.
• Exporting Data: Staff can download a PDF version of IT Support requests for physical tracking or printing by clicking the Export button.

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4. Marking Requests as Billable

Staff can tag IT tasks for end-of-month invoicing if the community has this feature configured.

• Marking as Billable: Within an open request, change the billable toggle to "Yes" and select a reason (e.g., hardware replacement or extended labor).
• Billing Amounts: The default linked amount will populate automatically, but staff can overwrite it to reflect specific material costs.
• Consolidation: Once the ticket status is marked as Done, the charge is consolidated at the User Management level.
• Invoicing Lock: Once billable information is exported to a final invoice, it becomes read-only and can no longer be modified within the original request.

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