Requests | How to process an IT support request

Via your access in backoffice you -as service staff- can process the IT Support requests and keep your residents informed about the planning.

You go to IT Support| Requests overview from the administrator's left backoffice sidebar.

The grid shows you the overview of the requests with all relevant details of each request in one line: client, contact details, requested date, issue, priority, comments from the resident, status of the request and action to be taken by staff (or status change).

Each line represents one IT Support ticket, each status has its specific colour.

New

On top of the grid (as well as in the menu sidebar), we show the number of new incoming requests. The blue vertical line indicates the new unhandled requests.

Date picker

The date picker on top of the grid filters on the date the request is entered.

Processing

You open a request by clicking somewhere on the details: the complete ticket (with a number) gives you all details:

Via this ticket you can communicate with the resident within the comments field. This communication goes 'one to one' between IT support staff and the resident.

To change the status of the request, you click on the 'Change' button in an opened ticket OR you can click on the Action dropdown in the grid (overview) without opening the ticket. Change the status of the ticket to the appropriate one. The residents will be informed via a notification.

Download

Next to the date picker, you find the Export button to create a download of the IT support requests in one sheet, as visualized in the grid. The download in pdf (A4 format) will be available in-app, ready to be printed.