TICKET ALLOCATION


If you have a ticket that needs to be allocated to someone else:

  • In the Properties section of the ticket
    • find the Group field and select the appropriate group from the dropdown
    • find the Agent field (located directly under the Group field) and select the correct staff member for this to be allocated to - There are a number of agents that appear that are either no longer staff members or do not action work via Freshdesk so these should not  be used.  Please select only from the following agents:
      • Berlinda Parra
      • Erica Stefani
      • Karyn Crotty
      • Matt Pohlen
      • Mel Collins
      • Tanya Govett
    • Set the Priority of the ticket as follows:
      • URGENT 
        • All BDM enquiries
        • All owner messages
        • Anyone returning a call
        • Tenants with NEW Emergency Maintenance
        • Any messages where the action needs to be completed within 24 hours.
        • Contractors calling from a property needing instruction
        • Enquiries relating to currently advertised rental properties
      • HIGH
        • Tenant calls/emails regarding general maintenance 
        • Tenant calls/emails regarding leases where the lease expires within 2 months
        • Contractor calls/emails regarding current jobs
        • FORMER owner calls/emails (unless BDM related)
      • MEDIUM
        • Contractor calls/emails regarding invoices
        • Tenant calls/emails regarding lease renewals where the lease expires more than 2 months
        • Enquiries relating to future rental property availability
      • LOW
        • Internal processes that do not have a specific due date