Geedesk Knowledge Base

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====== Geedesk GM App ======

**Introduction**

The **Geedesk GM App** is designed to provide General Managers (GMs) with a complete overview of all ticket activities within their property. Using this application, GMs can easily monitor service requests, track unresolved tickets, review escalations, analyze departmental performance, and quickly identify operational issues.

The application helps management teams improve operational visibility and monitor service efficiency directly from a mobile device.

After installing the Geedesk GM App, users can log in using their existing Geedesk credentials.

__**Key Features**__

**1. Profile**
The Profile section displays the logged-in user's information, including:
  * User Name
  * Role
  * Associated Property
This section helps users verify the currently logged-in account details.

**2. User Access**

The following users can access the Geedesk GM App:
  * General Manager (GM)
  * Admin Users
Users can log in using their existing Geedesk login credentials.

**3. Tickets Page**

The Tickets page helps GMs identify critical tickets that require immediate attention.

**3.1 Unresolved Tickets**

This section displays tickets that:
  * Are still in OPEN or ONHOLD status
  * Were created more than 7 days ago
  * Were created within the last 1 month


**Ticket Status**
  * OPEN
  * ONHOLD


**Example**

Assume today's date is 16 Apr 2026:

  * 7 days before: 09 Apr 2026
  * 1 month before: 16 Mar 2026

Any ticket created between 16 Mar 2026 and 09 Apr 2026 that is still OPEN or ONHOLD will appear in the Unresolved Tickets section.

**3.2 Aged Onhold**

This section displays tickets that:

  * Remain in ONHOLD status for more than 10 days
  * Were created within the last 1 month


**Ticket Status**

  * ONHOLD


**Example**

Assume today's date is 16 Apr 2026:
  * 10 days before: 06 Apr 2026
  * 1 month before: 16 Mar 2026


Tickets placed on hold and created between 16 Mar 2026 and 06 Apr 2026 will appear in the Aged Onhold section.

**3.3 Recently Escalated Tickets**

This section displays tickets that:

  * Were escalated to the fourth escalation level
  * Were escalated within the last 10 days


**Ticket Status**

  * NEW
  * OPEN
  * ONHOLD


**Example**

  * Assume today's date is 16 Apr 2026:
  * 10 days before: 06 Apr 2026


Tickets escalated between 06 Apr 2026 and 16 Apr 2026 will appear in the Recently Escalated section.

**Additional Notes**

  * A minimum of 10 tickets will be displayed initially.
  * Ticket data is cached for 1 hour to improve performance.

**4. Metrics**
The Metrics section provides important operational statistics for the property.

This section helps GMs monitor:
  * Ticket trends
  * Operational performance
  * Service efficiency

Additional Note
GM report data for the current date is cached for 3 hours to improve performance.

**5. Department Report**

The Department Report provides department-wise operational insights, including:

  * Total ticket volume
  * SLA compliance percentage
  * Average resolution time

**5.1 Total Tickets**

Displays the total number of tickets created for a department within the last 7 days.

**Example**
If today's date is 16 Apr 2026, the report will calculate tickets created between:

  * 09 Apr 2026 and 16 Apr 2026

**5.2 SLA Compliance Percentage**

This indicates the percentage of tickets that violated the SLA.

**Formula**

SLA Violated TicketsTotal Tickets×100\frac{\text{SLA Violated Tickets}}{\text{Total Tickets}} \times 100Total TicketsSLA Violated Tickets×100

**Example Calculation**

  * Total Tickets = 120
  * SLA Violated Tickets = 30
  * 
**SLA Violation Percentage:**
30120×100=25%\frac{30}{120} \times 100 = 25\%12030×100=25%
So, the SLA Violation Percentage is 25%.

**5.3 Average Resolution Time**

Displays the average time taken to resolve tickets within a department.

**Example Calculation**

If three tickets were resolved with the following times:

  * Ticket 1 = 2 hours
  * Ticket 2 = 4 hours
  * Ticket 3 = 6 hours


**Average Resolution Time:**

2+4+63=4 hours\frac{2+4+6}{3}=4\text{ hours}32+4+6=4 hours
So, the Average Resolution Time is 4 hours.

**6. Trends – Weekly Department On-Hold Report**

The Trends section tracks weekly on-hold ticket counts for each department and compares the current week's data with the previous week.

**Indicators**

  * Up – Increase in on-hold tickets compared to the previous week
  * Down – Decrease in on-hold tickets compared to the previous week
  * Same – No change in on-hold tickets compared to the previous week

**Conclusion**

The Geedesk GM App provides General Managers with real-time visibility into ticket activities, operational performance, escalations, and departmental efficiency. The application helps management teams quickly identify issues, monitor SLA performance, and improve overall service operations within the property.

For any assistance, please feel free to contact the Geedesk Support Team.