After completing the assigned task, you should have to resolve the ticket if not the ticket will escalated to the HOD/ Sup.
In case you need more time to resolve the ticket or if you got assigned with multiple task in a same time then you can hold the ticket as per the priority.
For eg: You have assigned with 2 tickets and 1 is from the guest and another 1 is from internal then you can give the priority to the guest ticket and hold the internal ticket. after finishing the task you can resolve it as you can.
You can hold the ticket in three ways:
- Through web application -> Click the ticket which you need to resolve -> Click the drop-down option of Status -> On-Hold.
- Through Android application – Click the ticket which you need to resolve -> Click the drop-down option of Status -> On-Hold.
- Through SMS – In assigned ticket SMS you can able to see the REF ID which created day by day, It will differs for every tickets created in your property. The 1st ticket of your property of the day its Ref Id will be 1 it happens for every day likewise the last ticket.
The SMS format for holding ticket is – Oh (space) Ref Id, for eg: if the ref id is 1 then type OH 1 and send the SMS to the number (9920044918).
Note: If you are trying to on-hold the ticket which created the day before’s you will not able to use the Ref Id so you have to send the SMS with the ticket id which contains 7 digits it will be in the assigned ticket SMS which you received.
The SMS format for resolving the ticket using ticket id is H 1234567 to the number (9920044918)