Handover Guide — Department Admin

Run your department's desk: everything Helpdesk Staff can do, plus Level-1 escalations land on you and you can move tickets between departments.

• Everything dept_staff sees (your department)
• Level-1 escalations for your department in the Escalation console
• Team workload on the dashboard (open/closed per handler)

What you cannot do

• Escalate above Level 2
• IT verification (Supervisor/Master only) or /admin (Master only)

1. File tickets for companies on phone/WhatsApp/walk-in requests (Quick actions → "File ticket for a company") and move misrouted tickets to the right department — both available to all staff, including your team.
2. Review the Audit log (Quick actions) for your own actions and everything affecting your department.
3. Watch the Escalation console — every L1 in your department lands there with the raiser's reason.
4. Act on escalated tickets: notes, resolution or further escalation to L2 (Supervisor).
5. Transfer misrouted tickets to the correct department (active departments only) with a reason — the timeline records it.
6. Balance load using Team workload; reassign freely within the department.
7. Close guidance tickets directly after answering; complaints go through customer confirmation.

• Moves require an active target department and a written reason (min 10 chars) that the company can see; the receiving department gets a fresh SLA clock while the old one is recorded.
• Company rejections of a fix auto-escalate to L1 — you are the first reviewer.
• Your audit view is scoped: your actions + entries touching your department.

A company rejected our fix.

The ticket auto-escalates to L1 with their reason. Review, either fix again (in_progress) or reject upward with justification.

Can I verify tickets?

No — final IT verification is an independent check by Supervisor/Master Admin.