Handover Guide — Helpdesk Staff (Department)

First responder for your department: triage the intake queue, own tickets end-to-end, keep companies informed, and raise what you cannot solve.

• Intake queue + tickets of YOUR department only (other departments are 403)
• AI badges on intake: Urgent ⚡, risk tag, and "Suggest <priority>" — advisory only, never changes the ticket
• Escalation console (all escalated tickets, read context)
• Your dashboard: Open / Awaiting client / Unassigned / SLA breached / Escalated / Closed + Team workload

What you cannot do

• Escalate above Level 1 (cap by role — 403 above L1)
• IT verification / admin area (403)
• View the full platform audit log (Supervisor/Master/Dept Admin)

1. Phone, WhatsApp or walk-in request? Use Quick actions → "File ticket for a company": pick the company, choose the channel, fill the details — the company is notified and keeps full visibility (timeline notes who filed it).
2. Misrouted ticket? Any staff member can move it: "Move to department" on the ticket page, pick the active target, give a reason (min 10 chars, visible to the company). The handler is cleared for re-triage and a fresh SLA clock starts for the receiving department — the old clock is recorded in the trail.
3. The ticket page has a Nigraan AI block next to the note form: Draft with Nigraan writes a first reply you edit and send, Tone check reviews wording (with an apply-suggestion button), Review my reply checks the draft answers the complaint, plus routing suggestions and similar resolved cases. Advisory only — nothing is sent until you press the button.
4. The Nigraan chat (purple button, bottom-right of every page) answers desk questions anytime — workload, SLA rules, procedures — scoped to your permissions and aware of the page you are on: ask "what should I do with this ticket?" while viewing it and Nigraan answers about that exact ticket.
5. Notifications page has "Nigraan daily digest" — an on-demand 5-bullet summary of your queue (the 08:00 leadership digest is the same content).
6. Start at Dashboard → Quick actions → Intake queue. Columns show Company, AI flags and Age so you can triage.
7. Acknowledge — stops the acknowledgement clock; sets you as point of contact.
8. Assign to a handler — same-department staff only (supervisors may route cross-department). Reassignment never resets the SLA clock.
9. Start processing; reply with client-visible notes, or log staff-only / internal notes on the same thread.
10. Need something from the company? Set "Request client info" — the SLA clock pauses; the company reply resumes it automatically.
11. Solved? Offer resolution (complaints) or Resolve & close (guidance closes directly, no confirmation round-trip).
12. Stuck or out of scope? Escalate to Level 1 (Department Admin) with a written reason (min 10 chars).

• Escalation ladder is parallel — the ticket keeps moving while a higher authority reviews it.
• Illegal status jumps are rejected with a clear 409 message, never a crash.
• Escalation reason is permanent audit trail — write it for your department admin to act on.

Escalate button only offers L1.

Correct — Helpdesk Staff may raise to L1 only. L2/L3 are raised by your Department Admin or the Supervisor.

What are Provider and Notice deadline on the filing form?

Provider names the service involved (e.g. the ISP); Notice deadline is any legal/court date the company must meet — it does not change the SLA clock but is shown to handlers for context.

The assign form has a sub-department selector.

Optional — use it when your department has sub-departments (e.g. Shop & Establishment vs PF under Labour) so the right cell picks it up. Leave it to keep the current routing.

A ticket shows "Paused — awaiting client".

The SLA clock is paused while waiting on the company. When they reply it resumes with full credit for the paused time.

"Suggest urgent" badge on a ticket.

That is Nigraan AI's advisory priority. It never changes the ticket — if you agree, update priority yourself.