Learn how the Parador Helpdesk platform streamlines operations, manages support tickets, and coordinates maintenance across all hotel properties.
Log in, go to the Tickets section, and click Create Ticket. Select the appropriate Category, Priority, fill in the subject/details, and upload photo attachments if any.
The ticket is routed to the target department queue. You will receive system notifications (via web portal, email, or Telegram) when a technician is assigned to resolve the issue.
Communicate directly with the assigned resolver. Open the ticket details page to reply to conversations, exchange comments, or upload supplementary files and progress photos.
Once the technician marks the issue as Resolved, verify the fix on your end. Confirm the ticket closure and leave a rating with comments on the service quality.
View tickets automatically routed to your department queue or manually assigned to you. Review the priority level and keep track of the designated SLA resolution due date.
Change the ticket status to In Progress. Use the chat portal within the ticket detail page to coordinate details and send updates to the requester.
If the issue belongs to another property or team, perform a Cross-Property Transfer. The ticket will be handed over once the receiving property manager accepts.
Complete the task and change the status to Resolved. Write down the solution details to build a searchable knowledge base article history for future reference.
Admins manage global data including users, departments, properties, custom form fields, and map target properties for multi-category selections.
Monitor real-time operational charts. Track open ticket count, SLA breach rate warnings, average resolution speed, and service quality ratings by department.
Managers schedule recurring maintenance plans. The system automatically spawns maintenance tickets for technicians based on the daily, weekly, or monthly plan.
Generate and download comprehensive performance spreadsheets (CSV/Excel format) to analyze historical ticket response times and identify operational bottleneck trends.
Common questions regarding the ticketing system operations and system behaviors.
SLA (Service Level Agreement) sets the maximum resolution timeframe based on ticket priority. If a ticket exceeds this duration without being resolved, it triggers an SLA breach notification to supervisors.
When you upload image attachments, the web portal streams them instantly to the local server, then schedules a background queue job. The files are securely moved to a centralized Google Drive folder in the background to ensure page speed stays fast.
Technicians can escalate tickets that require physical or remote support from another hotel property. The transfer logs all events and requires approval from the target property to maintain accountability.
Yes. If the issue persists after being marked as resolved, the requester can reopen the ticket to continue discussion with the assigned technician, which will reset the status to In Progress.