NuvDesk Help Center

1. Open https://nuvdesk.app (Add to Home Screen on a phone).
2. Property Code or PVID: your Property Code or your PVID — required for username login.
3. Username or email: your department account (or your email).
4. Password → Login. Change a temporary password if asked.

If login fails, ask your Supervisor to reset the password. Username accounts cannot use Forgot password email.

My tasks / Tickets shows (1) tickets assigned to you and (2) issues you reported. You will not see every engineering ticket in the hotel. Example: you see a guest-room AC ticket because it is assigned to your department account — you do not see Housekeeping’s towel run unless you reported it.

Accepting a ticket tells the Supervisor you have the job. The lifecycle is Assigned → Acknowledged → In progress. You cannot skip to Complete from Assigned.

1. Open My tasks / Tickets and select the assigned ticket.
2. Read the location, issue, and any guest note.
3. Tap Acknowledge — this means you have it.
4. Go to the location on the ticket.
5. Tap Start work / In progress when you begin the repair or task.

There is no Complete button from Assigned. Acknowledge first, then start work.

Progress notes keep the Supervisor and HOD informed while you are on the job. Use them when parts, access, or the guest delay the finish.

1. Open the ticket → Add update.
2. Write a short operational note (example: “Filter dirty, collecting spare from plant room”).
3. Attach a photo if it helps (purpose: ticket evidence or ticket update).
4. If you need more time, tap Request more time, give a reason and a new due time. Supervisor reviews it.

Complete only after the work is done at the location. Closing rules depend on priority — do not keep tapping Complete if the screen asks for Supervisor or HOD review.

1. Confirm the issue is fixed (example: AC blows cold).
2. Add a final update if anything the next shift should know.
3. Tap Complete work.
4. On a normal ticket you may also Close from Completed.
5. If the ticket is high priority, escalated, VIP, safety, HK inspection, or PPM, stop at Complete and wait for Supervisor or HOD.

The in-app bell is your inbox. You only see assignments and updates on your tickets — not the whole hotel queue.

1. Open the bell at the start of the shift and after breaks.
2. Tap a message to open the ticket.
3. Acknowledge new assignments so they leave the unacknowledged list.

Phone or browser push may not fire. The bell is enough for this product.

1. Open https://nuvdesk.app (use Supervisor login if your account was created on that layer).
2. Property Code or PVID: your Property Code or your PVID.
3. Email: your Supervisor account.
4. Password → Login. Change a temporary password if asked.

Open Tickets. You see the department queue plus work already assigned. Start of shift: unassigned first, then assigned-but-not-acknowledged. Example: a guest-room AC ticket sitting on your department account with no Acknowledge after 10 minutes — call the assignee.

The staff board only shows moves the API will allow. If a chip is missing, the transition is not legal yet.

1. Open the ticket → Add update.
2. Write a short operational note: “Guest in room until 16:00, returning after lunch.”
3. Optional: Request more time with a new due time and reason. HOD/Supervisor review applies.

After In progress, Complete when the room is fixed. You may Close normal tickets from Completed. Escalated tickets: staff cannot complete — Supervisor or HOD review is required. Verify high/VIP/safety before close.

The bell is Level 1 for escalations and the department queue when work is unassigned.

1. Open the bell at briefing.
2. Work unassigned queue items first, then assigned-but-not-acknowledged.
3. Check again before you leave the desk.

Push notifications are optional. The inbox is the source of truth.

1. Open https://nuvdesk.app.
2. Property Code or PVID: your Property Code or your PVID.
3. Email: your HOD account.
4. If NuvDesk asks for Supervisor login, use that layer — HOD and Supervisor accounts are created for it.

HOD can create staff for their department. Open Staff Management from the department dashboard or the main shell — not only Property Admin Settings.

1. Open Staff Management → Create User.
2. Choose login type Username for floor staff (no email) or Email for Supervisor / HOD / Admin / GM.
3. Enter display name, primary role, and department.
4. Leave Require password change on.
5. Create User. Hand over your Property Code, username or email, and the temporary password privately.

Example — Create a technician: Login type Username, username your department account, display name, department Engineering, role Staff, require password change. Tell them: your Property Code, username, and the temporary password.

Example — Create a supervisor: Login type Email, the supervisor’s work email, role Supervisor, department Engineering. Email is required for HOD/Supervisor/Admin/GM.

Keep the department roster accurate so assignment and login stay reliable.

1. Open Staff Management and find the person.
2. Reset password when they are locked out. Share the temporary password privately.
3. Edit name, department, or department scope. Keep scope on your department so you do not see another department’s users.
4. When a contractor finishes, disable access — or ask your Property Administrator to deactivate in Administration.

HOD and Supervisor assign within department scope. Do not add a brittle department= filter that hides assigned work — the board already respects your scope.

1. Open Tickets. Unassigned work is at the top of the ops board.
2. Open an unassigned guest-room ticket (example: AC not cooling).
3. Tap Assign and choose the person on duty (your department account).
4. Add a short reason if you reassign (end of shift, specialist needed).
5. If the roster is empty, leave the ticket in the department queue and assign at handover. Empty roster does not auto-escalate.

Escalate when the guest is waiting, VIP, or SLA is at risk. Level 1 is Supervisor, Level 2 is you (HOD), Level 3 is GM + Property Admin. After escalate, staff cannot Complete until you review.

Example — Example: VIP guest, AC still warm after 60 minutes → Escalate with note “Guest waiting in lobby”. GM sees it on the dashboard.

Staff Complete the job. You Verify then Close when the hotel standard requires it (high/urgent/escalated/VIP/safety). Normal tickets may be closed by the assignee from Completed.

The department dashboard is your start-of-day board. Staff Management stays in the main nav so you are not locked behind Settings.

• Unassigned tickets in your department.
• Escalated and SLA-risk work.
• Staff Management for create / reset in your department.
• Engineering HOD does not get Housekeeping “My rooms”.

The bell is your department inbox — not the whole hotel.

• New queue items when work is unassigned.
• Level 2 escalations for your department.
• SLA warnings for your scope.
• You will not see another department’s inbox.

Check the bell at briefing and before you leave. Push is optional — the inbox is the source of truth.

Open In-house Guests to confirm who is in the room before you knock. Import is run by your Property Administrator; you consume the list.

1. Open https://nuvdesk.app.
2. Property Code or PVID: your Property Code or your PVID.
3. Email: your GM account.
4. Enter your password → Login.

You arrive on the executive Dashboard. The header shows a short display name (for example NuvDesk or the hotel’s Display Name) plus the Property layer label — not the long legal name that would hide the logo.

The GM dashboard is an executive operations overview for the whole hotel. Use it for the morning meeting; let HODs run the shift.

• Created today, open/pending, in progress, completed.
• Escalated tickets, SLA warnings, SLA breaches.
• Critical/high open and carry-forward.
• Quick actions: Tickets, In-house Guests, Housekeeping Summary, Reports.
• Daily Operations Report is the morning pack.
• Housekeeping for a bare GM is a summary — assign/inspect still sit with HK Supervisor unless you have extra flags.

1. Tickets → New ticket.
2. Where: the guest location.
3. What: AC / HVAC → AC not cooling.
4. Description: Guest reports warm air since 14:00.
5. Photo optional → Submit.

Example — Example: You can create the ticket yourself from the GM login. You do not need to impersonate an engineer.

Prefer the HOD to dispatch during a normal shift. Use GM assign when the queue is stuck.

1. Open the ticket from Tickets or the dashboard.
2. Tap Assign.
3. Choose the person on duty (your department account, or the name shown on the roster).
4. Confirm the assignment. The staff member should Acknowledge next.

Use Escalate when the guest or SLA needs higher attention. Escalated tickets cannot be completed by assigned staff — Supervisor or HOD review is required. You will see Level 3 inbox items with Property Admin.

After Completed, you may close a normal ticket. High, urgent, escalated, VIP, safety, HK inspection, and PPM stay on the verify path. Do not skip Acknowledge → In progress → Complete.

Dashboard → In-house Guests. Confirm who is in the room before you call engineering. The list comes from Guest Import (Property Admin), not live Opera.

Reports are operational only — no placeholder or sales metrics. Use Print Report for the daily meeting.

1. Open Reports from the shell (property Reports, not Platform Admin).
2. Review lifecycle, departments, pending, escalations, SLA, and Daily GM.
3. Tap Print Report (or use the browser print dialog) for the morning pack.

The bell is your inbox. GM does not receive every SLA warning.

• Level 3 escalations (with Property Admin).
• Critical SLA breach only — not every warning.
• Check the bell at the start of the morning meeting.

Ask the HOD about any red SLA card before the 10:00 ops meeting.

1. Open https://nuvdesk.app.
2. Property Code or PVID: your Property Code or your PVID.
3. Username or email: your Property Administrator.
4. Password: your hotel password (not shared in this guide).
5. If prompted, change the temporary password before you enter the console.

You land on the property console (Dashboard). Platform Admin at /admin is not this role.

Every hotel has a Property Code (3–5 letters or numbers) and a numeric PVID. Use your Property Code or your PVID in the first login field. Settings shows both for this property.

• Give every username-only staff the Property Code on their credential card.
• Email users should still type it so they never land on another property.
• Settings shows the full property name and the code. Hotel users cannot rename the legal property name.

Open Staff Management from the shell, Settings, or /master/staff. Use Create User.

1. Enter the person’s display name.
2. Choose login type. Username is unique per property; email is unique globally.
3. Set primary role and department.
4. Leave Require password change on.
5. Create User. Hand over your Property Code + username/email + temporary password privately.

Bare GM with no extra duties hides Primary Department — that is correct. Operational hats need extra role flags.

On the staff list, open the person and update name, department, department scope, or responsibilities. Save. HOD and Supervisor stay on the Supervisor login layer.

Example — Example: Move a Supervisor to HOD only after you change role and confirm they use Supervisor login with the HOD account.

Settings → Administration → User Management → Deactivate. Use this when someone leaves or should not sign in. They disappear from live assignment lists.

The last Property Admin cannot be deactivated. You cannot deactivate your own account from this screen.

Administration → Delete on the user row. Prefer Deactivate if you may need history. You cannot delete yourself or the last Property Admin.

1. Staff Management → find the person → Reset password.
2. Share the temporary password in person or a private channel.
3. They sign in and complete Change password. Do not tie password expiry to account access expiry.

Username-only accounts cannot use Forgot password email. Admin/HOD reset only.

Settings → Branding. Upload the hotel logo. Set Display Name to at most 20 characters (a short hotel name). The header uses Display Name so the logo stays fully visible. The legal property name on Reports stays complete.

1. Settings → Guest Import.
2. Pick Opera In-House, Excel, or CSV (PDF Opera INH-by-room is available on the import screen).
3. Upload. Match is property + room + guest name.
4. This is file import, not live PMS sync.

Dashboard → In-house Guests (or /guests). Search by name, room, or reservation. Refresh after each import.

The bell is your inbox. Property Admin is a fallback when a department queue has no Supervisor or HOD on duty.

• Empty department queue (fallback only).
• Level 3 escalations with GM.
• Critical SLA breach can notify GM; warnings do not all fan out.
• Browser push is not required — check the bell.

Reports (/analytics) uses the property shell, not Platform Admin chrome.

1. Open Reports.
2. Review lifecycle, departments, pending, escalations, SLA, and Daily GM.
3. Use Print Report for the morning meeting. There are no placeholder metrics.

Settings → Administration is Property Admin only. Use it for user deactivate/delete and ticket archive/restore.

1. Administration → live tickets → Archive. The ticket leaves the ops board.
2. Open the archived list → Restore to put it back.
3. Do not archive a live guest complaint you still need the HOD to finish.

Permanent delete is limited to tickets marked as test. Mark the training ticket as test, then Delete. Never delete a real guest ticket — archive if you must hide it.

Example — Training cleanup: After a training dry run, delete only tickets titled like “UAT GM create …” that you marked as test.

Email [email protected] with your hotel name, your Property Code, and a screenshot.