Admins may need to raise tickets on behalf of employees who are unavailable, non-technical, or new to the system. This ensures no concern goes unrecorded.
Steps to Raise a Ticket (Admin View)
- Navigate to: Helpdesk -> Raise Ticket
-
Select the Employee Name
- Use the dropdown to select the employee for whom you're raising the ticket.
- Enter Ticket Details:
| Field | Description |
|---|---|
| Category | Select the correct category for routing the issue. |
| Priority | Choose urgency level: Low, Medium, or High. |
| Assigned To | Choose the agent or user responsible for resolving the issue. |
| Subject | Enter a concise title (e.g., "Laptop Not Delivered"). |
| Description | Include all necessary details to help the assigned agent resolve the issue quickly. |
| Attachments (optional or mandatory) | Upload files such as screenshots, screenshots of emails, or handover documents. |
- Click: Create Ticket
Additional Notes:
- The ticket will now appear in both the employee’s and the agent’s ticket dashboards.
- The assigned agent will be notified and begin work based on the SLA.
- Admins can continue to monitor or edit the ticket until closure.