The Helpdesk module in HRStop allows employees to raise internal queries, track their resolution, and enables HR or support teams to manage and resolve tickets using SLAs and agent assignments.
To begin using this powerful internal support tool, you need to enable the module from the Control Panel.
Steps to Enable the Helpdesk Module
1. Log in as an Admin
Only users with Admin rights can enable or configure system modules.
2. Navigate to Module Settings
- Go to the Control Panel
- Click on Settings
- Select the Modules tab from the sidebar or top navigation
3. Locate the Helpdesk Module
- In the Modules section, use the search bar or scroll to find the Helpdesk module.
- The module may be listed under optional or add-on features depending on your subscription plan.
4. Enable the Module
- Toggle the switch or checkbox next to Helpdesk to enable it.
- A confirmation prompt may appear—click Yes/Confirm if needed.
Optional Configurations Before Saving
You may configure the following options as part of the Helpdesk setup:
Enable Mandatory Category Selection
Ensure that when a ticket is raised, the employee must select a relevant category (e.g., IT, Payroll, Leave). This helps in proper routing and resolution.
- Why?: Prevents unstructured tickets and helps assign them to the correct team or agent automatically.
Example Configuration Scenario:
If your organization frequently receives technical support queries, enabling Mandatory Category ensures these tickets are automatically routed to the IT team.
Final Step: Save Your Settings
Once all desired settings are selected:
- Scroll down and click the Update button to apply your changes.
What Happens After Enabling?
- The Helpdesk tab will now be visible in the main navigation panel for users who have access.
- Employees will be able to:
- Raise new tickets
- Track existing ticket statuses
- Admins and designated agents will be able to:
- View, respond to, and resolve tickets
- Manage categories, SLAs, and canned responses
Note:
If you do not see the Helpdesk option after enabling:
- Check if you have the appropriate role-based access to view Helpdesk
- Ensure visibility settings are not restricting your department or location