The Helpdesk module empowers employees to directly raise internal issues or requests—such as technical problems, HR policy doubts, payroll queries, etc.—ensuring they are formally documented and routed to the right team for resolution.
Steps to Raise a Ticket (Employee View)
- Navigate to: Helpdesk -> Raise Ticket
- Fill in the Required Fields:
| Field | Description |
|---|---|
| Category | Select the appropriate issue category (e.g., IT Support, Leave Query). This determines which team or agent will receive the ticket. |
| Priority | Choose from Low, Medium, or High depending on urgency. |
| Subject | A brief title or summary of the issue (e.g., "Access Denied to HR Portal"). |
| Description | Detailed explanation of the issue. Employees should include dates, error messages, or steps to replicate if applicable. |
| Attachments (if applicable) | Upload relevant documents or screenshots to support the query. Useful for technical or payroll concerns. |
- Click: Create Ticket
Additional Notes:
- Document Mandatory: If the selected category requires it, the system will not allow ticket submission without an attachment.
-
Real-Time Tracking: After raising the ticket, employees can view:
- Ticket status (Open, Resolved, Closed)
- Any responses provided
- Ticket history
- User Dashboard: All raised tickets are visible in the "My Tickets" section for easy tracking and follow-up.