Set up helpdesk categories, SLAs and auto-assignment
Decide which categories employees can choose, how many hours each has before it is overdue, and who receives new tickets automatically.
Categories route tickets to the right team. Each category has its own SLA (response time target) and can have a default assignee, so payroll questions go to payroll and laptop issues go to IT.
Default categories
The first time anyone opens the helpdesk, Attendex creates:
| Category | SLA |
|---|---|
| Payroll | 48 hours |
| Leave & Attendance | 24 hours |
| IT | 24 hours |
| Documents & Letters | 72 hours |
| Other | 72 hours |
Before you start
- You need the
helpdesk.managepermission. - Default assignees must be active admin users with helpdesk access. To add a payroll or IT person as an admin, see Add and manage admin users.
Add or edit a category
- Go to Engage → Helpdesk ( open Helpdesk) and open the Categories & SLA tab.
- Click Add category, or the pencil icon on an existing one.
- Enter the Name and an optional Description (shown to HR only).
- Set the SLA (hours) — between 1 and 720.
- Choose the Default assignee, or leave Unassigned (queue) so anyone can pick it up.
- Click Save.
New tickets in that category are assigned to the default assignee automatically, with the due time set from the SLA.
Remove a category
Click the bin icon. If the category already has tickets, it is deactivated instead of deleted, so old tickets keep their category but employees can no longer choose it.
Keep the list short and clear — employees pick the category themselves, so names like "Payroll" and "IT" work better than internal team names.