Work the helpdesk ticket queue

Employees raise tickets from their portal. HR, payroll and IT admins answer them from the helpdesk queue in the admin portal.

Before you start

• The Helpdesk module must be in your plan.
• You need the helpdesk.manage permission. Company administrators always have it.

Find tickets

1. Go to Engage → Helpdesk ( open Helpdesk). The Ticket queue tab opens.
2. The cards show Open (and how many are unassigned), In progress (and how many are waiting on the employee), Overdue (SLA), Resolved this month with the average time to resolve, and the average Satisfaction rating. Click a card to filter the list.
3. Filter by search (ticket, subject or employee), status, priority, category and assignee.
4. Click Take it on an unassigned ticket to assign it to yourself.

Answer a ticket

1. Click a ticket to open it.
2. Choose Reply to employee (the employee sees it) or Internal note (only HR admins see it).
3. Write your message and optionally attach a file.
4. Optionally pick what the status should become: Set: Waiting on employee, Set: Resolved or Set: In progress. If you leave Keep status, an open ticket moves to In progress when you reply.
5. Click Send reply.

The employee gets an in-app notification for replies (not for internal notes). The first reply also assigns the ticket to you if nobody owned it.

Change ticket properties

In the Properties card, change the Status, Priority, Category or Assignee, then click Save changes.

Ticket statuses

SLA

Each category has an SLA in hours. The due time is set when the ticket is raised, and a ticket is overdue if it is still Open or In progress after that time. The SLA & timeline card shows the first response, resolved and closed times and the employee's rating.

Attachments from the employee and from HR can be downloaded from the conversation.