HRMates Helpdesk allows users to raise tickets and managers to respond to tickets. As per policy unresolved tickets within the escalation period get auto escalated to the next level.
- Employees create Helpdesk tickets based on Category and Sub-Category
- Helpdesk Managers assigned to the Category respond to the ticket from dashboard and email notifications
- A discussion group is automatically created for every help desk ticket on which managers and requestors can discuss and close the ticket
- Tickets get auto escalated as per the policy with escalation time defined in hours or workdays
Open Helpdesk from Settings
Add Category, Sub Categories, Managers for Level 1 and Level 2
Create a Helpdesk Ticket
Open your dashboard and Click on + Button in My Requests section of Dashboard, Choose Category, Sub Category, Subject and Level
Send Message to Helpdesk Manager
Open Helpdesk ticket using the ^ button and enter message in chat box
Escalate Helpdesk Ticket
Open Helpdesk ticket using the ^ button and Select the Level.
Close Helpdesk Ticket
Open Helpdesk ticket using the ^ button and check Close on and Save.
Manager Action on Ticket
Open the Helpdesk ticket using ^ button in and Enter In Action the action Taken.