A ticketing helpdesk allows employees to raise queries, which are then assigned to the appropriate person based on the ticket's category. Employees can only submit tickets under categories created by the admin, who has the ability to create, manage, or remove these categories as needed.
Hawk HR provides the flexibility to display helpdesk categories based on Department, Location, Entity, and Business Unit. Here’s how admins can create a new ticket category:
- Navigate to Control Panel -> Helpdesk and click the Manage Category button.
- On the new page, under the Add Category section, enter the Title and Description of the category.
- Select the Priority (Normal/Medium/High).
- Define the Resolution SLA (in days), which determines when the ticket should be resolved before escalation.
- Assign the Owner responsible for overseeing the tickets.
- Select the Users/Agents who will handle the tickets.
- Enter Escalation details by selecting the days and assigning an escalation person.
- In the Visibility section, assign specific employee groups or departments who can view and raise tickets under this category.
Note: If no visibility options are selected, the category will be visible to all employeThis process ensures that ticket categories are managed efficiently and aligned with organizational needs.