Purpose
The Helpdesk module in HRStop enables organizations to streamline employee issue management in a structured and transparent way. It allows employees to raise queries, admins and agents to track and resolve them, and management to monitor service levels through reports and analytics.
It ensures faster resolution, better accountability, and improved employee experience by centralizing all support requests.
The module supports:
- Ticket creation by employees or admins
- Categorization and prioritization of issues
- Assignment of tickets to agents or owners
- SLA tracking and escalation
- Internal notes and communication
- Feedback collection and analytics
Who Should Use This
- Employees – to raise support tickets and track their resolution.
- Managers/Agents – to respond to tickets, update statuses, and ensure timely resolution.
- HR/Admins – to configure categories, assign owners, track SLAs, and analyze reports.
When to Use This
- When employees face workplace or system-related issues (e.g., payroll, attendance, IT support).
- When admins or managers need to assign, track, and resolve queries.
- During SLA monitoring, escalation handling, or internal audits.
- For capturing feedback to improve support quality.
- For generating reports on ticket volumes, resolution times, and employee satisfaction.
Helpdesk Module – Workflow and Guides
1. Configuration (Admin Access)
Admins can enable the Helpdesk module and configure settings.
- Enabling the Module – From Control Panel → Settings → Modules → Add-on Modules.
- Mandatory Categories – Force employees to select a category when raising tickets.
- Defining Categories – Create ticket categories, subcategories, priorities, and SLA timelines.
- Escalation Rules – Set escalation workflows if tickets exceed SLA timelines.
- Notifications – Configure email/SMS alerts for ticket events (raised, assigned, replied, overdue, etc.).
2. Ticket Lifecycle
- Raising a Ticket (Employee/ Admin) – Tickets can be created by employees directly or by admins on their behalf.
- Categorization – Each ticket must be tagged with the correct category/subcategory.
- Assignment – Tickets are assigned to the appropriate agent or owner for resolution.
- Priority & SLA – Defines urgency and expected resolution time.
- Status Updates – Ticket status progresses through Open → Answered → Resolved → Closed (or On Hold/Invalid if needed).
- Attachments – Employees or agents can attach supporting documents/screenshots.
- Internal Notes – Private comments added by agents/admins for internal collaboration.
3. Ticket Management (Agent/Owner Access)
Agents and owners are responsible for providing solutions and maintaining communication.
- Respond to tickets using direct replies or canned messages.
- Update priority, status, or category if required.
- Add internal notes for context-sharing.
- Ensure SLA compliance and escalate when needed.
4. Feedback and Employee Experience
Organizations can capture feedback after replies or after ticket closure.
- Configure feedback forms for each category.
- Add rating scales (1–5, 1–10) or multiple-choice/text-based questions.
- Gather employee satisfaction insights and improve support quality.
5. Reporting and Analytics
Admins can generate reports to monitor performance and trends.
- Ticket List Report – Track all tickets with filters by category, employee, agent, or status.
- Resolution Report – View SLA compliance, resolution timelines, and overdue tickets.
- Export Options – Reports can be exported in CSV format for audits or reviews.
Key Terms (Glossary)
- Ticket – An employee’s request or issue recorded in the system.
- Category/Subcategory – Classification of issues for routing and reporting.
- Priority – Defines urgency (Normal, Medium, High).
- Status – Current stage of a ticket (Open, Answered, Resolved, Closed, On Hold, Invalid).
- Owner – The person accountable for a ticket category.
- Agent/User – The person assigned to resolve tickets.
- Assignee – Specific individual handling a ticket.
- SLA (Service Level Agreement) – The expected time to resolve a ticket.
- Escalation – Forwarding unresolved tickets to higher authorities.
- Internal Note – Private agent/admin notes not visible to employees.
- Canned Message – Pre-written response used for efficiency.
- Overdue Ticket – A ticket unresolved beyond SLA.
- Feedback Form – Employee survey for rating ticket resolution.
- Analytics – Reports and dashboards for monitoring Helpdesk performance.
Summary
The Helpdesk module in HRStop provides a centralized, structured, and transparent platform to manage employee issues efficiently. With well-defined roles for employees, agents, owners, and admins, it ensures timely resolution, SLA compliance, and actionable insights through analytics and feedback.