A ticketing helpdesk is a tool by which an employee raises a query in the system which gets assigned to a respective one (as per the ticket's category). Employees can only raise the tickets that belong to a category created by the admin. Admin can create/ manage/ remove the categories as per requirements. The following articles describe how Hawk HR enables admin to create a new ticket category.
Refer to the following steps to add a category in ticket:
- Navigate to: Control Panel -> Helpdesk, click on the Manage Category button (given in the page navigation bar), a new page will open up showing fields to create ticket's category
- Under the section of Add Category, enter the Title and Description of the new category
- Select the Priority (Normal/ Medium/ High)
- Enter the Resolution SLA (service level agreement) in days, it means that the ticket will get resolved under selected days otherwise it will be overdue/ escalated (moved to higher authority)
- Select the owner, owner is the one responsible to look after the tickets
- Select the Users/ Agents, multiple users can be selected, a user is the one answering
- Enter the Escalation details by selecting the days and the assigned person
- Click on + Add category button to add the category, Reset option is also available to remove the filled data
Scroll down the page to view the list of added entries. You can edit/ remove an added entry with the help of icons given under Actions column.