Helpdesk module allows all employees to raise a ticket or give a suggestion. There are two types of helpdesk available in EazeWork -

1. Basic helpdesk - this is a part of EazeHR and explained in this article and other articles in this section
2. Advanced helpdesk - this provides a comprehensive ticketing system and can be enabled by your Account Manager if it has been subscribed to

The tickets which are raised in basic helpdesk can be related to one of the five departments - HR, Accounts, Admin, IT or Payroll teams. Whether all these options are available or not depends upon the modules which have been activated in EazeHR. There are no SLA monitoring or escalation management processes in the basic option. 

Different types of tickets which can be created in simple helpdesk and the role / person to which they are routed are
1. HR – routed to HR Manager
2. Admin – routed to Office Manager (visible only if Admin module is activated)
3. IT – routed to IT Manager (visible only if IT Manager role is activated)
4. Accounts – routed to Accountant
5. Payroll – routed to Payroll Manager (this is visible only if Payroll module is activated)

All these roles can be mapped to multiple persons but for each employee there is one and only one person who is mapped with this role. For example even if there are multiple HR Managers when an employee creates a HR query it will go the person who is mapped as the HR Manager of that employee.

Refer to the write-up on role mapping logic for more details. If the employee is not mapped to a corresponding HR / Admin / IT / Accountant or Payroll Manager then he would not be able to submit a ticket.