Raising a ticket - Advanced Helpdesk
Quick Access : Others > Raise Ticket
Accessible to : Employees
To raise a ticket either use the Quick Access menu as shown above or go to HRIS > Helpdesk and click on "Raise Ticket" button.
- You have to select priority, type, category and other fields as per the setup
- Provide the Subject and give remarks and click on "Submit"
- You can optionally attach documents using "Upload" button
- You cannot change anything once you submit the ticket
- Any changes to the ticket are intimated through alerts
- You can input more comments if you feel that the response is not adequate or
as a reminder to the support representative
- Support representative who is assigned the ticket can also communicate with
you through the remarks
Ticket Status
A ticket can have following status
1. Draft : ticket has not been submitted
2. Open : ticket has been submitted but it has not been assigned to a team member
3. In Process : ticket is being worked upon
4. Closed : ticket has been closed
5. Feedback Pending : you need to give feedback on ticket closure
6. Feedback Completed : feedback has been given
Explanation of row colors
In the ticket table rows are shown in three different colors depending upon the
status of ticket
1. No color - ticket is under normal resolution time
2. Green - ticket has been closed in normal resolution time
3. Yellow - ticket is in L1 - L4 escalation but SLA has not been violated
4. Pink - SLA has been violated
When the ticket is finally closed the status is updated as closed. End status
of ticket color would be green, yellow or pink.
Related Articles
Raising a ticket by employee
Quick Access : Others > Raise Ticket Accessible to : All Employees Employees can raise tickets which are then routed to the appropriate department / group based on the nature of ticket . There are two versions of helpdesk and what you see will depend ...Helpdesk overview
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. ...Giving feedback on a ticket
Menu Path : HRMS > Helpdesk > My Tickets tab Accessible to : All Employees If advanced helpdesk feature is activated you might be requested for feedback on your closed ticket. You will see Feedback Pending status which shows that ticket is pending ...Report - Ticket Status
Menu Path : Reports > Helpdesk > Ticket Status You can review status of tickets through this report. Details of some fields which are available in report. 1. Time Taken - This field will have the time time in working minutes to close the ticket if ...Ticket closure and feedback
Menu Path : Tickets Accessible to : Support Representatives Ticket Closure If the Support rep (who is the Ticket owner) feels he has resolved the issue the final remarks can be given and ticket can be closed using the 'Close Ticket' button If an ...