Help Desk

The Help Desk module gives employees a formal way to raise requests, complaints, and questions — instead of routing everything through ad hoc emails and chats — and gives HR and department managers a single place to track and resolve them. It's typically used by every employee as requesters, with department managers and HR administrators doing the resolving.

This guide gives the big picture: what the module is for, how a ticket flows through it end to end, who sees what, and what can be customized. Deeper guides for each area are linked below. No technical background needed.

Purpose

Help Desk answers a simple question for anyone with a request: "Who do I ask, and where does this stand?"

Instead of requests getting lost in inboxes, everything lives in one place:

• Tickets, routed to whoever should handle them — a department, a job position, or a specific person.
• A conversation thread on every ticket, with comments and attachments.
• A searchable FAQ library, so common questions don't need a ticket at all.

What's Included

Help Desk is made up of two connected areas:

Area	What it covers
Tickets	Raising, routing, claiming, working, and resolving requests.
FAQs	A browsable library of common questions and answers, organized by category.

The Ticket Journey

A typical ticket moves through the module like this:

1. An employee raises a ticket — a title, description, priority, and type (a company-defined category like "IT Complaint" or "Service Request"), on their own behalf or, if they manage the relevant person, on someone else's.
2. It's routed somewhere — to a department, a specific job position, or a named individual, depending on what the ticket is about.
3. Whoever it lands on gets involved. If it's routed to a department or job position, anyone matching that routing can volunteer to take it on, or a department manager can assign it directly. If it's routed to a specific person, it's theirs from the start.
4. The conversation happens on the ticket itself — comments and file attachments, visible to everyone with access to it.
5. Its status moves along, from New through In Progress, optionally On Hold, and finally Resolved or Canceled.

What Each User Sees

Help Desk area	Employee	Department Manager	HR Administrator
Raise a ticket for themselves	✅	✅	✅
Raise a ticket on someone else's behalf	—	✅ (their reports)	✅
View their own tickets	✅	✅	✅
View tickets routed to their department	—	✅	✅
View every ticket company-wide	—	—	✅
Volunteer for a department/job-position ticket	✅	✅	✅
Assign or reassign a ticket	—	✅ (their department)	✅
Change a ticket's status	✅ (their own)	✅	✅
Manage ticket types, department managers, tags	—	—	✅
Browse the FAQ library	✅	✅	✅
Manage FAQ content	—	—	✅

In short:

• Employees can raise tickets, track their own, comment, and volunteer for anything routed to their department or job position.
• Department Managers are assigned to a department and get the same access over any ticket routed there — viewing, assigning, and working it.
• HR Administrators see and manage everything, and configure how the module is set up.

How Visibility Is Decided

1. Ownership. Whoever a ticket is raised for can always see and act on it.
2. Being a Department Manager. A department manager can see and work every ticket routed to their department — or, for tickets routed to a specific job position, the department that job position belongs to. Department managers must themselves belong to the department they manage.
3. Being the reporting manager. A ticket owner's direct manager can always view their ticket, following the standard reporting-line visibility used across the system (see User Roles & Access).
4. Permissions. Broad permissions grant company-wide visibility and management across every ticket, regardless of routing or reporting line.
5. Company. Tickets belong to the company of the employee they were raised for.

Customization Options

• Ticket types are company-defined categories (complaint, service request, meeting request, suggestion, and so on).
• Department Managers are assigned per department, and can be more than one per department.
• Tags can be created and attached to tickets and FAQs for organizing and filtering.

Good to Know

• Routing decides visibility, not just delivery. Where a ticket is sent — a department, a job position, or a named person — is what determines who can see and work it, beyond the owner and reporting manager.
• Claiming is how open, unassigned work gets picked up. A ticket routed broadly (to a department or job position) doesn't have to sit and wait for a manager to assign it — anyone who matches that routing can put their hand up.
• The FAQ library is open to everyone. Any employee can browse it; only administrators maintain its content.

Every question, a clear path to an answer.