The Helpdesk in uKnowva HRMS simplifies the process of managing and addressing tickets effectively. Whether you need to track open requests, search for specific tickets, or perform bulk operations, the helpdesk offers a seamless experience for users.
To begin, navigate to the Helpdesk menu from the side navigation panel.
Clicking on it will open a new interface where ticket management takes place.
By default, you land on the Open tab, which displays a list of currently open tickets.
The list organizes ticket details under headers like Ticket, Date, Subject, Department, Priority, From, and Assigned To, giving you a clear overview of all the information.
1.Searching an open ticket
At the top of the ticket list, you see a search field with a Search button next to it. Beside the button, the word "Advance" appears in brackets.
Clicking on it opens advanced search options, allowing you to refine your results effectively.
You can filter tickets by department, status, type, date range, or assigned staff.
The advanced button next to the Search button also lets you sort the ticket list by criteria such as priority, date, or department and decide whether to display the results in ascending or descending order.
Use the advanced search to save time and quickly locate specific tickets.
It helps keep a tab on open tickets more easily by narrowing down results, ensuring you find the exact information you need without scrolling through an extensive list.
2.Viewing details of open tickets in helpdesk
When you need detailed information about a ticket or want to take specific actions, click on the ticket from the list to open its detailed view.
This view provides all relevant details, updates, and options to manage the ticket efficiently.
These include the status, priority, name, email ID, department, domain, create data, source, assigned staff, due date, IP address, etc., about this specific ticket to make the tracking and processing easier in a single tab.
3.Editing open tickets details in the helpdesk
a. Editing basic details of an open ticket with internal note
At the top-right corner of the detailed view, you will find a pen icon that allows you to edit the ticket.
A new interface will appear allowing you to modify the details of the ticket and required.
After modifying the required information like email address, full name, subject, telephone, domain, due date, priority, topic, etc., enter the reason for the edit in the Internal note section.
To save the changes click on the Update Ticket button or to discard the changes click on the Reset button, to exit without saving the edit click on the Cancel button.
b. Reloading an open ticket to refresh the details.
When you open a ticket to view its details, you find a pen button there for editing it. Next, to it you find a reload button.
Leverage this button by clicking it to refresh the ticket details that you’ve recently updated for an updated page view.
c. Changing an open ticket’s priority
Below the ticket information, you will see the Action field with a drop-down menu.
This menu includes options like changing the ticket's priority, releasing (unassigning) the ticket, closing it, banning the associated email and closing, or deleting the ticket.
If you need to adjust the priority, select "ChangePriority" from the Action menu.
The Priority drop-down lets you choose between Low, Normal, High, or Emergency.
Click on the Go button to save the changes.
d. Deleting an open ticket in the helpdesk
To delete an open ticket, start by locating the ticket you want to remove from the list.
Each ticket has a checkbox on the left side of its name.
Click on the checkbox to select the ticket.
If you need to delete multiple tickets, you can select more than one.
Once selected, click on the "Delete" button at the top of the list.
A confirmation prompt may appear to ensure that you want to proceed with the deletion.
Alternate way of deleting an open ticket
Another way to delete an individual ticket is by opening the ticket you want to remove. Locate the ticket from the list and then click on it to open the ticket.
Once the ticket is open, scroll down to locate the "Action" drop-down menu.
Click on the drop-down, and from the available options, select "Delete Ticket."
Click on the Go button to proceed with the deletion process.
Once done, a message will appear confirming deletion.
By utilizing these features, you can ensure that issues are addressed promptly and operations run smoothly. If you have any questions or need additional support, feel free to contact us at This email address is being protected from spambots. You need JavaScript enabled to view it..