The Helpdesk module in uKnowva HRMS is designed to make handling tickets and queries as efficient as possible.
One of its key features is the ability to create and manage pre-made replies, which are pre-written responses that save time by addressing common issues or queries quickly.
This guide will walk you through the process of managing premade replies in the Helpdesk module.
Viewing the list of premade replies:
To begin, navigate to the Helpdesk menu from the side navigation panel.
Clicking on this option will open a new interface where you can access various tabs.
By default, you will land on the Open tab.
To manage premade replies, click on the Premade Replies tab, which is located among the other available tabs.
Upon selecting the Premade Replies tab, you will see a list of premade replies displayed in a table format.
Searching for a specific premade reply:
At the top of the list, you will see a search field with a dropdown next to it.
This drop-down menu allows you to filter replies based on specific criteria, and you can use the Go button to apply the search.
This feature is particularly useful when you need to quickly locate a specific premade reply or filter responses by category or status.
Editing premade replies:
The list of the premade replies include headers such as Reply Title, Status, Category/Dept, and Last Updated, providing an overview of all available replies.
Click on any of the premade replies from the list to begin editing these.
A table of the chosen premade reply opens.
In this view, you will see the Title of the reply, which defines the purpose of the response.
The Status field allows you to specify whether the reply is Active or Offline, ensuring that only relevant replies are visible to users when needed.
The Category dropdown lets you assign the reply to a specific department, streamlining its accessibility.
Below this, there is an Answer section with a text editor where you can modify the content of the reply as required.
Once your edits are complete, you can click on the Submit button to save the changes. Alternatively, the Reset button clears the fields, and the Cancel button discards any changes and closes the editor.
Adding a new premade reply to the list:
Next to the Premade Replies tab is the New Premade Reply tab.
Clicking on this tab allows you to create a new premade reply for use in the Helpdesk.
When you select this tab, a form will open with fields to define the new reply. The first field is for the Title, where you can enter the name of the reply. The Status field lets you choose whether the new reply should be set as Offline or Active.
The Category drop-down menu allows you to assign the reply to a specific department, ensuring that it is categorized appropriately. Below this is the Answer section, which contains an editor where you can type the content of the reply.
To save the new reply, click the Submit button after filling in all the necessary details. If you need to clear the form, use the Reset button, and if you wish to exit without saving, click the Cancel button.
Managing pre-made replies in the Helpdesk module is a straightforward process that significantly enhances productivity by providing quick, ready-to-use responses for common queries or concerns.
By organizing and maintaining these replies, you ensure a smoother workflow for your team.
For any further assistance, feel free to contact our support team at This email address is being protected from spambots. You need JavaScript enabled to view it..