The Helpdesk module in uKnowva HRMS is a comprehensive tool that simplifies the process of creating new tickets. 

Whether you need to report an issue, make a request, or log a query, the Helpdesk feature allows you to create a new ticket with ease. 

To begin, navigate to the Helpdesk menu from the side navigation panel. 

Clicking on this option will open a new interface where you can manage tickets. 

From the top tabs in this interface, click on the New Ticket tab to start creating a new ticket. 

Once you click on this tab, a form will appear with multiple fields for you to fill in to create a new ticket.

The form begins with a field for the Email Address, where you must provide the email address of the user associated with the ticket. A checkbox next to this field allows you to send an alert to the user regarding the ticket creation. 

Following this, you will find fields for Full Name and Telephone, which also includes an option to add an extension number if necessary. Next, there is a Domain field to specify the domain associated with the ticket.

The Ticket Source field is a dropdown where you can choose how the ticket originated, with options such as Phone, Email, and Other. 

The Department dropdown allows you to select the relevant department for the ticket, with options like Administration, HR Support, IT Department, Support, and Technical Support. 

These fields ensure that the ticket is directed to the correct team for resolution.

You can then fill in the Subject and Issue Summary fields to describe the problem or query in detail. 

For convenience, there is a Premade dropdown that includes predefined responses or issues, such as Working on it, please wait, Transferred to the concerned department, Issue Resolved, Please check, Done, Please check, and Assigned to Staff - Work in progress. 

A checkbox next to this dropdown allows you to append the premade response to the ticket.

If needed, you can attach relevant files using the Attachment field. 

Additionally, there is a Hooked Emails field to link any associated emails, and an Internal Note field where you can add comments for internal reference. 

You can also set a Due Date for the ticket using the provided date and time field, which helps in tracking deadlines effectively.

The Priority dropdown allows you to set the urgency of the ticket, with options like Low, Normal, High, and Emergency. 

For further classification, you can use the Help Topic dropdown, which includes options such as Billing and Support. 

If the ticket needs to be assigned to a specific team member, use the Assign To dropdown to select an employee. 

A checkbox next to this field allows you to send an alert to the assigned staff member, notifying them of the new ticket.

At the bottom of the form, there is a Signature section with two radio buttons: None and Dept Signature. You can choose the appropriate option if any signature is required. 

Once all fields are filled, you can complete the process by clicking the Submit Ticket button. 

If you need to clear the form or cancel the action, the Reset and Cancel buttons are available for use.

Creating a ticket in the Helpdesk module is a simple and organized process, ensuring that all necessary details are captured to address the issue promptly. 

For more details you can refer to this article. 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..