Introduction
In any organization, employees frequently face issues that require quick assistance, whether it is related to payroll, IT support, admin requests, or general HR queries. Traditionally, raising a support ticket could involve navigating multiple pages, filling out long forms, or waiting for the right point of contact.
To simplify this experience, uKnowva HRMS offers an intelligent helpdesk chatbot that allows users to raise tickets instantly using simple, conversational queries. Instead of manually filling out ticket forms, users can interact with the chatbot, describe their issue, and let the system automatically generate a structured ticket draft.
In this article, you will learn how to use the helpdesk chatbot to raise tickets effortlessly, along with an understanding of how these tickets are managed within the system.
Step 1: Access the Chatbot in Your uKnowva Instance
To begin, log in to your uKnowva HRMS account. On the screen, you will find the chatbot icon, usually placed in a right-end corner of the page for easy access. Click on this icon to open the chatbot interface.
Once the chatbot window opens, you can start interacting with it just like you would in a normal chat. This eliminates the need to search for helpdesk forms or navigate through multiple menus.
Step 2: Enter Your Query to Raise a Ticket
After opening the chatbot, type your query in a natural, conversational way. For example, you can enter a request like “Raise a ticket for an issue in viewing payslip.”
The chatbot understands your request and automatically prepares a draft ticket based on the information provided. This draft includes the subject and the message.
This intelligent drafting process reduces errors and ensures that all necessary details are captured without requiring manual input in multiple fields.
Step 3: Review and Confirm the Ticket Draft
Once the chatbot generates the ticket draft, it will display it within the chat window for your review. At this stage, you can carefully go through the details to ensure everything is accurate and complete.
If the information looks correct, you can simply click on the Confirm button to proceed with raising the ticket, and based on the nature of the request, it will automatically assign the department. This step ensures that you have full control over what is being submitted while still benefiting from automation.
Step 4: Modify the Department if Required
In some cases, you may want your ticket to be directed to a specific department, such as IT, Admin, Payroll, or HR. The chatbot allows you to customize this by simply instructing it within the conversation.
For example, you can ask the chatbot to send the ticket to the admin department or any other relevant team. The chatbot will update the ticket accordingly, ensuring that it reaches the right team for faster resolution.
This flexibility helps avoid misrouting of tickets and improves response time across departments.
Step 5: Ticket Creation and Visibility
After you click on the Confirm button, your ticket gets successfully created in the system. The chatbot ensures that all the details are properly structured and submitted to the relevant department based on your input or selection.
Depending on your system access and permissions, the ticket is then available within the helpdesk module for further tracking and resolution. This ensures that your request is properly logged and routed to the appropriate team for action, helping maintain a smooth and transparent support process.
Admin Note: Setting Up SPOCs for Departments
For administrators, proper ticket routing depends on correctly configured SPOCs (Single Points of Contact) for each department such as IT, Admin, Payroll, and others. Setting up these SPOCs ensures that tickets raised through the chatbot are assigned to the appropriate teams without delays.
If you want to learn how to configure SPOCs for different teams, you can refer to this article. This setup plays a crucial role in ensuring efficient helpdesk operations.
Conclusion
That’s it!
You’ve now successfully learned how to raise a helpdesk ticket using the chatbot in uKnowva HRMS.
By following this process, you can quickly submit your issues without navigating complex forms, while ensuring that all necessary details are accurately captured through the chatbot’s intelligent drafting system.
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..