The Helpdesk feature in uKnowva HRMS provides an organized and efficient way to manage user queries and support requests. 

Whether you’re dealing with a technical issue, billing inquiry, or any other support requirement, creating a new ticket ensures that your concern is documented and directed to the appropriate team for resolution. 

This guide explains how you can use the Helpdesk to raise a ticket and streamline your support process.

To create a new ticket, navigate to the Helpdesk menu from the left-side panel. When you click on the menu, a new interface opens, designed to make the ticket-creation process straightforward.

On the top of the page, you’ll find the New Ticket tab. 

Click on it, and a form will appear, allowing you to input the details of your request. 

Begin by entering your Email Address, ensuring it is accurate, as this will be used for communication regarding the ticket. You can also check the box next to the email field if you wish to send an alert to the user.

Proceed by filling in your Full Name and Telephone Number (along with an extension, if applicable). Then specify your Domain to give more context to your request.

Select the appropriate Ticket Source from the drop-down menu. Options include Phone, Email, or Other, depending on how the issue was communicated. 

Next, choose the relevant Department to direct your query to the correct team. Options include Administration, HR Support, IT Department, Support, and Technical Support.

Provide a Subject that summarizes your issue, followed by a detailed Issue Summary to describe the concern. 

If applicable, you can use the Premade dropdown to select a prewritten reply or issue status, such as “Working on it, please wait” or “Issue Resolved, Please check.” If you want the premade message to append to the ticket, check the box next to it.

If you have supporting documents or screenshots, upload them in the Attachment field. You can also fill in the Hooked Emails and add any Internal Notes for additional information.

Specify a Due Date by selecting the desired date and time for the ticket's resolution. Next, set the Priority level for your ticket as Low, Normal, High, or Emergency, depending on the urgency of your issue.

Choose the Help Topic from the dropdown, such as Billing or Support, to categorize your request. 

Then assign the ticket to a specific staff member by selecting their name from the Assign To dropdown list. You can also check the box to send an alert to the assigned staff, notifying them of the new ticket.

Lastly, select the preferred Signature option, either None or Dept Signature (if applicable).

After completing the form, click Submit Ticket to raise the ticket. If you need to start over, click Reset, or if you decide not to proceed, click Cancel.

By following this process, you can ensure that your requests are properly documented and directed to the appropriate team for a timely resolution. 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..