HR365 Helpdesk

You would be redirected to the comments page of ticket once you click on Ticket ID or Title from home page.

From this page you can assign and update the status of the tickets.

Reply

You can Reply to the tickets.
The user's message would be answered by an agent in a message box.
Message from the agent will be delivered to the user.

Consult

You can Consult to team member before transferring the Tickets.
You could talk to the team members about allocating tickets based on their performance.
To inform the team members, a e-mail would be sent via click on Consult button.

Transfer

You can Transfer the ticket from one department to another.You can decide to assign the ticket to a specific team member and/or department.
The ticket could be assigned or transferred to the other team member.

Private Notes

You can add Private Notes for the agent's reference.
Users would not be able to see the private notes that agents share with one another. The other team member would receive an email (click the "Add Private Note" button).
The message between the agents are private in above instance.
A ticket assignee would receive notifications, while a team member (agents and supervisor) adds a private comments.

Once the admin enables the merge ticket option from the settings, it displays on the ticket comment page, where the admin or ticket assignee could merge the ticket with another ticket using the ticket ID.

Once the tickets are merge (other tickets), the old ticket ID’s would get closed and a new ticket ID would be generated, followed by a notification for ticket merge is sent to ticket requester.

To merge the tickets, follow the steps:

Go to home page and click the Ticket ID to open the comment page.
On the comment page, click the Merge button, which displays a pop-up.

Click the Yes button, which displays merge to pop-up.

Enter the Ticket ID to merge into.

Click the Merge button.

Split Tickets

A single ticket with multiple departments involved to resolve could be split as per the requirement. Admin can enable the toggle switch for split tickets.

To split the ticket, follow the steps:

Go to home page and click the Ticket ID to open the comment page.
On the comment page, click the Split button, which displays a pop-up.

Click the Yes button, which displays Ticket Split to pop-up.

Enter New Ticket Title and comments, select Teams and Services to merge into.

Click the Split button.

Escalate Tickets

Escalate any issue if the ticket is not resolved within a specific time interval.

To esalate the issue, follow the steps:

Go to home page and click the Ticket ID to open the comment page.
On comment page, click the Escalate button, this displays comment box to write the comments.

Select Escalation Teams and Escalation Teams Members.
Click the Escalate button.

Review Tickets

Admin can enable the toggle switch for review ticket.

To review the tickets, follow the steps:

Go to home page and click the Ticket ID to open the comment page.
On comment page, click the Review button, this displays comment box to write the comments.
Select Teams Members with whom you want the share the review.

Sub Tickets

A sub ticket could be created from a ticket. Sub tickets are disabled (on default setting ), you can enable it by clicking Enable sub ticket toggle switch. You can Assign Sub Ticket by checking the Teams and/or Teams Members check box and clicking on the Save button as shown below.