Manage Helpdesk Requests in greytHR App
Updated in September-2024 | Subscribe to watch greytHR how-to video
Employees submit helpdesk requests when they need guidance, troubleshooting, or resolution for issues that could hinder their productivity or impede task completion.
Helpdesk requests are inquiries or assistance sought by employees from the organization's helpdesk or IT support team. These requests can cover various topics, including technical problems, software glitches, hardware malfunctions, account access issues, password resets, or any challenges faced while performing job responsibilities.
Whenever team members submit helpdesk requests, as a manager, you must review and take necessary action to proceed further.
The Review screen in the greytHR Mobile application allows you to accept, forward, and resolve your team member's helpdesk requests. You can also view all the closed requests.
You can also review the following workflow requests on the Review screen:
Attendance Regularization
Permissions
Leave
Leave Cancel
Leave Comp Off
Restricted Holiday Leave
Review team member’s helpdesk request
To review your team member’s regularization request, perform the following actions:
From the greytHR Mobile application, navigate to Explore > To Do > Review.
On the Review screen, you can view various request cards. Tap the required card. For example - Helpdesk. The Active and Closed tabs appear.
Note: You can also view the total number of helpdesk requests mentioned on the card.
Under the Active tab, select the required employee's helpdesk request card.
Tap the Accept/Resolve buttons to accept/resolve the request. The Accept Request/Resolve Request pop-up appears.
Tap Confirm to complete your action. A success message appears.
Tap the Forward button if you want to forward the request to another employee. A pop-up appears.
From the Forward to dropdown list, select the required employee.
In the Reason description box, enter the relevant reason to forward the request.
Tap Forward to confirm forwarding the request.
Note: You can also view all the approved/forwarded/resolved requests under the Closed tab.
Other related links: