StaffingGo Help Desk Module - User Help Manual

Created by Pritesh patel, Modified on Fri, 4 Jul at 4:47 PM by Pritesh patel

1. Overview

StaffingGo provides a comprehensive Help Desk module that allows employees and users to submit tickets for queries, issues, or service requests. The Help Desk ensures issue tracking, escalation, and timely resolution, enhancing employee experience and operational efficiency.

The Help Desk is access-based, ensuring only authorized users can raise, track, and respond to service requests.

2. How to Provide Service Request Access to Users

Navigation Path:
Settings → Company Setup → User Role Template → Service Request Access

✅ Select the appropriate User Role Template to grant Help Desk request access.

3. Help Desk Requests on ESS Portal

Once employees raise Help Desk requests through the ESS (Employee Self Service) Portal, they can:

View request status under the History Tab.
Track ticket progress and responses.
Receive notifications upon ticket updates.

4. Creating Help Desk Request Categories

Categories help organize Help Desk requests for better visibility and tracking.

Steps to Create Categories:
Settings → General Masters → Masters → Help Desk Request Category

Fields to Configure:

Field	Description
Master Title	Enter the Category Name.
Visibility	Choose visibility scope: All, Employees, Client, or Core Users.
TAT to Close	Define Turnaround Time (TAT) for closing the ticket.
Escalation TAT	Set maximum time before the issue escalates automatically.
Escalation User	Select escalation responsible user from dropdown list.

5. Managing Help Desk Requests

Once a Help Desk request is raised:

Request Buckets for ER Users:

Pending Requests: New or unresolved requests.
Responded Requests: Requests where a response has been provided.
Closed Requests: Tickets marked as resolved/closed.
Escalation Requests: Tickets automatically escalated after TAT expiry.

Steps to Respond to Requests:

Navigate to: Pending Request Bucket
Click on the Ticket No. to open task details.
Update the status or add a response as required.
Tickets move to escalation or overdue buckets automatically based on TAT.

6. Raising Requests on Behalf of Employees

Authorized users can raise Help Desk requests on behalf of employees directly from the core application.

7. Employee Service Request Notifications

Important:
If notification users are not mapped for service requests, alerts will automatically route to the Employee’s ER Person.

Steps to Map Notification Users:
Settings → Portal Settings → Self Service Tab → Self Service Employment Request

8. Help Desk Reports

StaffingGo provides detailed reports to track Help Desk requests:

Monitor ticket status.
Review escalations.
Filter by client name, employee number, etc.

9. Known Considerations & Clarifications

✔ If an employee raises the Help Desk request:

Employee Code and Client Name will display on the dashboard.
Email notifications will be triggered to the employee.

✔ If a core user raises the request:

Employee Code and Client Name will not appear on the dashboard.
Employee-specific notifications will not trigger.

✔ The Target Date field:

Visible only in the Core Application, not on the ESS Portal.
ESS portal does not display target dates for Help Desk requests.

10. Common Issues & Troubleshooting

Issue: Client Name, Consultant Name, Employee ID missing on dashboard.
Cause: Request raised by core user or incorrect data mapping.
Resolution: Verify if request originated from ESS or Core. Confirm field mappings.

Issue: Employee not receiving Help Desk email alerts.
Cause: Notification settings not mapped.
Resolution: Check Self Service Employment Request mapping under Portal Settings.

11. Escalation & TAT Process

Tickets automatically escalate to designated users if unresolved within Escalation TAT.
Escalated tickets appear in the Escalation Bucket for immediate attention.