Help Desk Configuration and Workflow

Help Desk Configuration refers to the setup process of the support or ticketing system within the staffinggo application. It includes defining ticket categories, assigning responsible teams or agents, setting priority levels, configuring TAT (Turnaround Time), and enabling notifications. This setup ensures that employee queries or issues are tracked, assigned, and resolved efficiently through a structured workflow.

Below are the steps on how one can Configure Help Desk and how Employee can raise the Help Desk Request in the staffinggo application :

Help Desk Configuration:

• Login as an Administrator
• Click on Settings --> Click on Masters

• In Masters --> Click on Help Desk Request Category

• Under the Masters section --> Click on New to Create New Help Desk Title and fill in the feilds as below 
  • Master Title: Enter the name of the Help file
  • Visibility : You can select whom you would want this Help Desk Title to appear for.
  • TAT to Close: Turn around time (Expected time duration) you would want the ticket to be closed
  • EscalationTAT: Turn around time in case of Escalation Tickets.
  • Escalation User: One can assign the escalation user responsible
  • User : One can assign the User responsible
• Once the details have been entered, Click on Save to save the Newly created Help Desk Title