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Add help desk reviewer/manager

Updated in November- 2023 | Subscribe to watch greytHR how-to video

Adding a help desk reviewer/manager means assigning someone to supervise and assess the work of the help desk team, ensuring prompt and effective customer support. They may also train and guide team members, set service standards, and improve processes.

The Help Desk Reviewers page in the greytHR Admin portal displays a list of reviewers for each help desk query category. You can also assign reviewers for each help desk query category on the page.  

To view the Help Desk Reviewers page, click the Settings icon > System Settings > Help Desk > Help Desk Reviewers.

⚠️ We recommend you to contact the greytHR support team before making any changes in settings.

Add help desk reviewer/manager

To add a help desk reviewer/manager, perform the following actions:

  1. On the Help Desk Reviewers page, click +Add Ticket Reviewer. A page appears.

  2. From the Help Desk Category dropdown list, select the required help desk category.

  3. From the Location dropdown list, select the required location.

  4. In the For User Type Reviewer section: 

    • Select the Named User option, and from the Reviewer dropdown list, select the required option to assign a named user as reviewer, such as manager, payroll admin, IT Admin, and HR admin.

    • Select the Employee option and in the Employee search box, enter a specific employee’s name or number to assign a specific employee as a reviewer for a particular helpdesk query category.

  5. In the For User Type Manager section:

    • Select the Named User option, and from the Manager dropdown list, select the required option to assign a named user as manager such as IT Admin, HR, and payroll admin.

    • Select the Employee option and in the Employee search box, enter a specific employee’s name or number to assign a specific employee as a manager to review.

  6. Click Save. You can view the newly assigned reviewers/managers on the Help Desk reviewers page.

Note: You can edit/delete the existing reviewers by clicking the Edit/Delete icon available on each reviewer row. 

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