Create help desk category

Updated in March- 2024 | Subscribe to watch greytHR how-to video

Creating a help desk category refers to the process of establishing a distinct classification or grouping for support tickets or inquiries within a help desk system. Help desk categories are used to categorize and organize incoming tickets based on their nature, topic, or area of concern. This categorization enables efficient ticket management, better allocation of resources, and improved response times.

The Help Desk Category page in the greytHR Admin portal displays a list of various categories, such as Employee Information, IT department, Income Tax, and Loan. The employees can raise help desk queries based on these categories.  

You can create a new category related to help desk queries and also edit/delete a particular help desk category. The page allows you to enable/disable the visibility of the existing help desk query categories for your employees.

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

Create help desk category

To create a help desk category, perform the following actions:

1. On the Help Desk Category page, click + Add Category. A page appears.

2. In the Description text box, describe the help desk query category.

3. From the Response Time spin box, select the days required to respond to a help desk query.

4. From the Escalation Period spin box, select the days required to escalate a help desk query.

5. In the Escalation Points text box, enter the points to escalate the help desk query.

6. Select the Enabled check box to enable the newly created help desk query category visible to your employees.
   To view the help desk categories from the greytHR ESS login, employees can navigate to Home >  Helpdesk > New Request > Category dropdown list. 

7. Click Save to create the category.

Note: 

• You can edit/delete a help desk query category by clicking the Edit/Delete icon available on each help desk query category row.

• You can also enable/disable the visibility of the existing help desk categories by clicking the ▶/॥ icons available on each help desk category row.

Other related links:

• Add help desk reviewer/manager

• Customize help desk options

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