The Support & Helpdesk section allows employees to raise support requests and track the status of issues reported within the system.

This helps users communicate with the support team for technical or operational assistance.

Key Highlights

1. Raise support tickets
2. Track ticket progress in real time
3. Communicate with support team
4. Manage issue resolution workflow

The My Tickets page allows employees to create and manage support tickets related to system issues, requests, or technical problems.

Ticket Overview

At the top of the page, users can view ticket statistics such as:

1. Closed Tickets – Number of tickets that have been closed
2. Open Tickets – Tickets currently awaiting support team action
3. Resolved Tickets – Tickets where a solution has been provided
4. Reopened Tickets – Tickets reopened after a previous resolution

These indicators help users quickly understand the status of their support requests.

Raise a Ticket

Users can create a new support request using the Raise Tickets button.

Ticket Details

When submitting a ticket, users typically provide:

1. Ticket Category – Type of issue or request
2. Priority Level – Importance or urgency of the ticket
3. Subject – Brief title describing the issue
4. Description – Detailed explanation of the problem

Once submitted, the ticket is sent to the support team for review.

Ticket Workflow

Support tickets move through several stages during the resolution process.

Workflow Stages

1. Open – Ticket has been created and is waiting for action
2. In Progress – Support team is actively working on the issue
3. Resolved – A solution has been provided and waiting for confirmation
4. Closed – Ticket is completed and finalized

If the issue is not resolved, users can reopen the ticket for further support.

Ticket Management

Users can manage their tickets using:

1. Search and filter options
2. Ticket status tracking
3. Viewing ticket history and updates

This helps employees stay informed about the progress of their support requests.