Internal ticketing for IT, HR, and admin support
Employees raise support tickets for IT issues, HR queries, or admin requests. Track resolution with categories, priorities, SLA tracking, and a separate confidential grievance module.
Step-by-step workflow — watch the process flow
Raise Ticket
Employee creates ticket with category (IT/HR/Admin), priority (Low/Medium/High/Critical), and description.
Raise Ticket
Employee creates ticket with category (IT/HR/Admin), priority (Low/Medium/High/Critical), and description.
Auto/Manual Assign
Ticket is assigned to support staff based on category. Can be manually reassigned.
Auto/Manual Assign
Ticket is assigned to support staff based on category. Can be manually reassigned.
Work on Issue
Support staff investigates, adds internal notes, and communicates with employee via comments.
Work on Issue
Support staff investigates, adds internal notes, and communicates with employee via comments.
Resolve & Close
Issue is resolved. Employee can reopen if not satisfied. Auto-closes after confirmation.
Resolve & Close
Issue is resolved. Employee can reopen if not satisfied. Auto-closes after confirmation.
Configure the module to match your organization's policies
Create custom categories: IT Support, HR Query, Admin, Facilities, Finance, etc. Each category can have a default assignee and SLA hours.
Low, Medium, High, Critical. Each level can have different SLA response times.
Separate confidential workflow for workplace grievances. Categories: Harassment, Discrimination, Policy Violation, etc. Supports anonymous submission.
What makes this module powerful
Common questions about Helpdesk & Ticketing
Yes — the grievance module supports anonymous submission. The identity of the submitter is hidden from everyone except designated HR reviewers.
Tickets are for general support (IT issues, HR queries). Grievances are for serious workplace concerns (harassment, discrimination) and follow a separate confidential workflow.
Our team can walk you through the setup and configuration.