WebPay Payroll

Help desk Module

 Need And Features of Help desk Module

NEED of Module


 To allow employees submit their queries/complaints of specified categories to the

company administration, so that administration be able to get information and solve employee’s
problem(s).


Features in Help desk Module

1. Request submission and status checking.

2. Ticket number generation for each request so that requests may get filtered.

3. Employee can get the remark/comment on their ticket submitted by the ticket authorities and vice-

versa.
4. Searching through the tickets submitted by employees on various criteria.

5. Report generation for getting details of the selected/all tickets.

6. Automatic escalation of tickets to higher authorities if not answered/replied by the assigned

authorities.
Help desk Module Structure (Admin Portal)

START

Create Ticket Categories

Create Query Categories

Assign Authorities for the ticket categories

Allow Employees to submit tickets

Take action on submitted ticket

END
Help desk Module Structure (Employee Portal)

START

Submit requests/queries

Search through your submitted tickets

View ticket details and submit comments or withdraw tickets

END
 Ticket Categories Creation

Objective and Features of the Form :

ØCreate Categories for the ticket generation.
ØTo allow employees to submit ticket for the saved categories.

Query Categories Creation

Objective and Features of the Form :

ØCreate Query Categories for the ticket generation.
ØTo allow employees to submit ticket for the saved query categories.
 Ticket Categories Creation
How to Create Ticket Category

Category Code
(Max 3 Chars)

Category Name
(Max 50 Chars)
 Query Categories Creation
How to Create Query Category

Category Code
(Max 3 Chars)

Category Name
(Max 50 Chars)
 ‘Pending Due to’ Master Creation
How to Create Pending due to master data

Pending Id
(Max 3 Chars)

Pending Description
(Max 50 Chars)
 Ticekt Authority Creation

Select Ticket Category

Select From Employee/User

Select Authority’s Level

No. of days up to which ticket will be assigned to the authority.

 Help desk Module – Admin portal
for ticket handling

Search Ticket
List of Tickets
Click button to view detail of Ticket

Click to see list of all Tickets

Click to Export details of selected Tickets

 Help desk Module – Admin portal
for searching through tickets

Search Criteria for selecting Tickets

 Help desk Module – Admin portal
for viewing list of searched tickets
Help desk Module – Admin portal
for viewing details of a ticket

Close/Re-open ticket.
Ticket Details

Select Pending reason

Type solution
/comment
Select solution
/comment type

Attach a file
List of existing comments
View attached file
 Help desk Module – Admin portal
for Exporting Ticket details

Select from ticket list

Details exported in excel file

Click to export details
Help desk Module – Admin portal for
Exported Ticket details in MS-Excel

Exported ticket details

 Help desk Module – ESS portal for
Ticket Manipulation

New Ticket Submission

Searching through tickets

View ticket details

List of tickets
Help desk Module – ESS portal for
Ticket Submission
Select Query Category

Select Ticket Category Select Ticket Priority

Ticket Subject

Ticket Query/Comment

File Attachment
Help desk Module – ESS portal for
Ticket Searching
Select Query Category

Select Ticket Category Select Ticket Priority

Ticket Status

Ticket Numbers
Date of ticket submission
 Help desk Module – ESS portal for
Ticket Searching

Selected Ticket details

Enter new comment

View attachment

Withdraw Ticket

New file attachment

List of ticket comments
End of Presentation