Since Wallet HR is loaded with many modules and the stake holder of various modules could be different, help desk enables the employees in the organisation to seek for help with the desired department for any clarification in the usage of the modules. Help desk keeps track of all queries and the time taken to resolve the same. Help desk team’s performance can be evaluated at any time through the powerful dashboard provided in the system.
This module helps the organisation to streamline the processes relating to addressing the queries from employees across departments. The query may be in the form of a service or a material request. The system is designed dynamically where the entire process can be configured to suit the needs of an organisation. For example, there can be multiple categories or sub category of service requests and some of which may need single or multi layered approval before assigning a ticket.
A ticket may be assigned to a group or self or to a person. Standard SLA can be configured for each service request which can be monitored till completion and MIS can be generated on the overdue SLAs. Help desk is featured with chat functionality where an employee can have live chat with the stakeholders of the service ticket. This module also features mail alerts for various stages of workflow.