Raise a ticket on behalf of an employee

Admins may need to raise tickets on behalf of employees who are unavailable, non-technical, or new to the system. This ensures no concern goes unrecorded.

Steps to raise a ticket (admin view)

1. Navigate to Helpdesk → Raise Ticket.
2. Select the employee name
   • Use the dropdown to select the employee for whom you're raising the ticket.
3. Enter the ticket details:

Field	Description
Category	Select the correct category for routing the issue.
Priority	Choose the urgency level: Low, Medium, or High.
Assigned To	Choose the agent or user responsible for resolving the issue.
Subject	Enter a concise title (e.g., "Laptop Not Delivered").
Description	Include all necessary details to help the assigned agent resolve the issue quickly.
Attachments (optional or mandatory)	Upload files such as screenshots, screenshots of emails, or handover documents.

1. Click Create Ticket.

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Additional notes

• The ticket now appears in both the employee’s and the agent’s ticket dashboards.
• The assigned agent is notified and begins work based on the SLA.
• Admins can continue to monitor or edit the ticket until closure.