> For the complete documentation index, see [llms.txt](https://docs.pockethrms.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.pockethrms.com/ess-portal/employee/working-with-tickets.md).
# Help
**Introduction**
This page will help you create new tickets on behalf of your employees, check employee-generated tickets, work on them and finally close them and get reports.
You may also send messages to your employees regarding the status of their tickets.
#### Pre-requisites:
:heavy\_check\_mark: Admin credentials
:heavy\_check\_mark:User rights
*Note - Kindly contact your Admin/ HR for rights if you are not able to perform the steps below.*
### **How to create a new ticket?**
**Step 1**: Select 'Help' from the left side menu.
**Step 2**: Select 'My Tickets' from the sub-menu.
**Step 3**: Select the tab 'Employee Ticket List'.
**Step 4**: Select the '+ Add'. button.
**Step 5:** Enter the relevant details and select the 'Create' button to create a new ticket.
### **How to work and close an already generated ticket?**
**Step 1**: Select 'Help' from the left side menu.
**Step 2**: Select 'My Tickets' from the sub-menu.
**Step 3**: Select the tab 'Employee Ticket List'.
**Step 4:** Select the 'Edit' button as shown below.
**Step 5:** Change the required details and select the 'Save' button to change the ticket status. The status of the ticket can be changed to:
* InProgress
* Closed
* ReOpen
* Resolved
**Step 6:** Optionally, you can send the ticket update status to the employee who generated the ticket using the 'Send' button.
**Note:** You may also view the ticket timeline using the ‘View Timeline’ button.
### **How to generate my Report for Help menu (Helpdesk)?**
**Step 1**: Select 'Help' from the left side menu.
**Step 2**: Select 'My Report' from the sub-menu.
**Step 3**: Select the tab 'User Report'.
**Step 4:** Select the relevant details and select the button 'Download Excel' to download the report.
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