> 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

Create new tickets, check employee generated tickets, work on them and close them by following the steps below.

**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.

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FG1HKVS0vj9GQapfD6zRn%2FHelpDesk%20Ticket%201.1.png?alt=media\&token=80cfa524-de6a-4e4e-bacc-585f923607ff)

**Step 2**: Select 'My Tickets' from the sub-menu.

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FxXDJ8JVYteE312KeqEAx%2FHelpDesk%20Ticket%201.2.png?alt=media\&token=3ea33615-e428-4bdf-a38a-c1e2942b5242)

**Step 3**: Select the tab 'Employee Ticket List'.

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FuF3ZLnXWckxVlgZIEfe9%2FHelpDesk%20Ticket%201.3.png?alt=media\&token=d1f490f1-49f6-49ce-84eb-38c12d4206ad)

**Step 4**: Select the '+ Add'. button.

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FOJmd7ZhN09zWiHVBAAYp%2FHelpDesk%20Ticket%201.4.png?alt=media\&token=5b03bf3b-b139-4415-9d56-7b16f4a5ecf1)

**Step 5:** Enter the relevant details and select the 'Create' button to create a new ticket.

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2F1ILOnwv7W4hv5oiUwogE%2FHelpDesk%20Ticket%201.5.png?alt=media\&token=8d296f4d-fdf1-4ea2-a9b0-8d4801e24bcb)

### **How to work and close an already generated ticket?**

**Step 1**: Select 'Help' from the left side menu.

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FG1HKVS0vj9GQapfD6zRn%2FHelpDesk%20Ticket%201.1.png?alt=media\&token=80cfa524-de6a-4e4e-bacc-585f923607ff)

**Step 2**: Select 'My Tickets' from the sub-menu.

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FxXDJ8JVYteE312KeqEAx%2FHelpDesk%20Ticket%201.2.png?alt=media\&token=3ea33615-e428-4bdf-a38a-c1e2942b5242)

**Step 3**: Select the tab 'Employee Ticket List'.

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FuF3ZLnXWckxVlgZIEfe9%2FHelpDesk%20Ticket%201.3.png?alt=media\&token=d1f490f1-49f6-49ce-84eb-38c12d4206ad)

**Step 4:** Select the 'Edit' button as shown below.

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FvXpbB6vlNv2Gtbn5sJwk%2FHelpDesk%20Ticket%202.4.png?alt=media\&token=f6b68efe-ed87-4e2c-a2e6-cab81a43d55c)

**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

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FAh8vLIqKq2ElI1HEi7Q2%2FHelpDesk%20Ticket%202.5.png?alt=media\&token=c7bcaf6a-ffab-40d4-8cde-83e88a164753)

**Step 6:** Optionally, you can send the ticket update status to the employee who generated the ticket using the 'Send' button.

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FFEE9AgR6RlQL3KV73Pst%2FHelpDesk%20Ticket%202.6.png?alt=media\&token=1ea273ac-2cfa-40f3-bc31-558febf272ec)

**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.

<div align="center"><img src="https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FbmMUMh6wt4g20BZMkhCq%2FHelp%20Desk%20Menu.png?alt=media&amp;token=6133458c-73ad-4658-be21-d41f9817a554" alt=""></div>

**Step 2**: Select 'My Report' from the sub-menu.

<div align="center"><img src="https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2Fr7e72A191fX3uFBOg41Q%2FHelpDesk%20Report%201.2.png?alt=media&amp;token=f2ed66b4-d469-4db6-8f8d-f5d2f48a6e1c" alt=""></div>

**Step 3**: Select the tab 'User Report'.

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FNNn5pewSQNkOQxcWfvrr%2FHelpDesk%20Report%201.3.png?alt=media\&token=321c5522-ec0b-46f2-83ec-edfd38ae8e00)

**Step 4:** Select the relevant details and select the button 'Download Excel' to download the report.

![](https://4282324958-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MXep_PEmh8mDPVWj49x%2Fuploads%2FHcmCRMnNhlGVofilazKJ%2FHelpDesk%20Report%201.4.png?alt=media\&token=7d868204-3078-4cfa-8d9a-6ce42d0c9c77)