🎫My Tickets

My Ticket List

How to raise Ticket from Pocket HRMS 2.0 Mobile Application?

Path: Login to mobile app of Pocket HRMS 2.0 > click on 3 horizontal lines > Helpdesk > My tickets > Plus sign > Fill in details such as subject, priority, select group> Add tag such as query, issue or request, description > Upload supporting document if required > Raise Ticket.

Step 1: Log in to the Pocket HRMS 2.0 mobile app.

Step 2: Tap on the three horizontal lines (hamburger menu) located at the top left corner of the screen.

Step 3: Select the ‘Helpdesk’ module from the menu and tap on ‘My tickets’.

Step 4: Tap on the plus sign (+) icon located at the bottom of the page to initiate a new support request.

Step 5: Fill in the essential details for your ticket, including the Subject, the Priority level (e.g., Low, Medium, High), and select the appropriate support Group (e.g., IT, HR, Payroll). Add a relevant Tag to categorize your ticket (such as query, issue, or request) and provide a clear, detailed Description of your problem.

Step 6: If applicable, choose the option to Upload a supporting document, such as a screenshot or an error log, to provide more context for the support team.

Step 7: Tap ‘Raise Ticket’ to officially submit your request to the helpdesk.

Other Functionalities in My Tickets Page:

Refresh Button

This is used to update the ticket list with the latest data from the system.

What it does:

• Fetches latest ticket status (e.g., Open, In Progress, Resolved)

• Shows newly created tickets (if any)

• Updates recent changes made by support/development team

• Loads latest comments or replies on your tickets

When to use it:

• After raising a new ticket

• When waiting for an update from the team

• If you feel the page is showing outdated information

My Ticket List Card

Click on the card, to view the details of the issue, query, request or concern raised. It takes you to the Ticket details page that mentions:

• Date of Issue/concern/ request/ query raised

• Status of the ticket: open or closed

• Ticket number

• Created to which team: IT or HR

• Priority type: Urgent, high or medium etc.

• Subject

• Explanation

• Attached files if any

• Timeline: Click it and scroll down as it gives you a quick visual summary of the ticket’s progress and key events.

  

It includes:

1. Ticket creation time – when the ticket was raised

2. Assignment updates – when it was assigned to a support/dev team member

3. Status changes – e.g., Open → In Progress → Resolved → Closed

4. Recent activity – latest updates, comments, or actions taken

5. Resolution/closure time – when the issue was resolved or closed

Why it’s useful:

1. Helps you track the journey of your ticket at a glance

2. Shows how quickly actions are being taken

3. Gives clarity on current stage without opening the ticket

Message Icon: The Message icon on the “My Ticket” card is used to view and interact with communication related to that ticket.

What it does:

1. Opens the conversation thread of the ticket

2. Shows messages exchanged between you and the support/dev team

3. Allows you to add a new reply or update on the ticket

Why it’s useful:

1. Let’s you quickly check updates or clarifications without searching

2. Helps you respond directly if more information is needed

3. Keeps all communication centralized within the ticket

Archive

Slide the ticket card to your left to get the option to archive the ticket for future reference.

For any queries, contact [email protected]