Raise a new helpdesk request

The Helpdesk Module in the greytHR mobile application helps you to create and track your helpdesk requests. The requests can be related to HR, Payslips, Loan, Income tax, Information technology, and Employment Information. After you create a request, the system notifies the relevant reviewer.

The Helpdesk screen lets you view each request's progress and current status in the Application Timeline, such as Submitted, Pending, and Resolved. You can view the timeline under the History tab. If your request is open, you can also view and post a comment to communicate with the reviewer.

The Helpdesk screen displays the following tabs:

• Apply: The tab allows you to raise a new request.

• Pending: The tab displays a list of requests requiring a reviewer's action.

• History: The tab displays a list of requests that are resolved or withdrawn.

You can perform the following actions on the Helpdesk screen:

1. Raise new requests.

2. View pending requests.

3. Withdraw request.

4. View closed/withdrawn requests.

To view the Helpdesk screen, navigate to Home > Helpdesk. 

Raise new request

To raise a new request, perform the following actions: 

1. From your mobile application, navigate to Home > Helpdesk. The Helpdesk screen opens.

2. Under the Apply tab, from the Category dropdown list, select the category as per your requirements.

3. In the Subject text box, enter a short and relevant subject line.

4. In the Description box, enter detailed information about your requirement.

5. From the Priority dropdown list, select the required option.

6. Under Upload File, tap Select File to attach a screenshot or document. Browse to the required folder on your mobile device and attach a file.
   Note: The CC to option allows you to inform another team member about your request. You can view the CC to option based on your admin’s configuration. 

7. Tap Submit to raise the new request.

View pending requests

The Pending tab displays a list of your requests awaiting action from the reviewer. The tab enables you to view the details of your request, withdraw your request, and re-open/close requests. 

To view your pending requests, perform the following actions:

1. From your mobile application, navigate to Home > Helpdesk. The Helpdesk screen opens. 

2. Tap the Pending tab. A list of pending requests appears.

Each request displays information such as Assigned To, Applied date, Subject, and Priority. To view more details, such as your request's Description and Application Timeline, click View More.

Withdraw request

To withdraw a request, perform the following actions:

1. From your mobile application, navigate to Home > Helpdesk. The Helpdesk screen opens.

2. On the Helpdesk screen, tap the Pending tab. A list of requests appears.

3. Select the required request and tap the Withdraw button. The Withdraw Request pop-up appears.

4. Tap Confirm to withdraw your request. 

View closed requests

The History tab displays a list of your requests that are closed. A request can be closed because it is forwarded/resolved/withdrawn/closed. To view your closed requests, perform the following actions:

1. From your mobile application, navigate to Home > Helpdesk. The Helpdesk screen opens. 

2. Tap the History tab, and a list of closed requests appears. 

Each request displays information such as Assigned To, Applied date, Subject, and Priority. To view more details, such as your request's Description and Application Timeline, click View More.  

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