The Help Desk is an internal ticketing system designed to help employees send in their questions and requests on various topics. Each help desk can focus on a different subject, keeping things organized and ensuring queries reach the right representative. As a rep, it's important to understand how this feature works, how to respond to queries, and how to manage them so that employees get the answers and assistance they need promptly.
This article will cover:
How to Access the Help Desk
To access the Help Desk as a representative:
Log in to the admin dashboard
Access the Help Desk feature from the left sidebar
Make sure you are in the Help Desk tab
All done - this is where the magic happens! Continue reading to understand the layout, how to answer employee queries, and to gain some tips.
Please note: Currently, representatives can only view and reply to employee queries through the desktop.
Understanding the Layout
Now that you've learned how to access the Help Desk let's explore the layout and navigation before you begin answering employee queries. On the left side, you have three different views:
Unassigned - Shows all queries that currently have no representative assigned and are inactive conversations.
Assigned - Shows all queries that have been assigned to you and are active conversations.
All - Allows you to view all existing conversations, both assigned and unassigned.
It is best for you to work in the Unassigned tab most of the time since those are the conversations waiting to be picked up by a representative. When you access each view, you can see all queries and click on each to view their conversations.
For each conversation on the list, you have the following visual indicators to facilitate and fasten your navigation:
The Help Desk the query belongs to.
The time that the query was opened
The user who opened the query
The representative assigned to the query. If the query is assigned to a rep, you will see their avatar, but if the query is unassigned, you will see an orange icon.
How to Answer Employee Queries
Look at the complete workflow, from beginning to end, showcasing how to answer and handle employee queries.
Step 1: Set Yourself as Available to Help
The first step you need to take to begin answering employee queries is to set yourself as available to help. To do this, hover over the setting Available to help at the bottom of the Help Desk tab and toggle in on. Once you mark yourself as available, you will be notified of any incoming queries from employees, and other representatives will know they can assign conversations to you if needed.
Please note: When you are no longer available to help, simply toggle the setting off. This will automatically unassign any conversations that were previously assigned to you, making them available for other representatives to pick up. For example, as illustrated below, I initially had four queries assigned to me. Once I toggled off my availability, all of them were moved to the Unassigned view, leaving me with zero queries assigned.
Step 2: Review Unassigned Queries
Navigate to the Unassigned tab and browse all open and new conversations that are waiting to be handled by a representative.
Step 3: Reply to Queries
To answer an employee query, click on the relevant one you wish to handle, enter your message, and send it. Once you send the first message, the query will be automatically assigned to you and be moved to the Assigned view - where all the conversations you handle are displayed.
💡Tip: if needed, you can proactively start a conversation with an employee by clicking on "New message", selecting the relevant Help Desk, then the employee, and sending your message.
Step 4: Resolve Queries
When handling queries, you have two options:
Close the Conversation: If you have answered a query and resolved the issue, make sure to close the conversation to keep the queue organized.
Hand Off the Conversation: If the query is not fully resolved and you need to step away for any reason, you can manually unassign yourself. This allows another representative who may be better suited to help to take over, or you can see the other reps available and assign the conversation to someone else. This ensures that no queries are left unattended.
Tips for Working as a Representative
Mark as unread
Pin chat
Click on the arrow next to a specific message to:
React with an emoji
Reply directly to a specific message to ensure it's clear what you are referring to
Forward a message to another employee -This option is ideal if you are unsure of how to solve an issue, simply forward the message to your supervisor for further guidance with the employee query.
Delete for everyone - if you've made a mistake, feel free to delete the message instantly.
Access a user's profile directly from the help desk tab - for example, if an employee asks about their payslip and you need their unique employee number or ID to investigate, you can quickly go to their profile and find the required information.
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