Help desk management start to end configuration.

FAQ – HDM start to end configuration.

Experience@ZingHR:

As an employee of an organization we have some queries/ doubts/ questions.

ZingHR gives you the platform to solve the raised query through creating Category, Sub category, assigning the call owner for the respective query, setting an escalation owner if the query does not get resolved at the Call owner stage. Further you can get an SLA for all your queries raised under Helpdesk Management.

Step 1: How to set category?

First go to “Help Desk Management” module option that you see on your screen after you have logged in as an Administrator. You now get to see this option “Category”, click on the same.

Category: It is an item under which employee will raise the query

a. Fill the Category code and Category name you want to display

b. Check against applicable to make it activate in system

c. Click on Save in order to submit your changes

 

Step 2: How to set Sub category?

First go to “Help Desk Management” module option that you see on your screen after you have logged in as an Administrator. You now get to see this option “Sub Category”, click on the same.

Category >> Sub Category: It is a sub description of query an employee will raise

a. Select Category drop down

b. Fill the Sub Category code and Sub Category name you want to display

c. Check against applicable to make it activate in system

d. Click on Save in order to submit your changes

 

Step 3: How to set call owner?

First go to “Help Desk Management” module option that you see on your screen after you have logged in as an Administrator. You now get to see this option “Call Owner”, click on the same.

Category >> Sub Category >> Call owner: Call owner is the person who will respond to the raise queries

a. Select Owner name/Employee name from the drop down

b. Fill the Email ID and Contact Number of selected Call owner

c. Check against applicable to make it activate in system

d. Click on Save in order to submit your changes

Step 4: How to set the escalation point?

First go to “Help Desk Management” module option that you see on your screen after you have logged in as an Administrator. You now get to see this option “Escalation List”, click on the same. 

Category >> Sub Category >> Call owner>> Escalation List: Escalation List is the person who is the owner of query

a. Select Escalation name/Employee name from the drop down

b. Fill the Email ID and Contact Number of selected Escalation owner

c. Check against applicable to make it activate in system

d. Click on Save in order to submit your changes

 

Step 5: How to define SLA?

First go to “Help Desk Management” module option that you see on your screen after you have logged in as an Administrator. You now get to see this option “Define SLA”, click on the same.

Category >> Sub Category >> Call owner >> Define SLA:  Here you will define the Help desk response & Escalation matrix. Check against the level at which you want help desk respond matrix to vary.

Note: "If already selected No need to select Org level Again"

 

Category >> Sub Category >> Call owner >> Define SLA:  Based on previous org level selection, list will expand. Click against the hyper link for setting the help desk respond matrix.

 

Category >> Sub Category >> Call owner >> Define SLA: Here you will define the Call owner and Escalation of particular Category and Sub Category.

a. Select category and Sub category.

b. Select the Call owner who would be responding.

c. Select the Escalation Owner.

d. Set SLA time in Hours/Days/Months.

e. Click on Save in order to submit your changes

 

ZingHR wishes you a great day ahead !