Employees can raise queries on a variety of issues using the helpdesk facility on HRWorks. The helpdesk facility records the queries raised by employees and facilitates resolution of the same by the helpdesk personnel.
Raise a query on the helpdesk
As soon as you login to HRWorks, you can raise a ticket online by clicking on the "Helpdesk" tab. Once you click "Helpdesk," you can raise a query under the "Create Ticket" option, which is a sub-menu under "Helpdesk".
Please ensure that you raise your query under the appropriate helpdesk category. For example, with regard to the above screenshot, please raise queries related to salary under "Pay related" instead of "IT Helpdesk". Please note that each helpdesk category is supported by personnel from the respective department. In case you raise a query under the wrong helpdesk category, resolution of your query may get delayed.
Submit your query
Please visit the ticket screen and enter your query.
Click the submit button at the bottom to submit your query. Once you submit the query, your query is assigned a ticket number for identification.
Please make note of the ticket number for future reference.
Update your query
After you submit your query, you can update the ticket by entering more information or adding to your original query by clicking the "Update" button at the bottom.
Close your ticket
You can choose to close your ticket at any point by clicking the "Close this Ticket" button at the bottom of the screen.
Once you close the ticket, there can be further action on the ticket.
View your tickets
You can see the details of the tickets you raised by clicking "Last 10" left menu under "My Tickets".
Please click the 
icon (see the screenshot above) to open the ticket. After you open the ticket, please click the 
icon too see the discussion thread.
The conversation is displayed as follows.
Response to your ticket
Once the ticket is raised, the concerned helpdesk personnel in your organization are notified. You will receive an email alert containing a link to open your ticket, when your query is responded to. You can then open your ticket see the response from the helpdesk personnel.
Please click the icon to see the response from the support personnel.
If you are happy with the resolution provided by the helpdesk personnel, you can inform them of the same by updating or closing the ticket.
Ticket closure
Once you update the ticket, the helpdesk personnel can mark the ticket as resolved. You will receive an email notification when the ticket status is updated to resolved. You can also check the ticket status by seeing the conversation thread.
Re-opening a ticket
After a ticket is marked as resolved, you can re-open the ticket if you are not happy with the resolution.
Once a ticket is reopened, it becomes active for the helpdesk personnel to respond.