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Helpdesk: Efficient Employee Support

The Helpdesk module in Ninerole is designed to resolve employee requests efficiently with tickets, SLAs, and comprehensive support visibility. It allows employees to raise and track various requests, including HR, IT, payroll, and admin queries. The system manages assignments and SLAs, routing tickets, assigning ownership, and monitoring response times to ensure timely resolution. A knowledge base provides self-service help through FAQs and guides, so employees can to find answers independently. Additionally, CSAT and Reports track satisfaction, resolution quality, and overall support metrics, enabling continuous improvement in service delivery.

Helpdesk: Efficient Employee Support

Step-by-step guides

Create and Submit Support Tickets
Raise a support request from the dashboard — enter a subject and description, set the priority, and submit the ticket for assistance.
Create a Ticket from Workplace Operations
Raise a helpdesk ticket from the Workplace Operations work area — subject, category, priority, and description, then create the ticket.
Manage Assets Efficiently in Ninerole HRMS
Log in, add a new asset to the inventory, assign it to an employee, and navigate the asset management system end to end.
Navigate and Upload Documents
Add a document to the Workplace Operations document library — title, description, category, and visibility, then choose the file and upload.

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Common questions

How do I raise a support ticket?

Choose the category — HR, IT, payroll or admin — add a subject and description, and submit. Full guide

What is the difference between a support ticket and an operations ticket?

Support tickets route to HR, IT, payroll or admin. Operations tickets cover assets, facilities and devices. Full guide

How do I assign an asset to an employee?

Create the asset record in the inventory first, then assign it. Full guide