What is an employee helpdesk?
The employee helpdesk is a one-stop shop for all your employee-related requests and issues. It's a place for employees to report problems, request changes, raise questions or report incidents or other issues. The most common are
- Leave request
- Request for work equipment
- Reporting broken work equipment
- Reporting a problem with the workplace
- Request for access to the software
- Report a printer problem
- Report a problem with your computer
- Request for a new computer
- and the like
Each organization creates employee helpdesk forms according to its needs.
Benefits of an employee helpdesk
- The company gets a single point of contact for all employee-related requirements that employees can turn to
- Whenever they have a problem with HR issues, facilities, workplace, computer or other IT technology, they don't have to look for who to turn to
- They have an overview of what is happening with their request and when they can expect a solution
- Thanks to the smart work with the request history, you are in control of all the history for individual devices
Employee helpdesk replaces confusing e-mail ping-pong
- Using employee helpdesk, you can replace confusing e-mail communication
- A business can create any IT helpdesk request or report it needs in the Aptien Employee helpdesk
Employees can see the progress of the request
A user who reports a problem or request will find all their active reports in their employee self-service in the "Requests and reports" tab.
- All your active employee helpdesk reports that you submit are displayed in the yellow column on the left as "Active".
- On this tab, by clicking the arrow next to "Active", you can also view closed reports.
- Once completed, you will receive a notification in your notification list
- You can use the search field to search for specific reports.
- You can search in the column with created requests and reports or when you want to create a request or report and cannot find the given request or report.
- Until the request and report are closed, you can use them to add comments.
Dealing with tickets from the Employee helpdesk
Responsible person for the request sees all submitted requests
- Closed - here you will find all processed requests or reports where you are a follower or an approver
- Canceled - here you will find all canceled applications and reports, whether the cancellation was caused by the founder or the approver for any reason
- Until the report is closed, it is possible to add comments to it. Click to view or download the uploaded attachment.
How to create and set up request forms
Requests forms of employee helpdesk and its workflow you set up the in the administration.
- Go to administration
- Select "Requests and reports" in the menu
- Make settings according to the following options
- Save the form settings