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Helpdesk System

The HR+ Help Desk keeps internal support organised for HR, IT, facilities and any other service teams. Tickets pull employee information from the core directory, while FAQs and notifications help resolve issues quickly.

  • Help Desk › FAQs – Maintain categories, questions and answers that employees can search before raising a ticket.
  • Help Desk › Tickets – Create, triage and resolve requests. Includes list, kanban and detail views.

Configure ticket types and routing​

Ticket types, prefixes and default routing are set up for your workspace by ClarityLoop. If you need a new type or want to adjust the default behaviour, drop a note to support@clarityloop.com with the details and our team will update it for you.

Create and submit tickets​

  1. Open Help Desk › Tickets and click Create.
  2. Enter the ticket details:
    • Title – Short description of the issue.
    • Ticket Type – Choose from your configured types.
    • Priority – Low, Medium or High for triage.
    • Forward To – Select the individual the ticket should be assigned to. Additional assignees can be added later.
    • Deadline – Optional target resolution date (must be today or later).
    • Description – Provide as much context as necessary.
    • Attachments – Upload screenshots, audio files or documents to help the resolver.
  3. Tickets open with status New. Assigned users and the requester receive in-app notifications.

Manage and resolve tickets​

  • Statuses: Move tickets through New → In Progress → On Hold → Resolved → Canceled. Only authorised users and assigned employees can change status.
  • Assignees: Use Change Assignees from the ticket detail page to add or remove collaborators.
  • Comments: Add updates, share progress or request more information. Comment attachments are stored alongside the ticket history.
  • Tags: Apply existing tags or create new ones for reporting and search filters.
  • Claim requests: Employees can click Claim Ticket to volunteer for unassigned work. A manager can approve or reject the claim; approved employees are added to the assignee list automatically.
  • Audit trail: All edits, status changes and notifications are logged for reference.

All notifications are sent in English.

Maintain the knowledge base​

FAQ categories and articles​

  1. Navigate to Help Desk › FAQs.
  2. Create categories (e.g. IT Support, People & Culture, Facilities).
  3. Add FAQs under a category with a clear question, concise answer and optional tags.
  4. Use the built-in search to confirm the article appears when key phrases are typed.

Auto-suggest in tickets​

When agents type in the ticket description, HR+ suggests matching FAQs so they can link the right article or resolve the request immediately.

Tips for smooth operations​

  • Encourage teams to agree on SLAs that align with the Priority field so escalation paths are clear.
  • If you need a default routing change (for example, a new team lead), email support and we will update the configuration behind the scenes.
  • Use tags to represent root causes or product areas; combined with the Reporting workspace they provide quick trend analysis.
  • Close the loop by adding FAQ articles after recurring tickets. This lowers ticket volume and speeds up future resolutions.

With these tools the Help Desk becomes a shared workspace where employees can self-serve common answers and service teams can resolve the rest with full visibility.