Quick answer
Open Helpdesk and click New ticket. Pick the right category, write a clear title, and describe what happened, when, and what you expected versus what you got. Attach screenshots and set the correct priority. A clear ticket in the right queue is the fastest to solve.
How do I write a clear ticket?
Pick the right category
Choose HR, IT or admin so the ticket reaches the right team first time.Write a clear title
Summarise the problem in a few words, like "Payslip missing for July".Describe what, when, expected vs actual
Say what you did, when it happened, what you expected, and what actually happened.Attach screenshots
A picture of the error saves a lot of back and forth.Set the priority
Be honest — save high priority for things that block your work.
What should my description include?
Give the team enough to act without asking you again.
Title: Cannot download my July payslip
What: I click Download and nothing happens
When: Started this morning, 1 Aug
Expected: A PDF payslip opens
Actual: The button spins, then does nothing
Attached: screenshot of the spinning button
What is an SLA?
An SLA is the target time to respond to and resolve your ticket. Each priority has its own target — an urgent ticket is aimed to be answered sooner than a low one. Setting the right priority sets the right expectation.
How do I track and reply?
Open your ticket on the Helpdesk page any time to see its status — new, in progress or resolved — and read replies from the team. Reply in the same place to keep the whole conversation together.
Frequently asked questions
- What is an SLA?
- A target time to respond and resolve your ticket. Higher priority means a faster target.
- How do I know if my ticket was answered?
- Open the ticket on the Helpdesk page to see its status and any replies, and reply back there.