Understanding Keka's Helpdesk

TABLE OF CONTENTS

• Raise and track your tickets
• Categorise your tickets
• Analysing ticket trends

Introduction

This article explains how Keka’s Helpdesk — an add‑on feature — centralizes ticket‑based support for internal requests. It’s designed to help employees submit issues efficiently, while allowing HR or Helpdesk admins to manage, categorise, and analyse these tickets effectively. You’ll learn how to raise, categorise, and review ticket trends to ensure timely resolutions with privacy and clarity.

Raise & Track Your Tickets

Employees can easily submit and track support tickets via the Helpdesk interface. This ensures timely attention to issues—whether urgent or routine.

Admins and HR teams gain visibility into all internal requests, making it easier to monitor ongoing issues and assign responsibilities accordingly.

Categorise Your Tickets

Organising requests into defined categories ensures faster, more accurate responses:

• Create relevant categories (e.g., HR, IT, Payroll), each with an assigned team or individual.

• Use canned responses for consistent messaging and closing messages for smooth ticket resolution.

• Visit the “Managing Helpdesk Settings” guide to learn how to configure categories, canned replies, and closing notes manually.

Analysing Ticket Trends

Use Keka’s summary dashboard to gain real-time insights:

• View number of open vs. closed tickets, average resolution time, monthly ticket volumes, and first‑response times.

• Dive deeper by exporting filtered data through the Reports section to identify process improvements and enhance Helpdesk efficiency.