Raising and Tracking a Ticket as an Employee

Need help from IT, Admin, Facilities, or any other support team? Keka’s Helpdesk lets you raise tickets quickly and track their progress until resolution. Whether you are reporting an issue, requesting an asset replacement, booking a meeting room, or submitting a stationery request, the ticketing system helps ensure your request reaches the right team.

Open the Helpdesk Module

From the left navigation menu, click Helpdesk to access the ticket management page.

Here, you can view:

• Open Tickets – Tickets that are currently being worked on.
• Closed Tickets – Tickets that have been resolved.
• Raised by Me – All tickets you have created.
• Following – Tickets you are following for updates.

To create a new request, click + New Ticket.

Select a Category

1. In the Raise a Ticket window, select the appropriate category for your request.
2. Some categories contain subcategories. 

Enter Ticket Details

1. Enter a short and clear title that summarizes the issue or request.
2. Add detailed information explaining the issue in description.

Include relevant details such as:

1. What issue you are facing
2. When the issue started
3. Any troubleshooting already performed
4. Required action or assistance

Attach Supporting Files (Optional)

If needed, click Attach File to upload supporting documents, screenshots, images, or other relevant files.

Raise the Ticket

After completing all required details:

1. Review the information entered.
2. Click Raise Ticket.

The system will create the ticket and display a confirmation message indicating that the ticket has been submitted successfully.

Track Your Ticket

Once the ticket is raised, you will be redirected to the ticket details page.

From here, you can view:

1. Ticket number
2. Ticket status
3. Category and subcategory
4. Assigned support representative
5. Ticket conversation and updates

You can also add follow-up comments or attachments if additional information is required.