Help Desk
Resolve people queries fast with HR-built ticketing.
Help Desk gives the everyday questions of working life — a payslip query, a broken chair, a laptop that will not start — a proper front door. Instead of requests scattering across inboxes and corridor conversations, the HR or admin team records each one as a ticket — including requests taken on an employee's behalf — and works every open item from one queue with a subject, a priority and a status that tells the truth about where things stand.
A ticket is deliberately simple: a subject, an optional free-text description, a category such as IT or Facilities, and one of four priorities — low, medium, high or urgent, with medium as the sensible default. Every ticket belongs to your organisation alone: the server resolves the tenant from the signed-in session and scopes every read and write to it.
What sets the module apart is discipline about state. A ticket moves through a fixed lifecycle — open, in progress, resolved, closed — and both the interface and the server enforce which moves are legal. The queue only ever offers valid next steps, and the API rejects anything else, so a ticket can never silently jump from open to closed without someone actually resolving it.
Around the queue sit the supporting pieces: categories with owner teams and target resolution hours, a knowledge base of written answers the resolving team maintains for the questions that repeat, and a settings area for your defaults. Access is gated through the same permission templates as the rest of Nexa People — the help desk is an HR and admin surface by default, and an employee account works the queue only when its role is explicitly granted the module's forms.
How Help Desk works
Raise a ticket in seconds
The New ticket dialog asks for exactly what a resolver needs: a subject (required), a category such as IT or Facilities, a priority from low to urgent, and a free-text description for the detail. Nothing else stands between hearing about a problem and having it logged — the ticket lands in the queue as open, stamped with when it was created.
The Tickets list shows every request as a row with its subject, category, priority and status. Priorities and statuses render as colour-coded badges — urgent and high are visually flagged, resolved reads as success — so a resolver can read the temperature of the queue at a glance without opening anything.
A lifecycle with guard rails
Tickets follow a fixed path: open, in progress, resolved, closed. Each row in the queue offers only the transitions that are legal from its current state — Start an open ticket, Resolve one that is in progress, Close one that is resolved, or step a ticket back when work stalls.
The same transition map lives on the server, which validates every status change and refuses illegal jumps outright. That means the lifecycle holds even for API calls that never touch the interface: the client and the server agree on the rules because they are the same rules.
Closed is not a dead end. A closed ticket can be reopened, sending it back to open with its history intact — useful when a fix did not stick — and your settings record whether reopening after close is the policy you want.
Categories owned by real teams
The Categories screen defines the shape of your help desk: each category has a name, an owner team chosen from five — IT, HR, Facilities, Finance or Admin — a target resolution time in hours, and an active or inactive status. Categories are added, edited and removed through simple dialogs, and the list shows the owner and SLA target for each at a glance.
Settings also carry an Owner Teams tab — a separate list of team names your organisation maintains as reference data, a written record of how support work is actually divided in your company that sits alongside the five owner teams the category form offers.
A knowledge base for the questions that repeat
Every help desk answers the same ten questions a hundred times. The Knowledge Base screen is where the resolving team keeps those answers: articles with a title, a category — IT, HR, Facilities, Finance, Admin or General — and full body content.
Articles carry a status of draft, active or archived, so a half-written answer never masquerades as guidance and an outdated one can be retired without being deleted. The aim is simple — the team writes the answer down once and consults it every time the question returns, instead of reconstructing it ticket by ticket.
Settings that set the tone
The General Setting tab collects your defaults in two accordions. Tickets covers whether new tickets should be assigned to the category's owner team, whether reopening after close is allowed, and the default priority for new tickets. SLA records your default resolution target — 8, 24, 48 or 72 hours — and whether a breach should be escalated.
Everything is saved into your organisation's configuration with one click, so the help desk runs to an agreed standard rather than each resolver's personal habits.
Access, governed like everything else
Help Desk sits in the Workspace section of the navigation and is gated by the HelpDesk module in Nexa People's role and permission templates. The catalogue carries form-level keys — Ticket Request, Tickets Resolution, Ticket Involvement, Help Desk Settings and more — and the route guard hides the module entirely from roles that hold none of them, so the menu never offers a door the guard would slam shut.
The same catalogue includes a HelpDesk Dashboard entry among the dashboard permissions and a matching access key in the general permissions list, so visibility of help-desk information is governed with the same per-form granularity as everything else in the suite. One source of truth drives both the navigation and the route guard: what a role cannot reach, it never sees.
That is also how employee involvement works. The help desk is not part of the standard self-service surface — an employee account can raise and work tickets only when its role is explicitly granted the module's forms, so opening the queue to the wider organisation is a deliberate permission decision rather than a default.
Features
A ticket form that takes seconds
Subject, category, priority, description — that is the whole form. No mandatory fields beyond the subject, no training required, so requests get logged instead of emailed.
Four priorities, visibly ranked
Low, medium, high and urgent, with medium as the default. Priorities render as colour-coded badges in the queue so the urgent work is impossible to miss among the routine.
A status lifecycle the server enforces
Open, in progress, resolved, closed — with the legal transitions defined once and enforced both in the interface and on the API. Invalid status jumps are rejected outright, so ticket history always reflects what actually happened.
Categories with owner teams and SLA targets
Each category records which of five owner teams — IT, HR, Facilities, Finance or Admin — it belongs to and the resolution target in hours, and can be switched inactive when it no longer applies. A separate owner-teams list in settings holds your own team names as reference data.
Knowledge base with article statuses
Written answers organised by category, moving from draft through active to archived. The resolving team keeps its guidance in one consultable place and retires stale articles without losing them.
Defaults you configure once
Default priority, default SLA hours, auto-assignment to the owner team, escalation on breach and the reopen-after-close policy are all recorded in one settings screen and saved to your organisation's configuration.
Reopen without losing history
A closed ticket is one click from open again — the queue offers Reopen as a legal transition, and the ticket returns with its record intact rather than starting life over as a duplicate. Settings note whether reopen-after-close is your organisation's policy.
A help assistant that knows the product
Nexa People's website ships with a chat assistant backed by a built-in FAQ knowledge base. It matches questions against curated answers by keyword, offers topic chips per module, and can call an AI service for unmatched questions — falling back to the closest FAQ answer when the AI is not configured.
Used by: Any employee can raise a ticket; HR or the owning team resolves them.
Works with the rest of Nexa People
The Reports module reads the help desk directly: its overview counts every ticket not yet closed as an Open Tickets figure, sitting alongside headcount, pending leave and the organisation's other vital signs — so the health of the queue is visible where leadership already looks.
The help desk runs on the suite's common plumbing — access flows through the same role and permission templates as every other module, settings persist in the same organisation configuration store, and every ticket, category and article is scoped to your organisation by the same tenancy checks that protect the rest of your data. Categories and knowledge-base articles are kept in the same shared records store the suite uses for other modules' data-backed lists, so the rules that govern your other configuration govern them too.
The product help assistant reaches across the suite too. Its built-in knowledge base covers Leave, Payroll, Attendance, Employees, Organisation, Reports and Separation, with how-to guides for each, so a question about applying for leave or reading a payslip gets a direct answer drawn from how those modules actually work — reducing the tickets that need raising in the first place.
Frequently asked questions
Who can raise a ticket, and what does it contain?
Tickets are recorded and actioned by the HR or admin team — including requests taken on behalf of employees who phone, email or drop by. An employee account can raise and work tickets itself only when its role is granted the module's permission forms. A ticket carries a subject, an optional description and category, and a priority from low to urgent, and it enters the queue as open with a creation timestamp.
What statuses does a ticket move through?
Open, in progress, resolved and closed. The queue only offers the legal next steps for each ticket — start, resolve, close or step back — and the server validates every transition, refusing jumps the lifecycle does not allow.
Can a closed ticket be reopened?
Yes — reopening returns a closed ticket to open with its history intact, which matters when a fix turns out not to have stuck. The settings screen also records whether reopening after close is your organisation's policy.
How do categories and SLA targets work?
Each category records a name, an owner team — one of five: IT, HR, Facilities, Finance or Admin — and a resolution target in hours, and can be marked inactive when retired. Settings hold a default SLA of 8 to 72 hours, whether breaches should be escalated, and whether tickets should be auto-assigned to the category's owner team. Settings also keep a separate owner-teams list of your own team names as reference data.
What goes in the knowledge base?
Written answers the resolving team maintains and consults when working tickets: a title, a category — IT, HR, Facilities, Finance, Admin or General — and full body content. Each article has a draft, active or archived status, so unfinished answers stay hidden and outdated ones are retired rather than deleted.
How is access to the help desk controlled?
Through the same role and permission templates as the rest of Nexa People. The HelpDesk module carries form-level permission keys such as Ticket Request, Tickets Resolution and Help Desk Settings, and roles holding none of them do not see the module in the navigation or reach its routes.
Where do help-desk numbers appear outside the module?
The Reports overview shows an Open Tickets count — every ticket whose status is not yet closed — alongside the organisation's other headline figures, so the state of the queue is part of the same dashboard leadership already reviews.
Is help-desk data separated between organisations?
Yes. The server resolves your organisation from the signed-in session on every request, and all tickets, categories, articles and settings are stored and queried against that organisation alone — the same tenancy model used across the whole suite.
Related modules
See Help Desk in your own setup
We'll walk you through the modules you care about and email you login credentials to try it yourself.