Employees are provided with the option to raise tickets from their mobile app and every single query gets answered, promptly.
To create a ticket, the employee has to log in to the ESS portal.
On the home page click the “Help” icon.
Click “Help Desk”.
Click the “Plus” icon.
Select the following:
“PRIORITY” if the ticket is “Critical, High Medium, or Low” from the drop-down depending on the urgency of the ticket. Based on the priority, the resolution is done as per the pre-set SLA.
“CATEGORY” from the drop-down menu. Categorizing the ticket helps in easy identification of the issue thus leading to a quick resolution.
Enter the “SUBJECT” and “REASON”.
Enter the “ALTERNATE EMAIL”.
If you want to add any attachments, click “Attach File”.