Add HR Help Desk Category

1. From your home page, go to Settings > HR Help Desk > Preferences > Categories and click Add Category.
   
   
   
   
2. Select the icon for the HR Help Desk category.
   
   
   
   
3. Enter the name and short description for the category.
   
4. Select locations for which this category will be applicable.

5. Select the Agent who can manage HR Help Desk in this category.
   

6. Click Add.
   The category will be added and saved as draft. After adding a category, the category setup page appears.

Set Up and Enable HR Help Desk Category

1. Click Add Agent.
   
2. Select the location for which the selected agent will be managing the cases.
   

3. Select the specific employee or user groups from the dropdown.
   
4. Click Add.
   The selected employees or user groups will be added to this HR Help Desk category as agents.
5. Click Next.
   
   
   
   

Subcategories

1. Click Add Subcategory.
   
2. Enter a subcategory name.
   
3. Select agent who can manage cases on this subcategory.
   
4. Enable mandate subcategory selection.
   This direct the cases raised on specific subcategory category to corresponding agent.
   
   
   
   

Knowledge Base

1. You can upload the reference from:
   
1. Desktop
   
2. Zoho Workdrive
   
3. Cloud services (Google drive, Dropbox, OneDrive, Box or Evernote)
   
2. You can add website link using URL option.
   
   
   

FAQ

1. Click Add FAQ.
   
2. Add frequently asked question with answers, tags and attachments.
3. Click Submit.
   The question will be added to the FAQ section of this category, which can be referred before submitting a case request.
4. Add more questions by repeating the steps.
   
   
   

SLA

1. Click Add SLA.
   
2. Enter the name and description for the SLA.
   
3. Set criteria based on the System Fields or Case details.
   
   
   
   
4. Add conditions
   
5. Set Criteria patter with logics And or OR
   
   
6. Set the conditions for the first level of escalation for the category
   
1. Enter the Closure time in days, hours or minutes for closing the case.
2. Select Calendar Days or Business Days under Operational Days.
   Calendar day refers to all the days of the week while Business day refers to the organization's official working days. 
3. Enable the Reminder email toggle button if you want an email to be sent.
   If Reminder email is enabled, enter the time at which notification must be sent.
   
   
   
7. Add additional escalation level if required.
   
8. Click Add
   
9. You can enable or disable SLA upon adding.
   
   
   

Hover over the SLA to clone the SLA and create new one, to delete SLA click on the Delete icon.

Enable or Disable the Category

1. Go to Settings > View all > Cases > Preferences > Categories.
   
2. Click on the toggle button to enable or disable a category.
   
   
   
   
3. You can also enable or disable category by clicking on it and using Enable or Disable button.