Manage any staff query with Help Desk

An internal help desk assists employees with various internal issues or requests within the company. It acts as a centralized hub where staff can open tickets with the right company representatives to report problems, request help, ask questions, or seek guidance on internal processes.

You can set up your help desk(s) via the admin dashboard in your Connecteam account. Assign specific employees or managers to manage the desk and answer incoming requests or direct them to the right person or department. 

Employees can report issues or seek assistance by creating tickets from the Connecteam app on their phones. The app then logs, tracks, and manages each ticket until the problem or question is resolved to ensure seamless communication and a speedy resolution to the issue. This system ensures that no request gets overlooked and helps organize the flow of support requests.

The number of help desks offered depends on which pricing plan you have:

• Basic and advanced plans: One help desk
• Expert plans: 6 help desks
• Enterprise plan: Unlimited help desks

While both the Help Desk and Connecteam Chat enable communication, the Help Desk is specifically designed to handle formal support requests and track them until they are resolved. In contrast, Connecteam Chat is for casual, real-time conversations between employees or teams.

• Help Desk: Creates tickets for specific issues, assigns them to relevant representatives, and tracks their resolution. It is a structured system that ensures no issue is left unresolved, providing accountability, transparency, and a formal process.
• Connecteam Chat: Allows for immediate, informal communication between employees but doesn’t have the same tracking, assignment, or structured oversight as the Help Desk.

Connecteam’s Help Desk is beneficial for various roles across different industries, including:

• Employees: Whether working in the field, in retail, or on-site, employees can submit issues directly through the app and get quick responses. It’s especially helpful for those managing daily tasks, shift schedules, or reporting technical problems.
• Team Leaders and Managers: The Help Desk provides a clear way for team leaders to manage requests from their employees, track issues, and ensure they are resolved quickly. It helps them oversee their team’s performance and address concerns that impact day-to-day operations.
• HR and Payroll Administrators: For those handling payroll or HR issues, the Help Desk simplifies the process by streamlining requests related to time clocks, payroll discrepancies, and onboarding questions.
• IT Teams: IT departments can use the Help Desk to handle tech-related tickets like software malfunctions or network issues. It ensures that they are promptly notified of problems and can address them efficiently.
• Operations Managers: For industries where schedules and operational efficiency are critical, such as retail, hospitality, or healthcare, the Help Desk is an invaluable tool. It ensures that all shift-related or equipment concerns are directed to the right person for immediate action.

Yes, managers can create custom Help Desks tailored to their specific operational needs. This flexibility allows businesses to align the Help Desk with their unique workflows and requirements.