Help Desk Overview

Help Desk gives employees a structured way to open tickets directly from the Ubeya app, and gives admins one centralized place to review, assign, prioritize, and resolve those requests.

Instead of managing employee questions through external channels like WhatsApp or email, Help Desk keeps each request inside Ubeya. This means the conversation can stay connected to the relevant employee, branch, category, and shift information.

Employees can submit requests, attach files, and follow their tickets from the app, while admins can manage the full ticket flow from the admin platform.

Help Desk is built around tickets.

When an employee opens a ticket, they select the relevant employer, branch, and category, then add the details of their request. If the request is related to a specific shift, they can also link it to a past or upcoming shift.
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Once the ticket is submitted, admins can review it from the admin platform and take the next steps. They can reply to the employee, add internal notes, assign the ticket, update its priority, snooze it, close it, or mark it as resolved.

This creates a clear flow from employee request to admin follow-up, with the relevant context kept in one place.

Tickets are organized by categories, which are managed per branch.

By default, Help Desk includes the following categories:

Admins can edit, delete, or add categories, and customize them with a shortcut, description, icon, and color.

Each category can also have allowed admins. Allowed admins are the only admins who can view and manage tickets opened under that category.

This helps keep requests organized and ensures that sensitive or department-specific tickets are handled by the right team.

Each category can have one auto-assigned admin.

When an employee opens a ticket in that category, the ticket is automatically assigned to that admin and appears in their inbox.

If no admin is auto-assigned, the ticket appears under All for the assigned admins who have access to that category. An admin can then manually assign the ticket to themselves or another admin.

Admins can access Help Desk from the admin platform and view tickets based on their permissions.

In the admin platform, Help Desk appears as the headset icon in the top-right navigation bar. The badge shows the number of new or unread Help Desk updates that need attention.

The admin view includes:

Tickets are organized by States:

Admins can update ticket priority, assign tickets, reply to employees, attach files, add internal messages, snooze tickets, close tickets, or mark them as resolved.

In the current version, marking a ticket as resolved also closes it automatically. Closed tickets can be reopened if needed.

Employees can link tickets to past or upcoming shifts.

When a ticket is linked to a shift, admins can open the shift details directly from the ticket and review relevant context, such as the shift date, time, position, area, scheduled hours, and event details.

Admins can also access the employee sidebar from the ticket to review relevant employee information and previous ticket history.

This helps admins understand the request and respond with the right context.

Admins can add internal messages to a ticket.

Internal messages are only visible to admins and are not visible to the employee. Admins can also mention other admins in internal messages, and mentioned admins will see the ticket under Mentions.

This allows admins to collaborate on tickets without leaving Ubeya.

Employees access Help Desk from the Inbox tab in the Ubeya app.

From there, they can open a new ticket or view their existing tickets. Each ticket shows key details, such as the title, branch, category, related shift, last update, and unread messages.

When opening a new ticket, employees first need to select the relevant company and category. If the request is related to a shift, they can choose a past or upcoming shift to add more context to the ticket.

After selecting the relevant details, employees describe their request by adding a title and description. They can also attach files or images before submitting the ticket.

Once the ticket is submitted, employees can track it from My tickets. Employees can continue the conversation with admins directly from the ticket thread. They also receive app notifications when admins reply or update the ticket.

Employees can follow their Help Desk tickets from the Ubeya app, but they do not see all admin-side ticket management details.

From the employee side, they can see who replied to them in the ticket conversation, whether an admin changed the ticket category, and whether the ticket was closed, resolved, or reopened.

Employees do not see which admin is assigned to the ticket, the ticket priority, or whether the ticket has been snoozed. This keeps the employee experience focused on the conversation and ticket updates that are relevant to them, while admins manage ownership, priority, and follow-up internally.

Help Desk and Chat are separate communication tools.

Help Desk is designed for structured employee requests that need to be tracked, assigned, prioritized, and resolved.

Chat remains available for regular chat communication and group chats.