# Help Desk and FAQs **Help Desk** covers support tickets and a company FAQ. The screens below are shown as an HR Head sees them on the demo workspace.

Report a problem: raise a support ticket

## The pieces | Screen | What it is for | |---|---| | **Tickets** | Support tickets, on one page in up to three sections: **My Tickets**, **Suggested Tickets** and **All Tickets** (described below). Filterable by title, priority, status, and more, and can be grouped by owner, ticket type, status, priority, tags, assigner or company. | | **Raise Ticket** | A form: Title, Owner, Description, Ticket Type, Priority, Deadline, Status, Tags, Attachments, and **Forward To**, where the ticket goes: a department, a job position or a named person. | | **FAQs** | FAQ categories, each holding individual FAQ entries — the company's own knowledge base. | ![The Tickets screen: My Tickets and Suggested Tickets, both empty for this account, with title/priority/status filters](https://docs.blueonehr.com/uploads/images/gallery/2026-10/ZCehelp-desk-overview-tickets.png) ![The Raise Ticket form: Title, Owner, Description, Ticket Type, Priority, Deadline, Status, Tags, Attachments and a Forward To department/role selector](https://docs.blueonehr.com/uploads/images/gallery/2026-10/kvbhelp-desk-overview-raise-ticket.png) ## Raise a ticket An employee raises a ticket from the **Tickets** page: select **+ Raise Ticket** at the top right. 1. **Title** (required): a short, clear summary. **Owner** is required too; for an employee it offers only their own name. 2. **Description** (required): a text editor with formatting buttons. Write what is wrong. 3. **Ticket Type** (required): choose from the list. The test workspace used for this page offered only **IT Support**. 4. **Priority**: **Low**, **Medium** or **High**. It starts on **Low**. 5. **Deadline** starts on today's date. **Status** starts on **New**. **Tags** and **Attachments** are optional. 6. **Forward To** (required): a department, a job position or a person. Then select **Raise Ticket**. BlueOneHR opens the new ticket's own page with the message "The Ticket created successfully." The ticket then appears in **My Tickets** with the status **New**. The ticket page has a **Status** selector with **New**, **In Progress**, **On Hold**, **Resolved** and **Canceled**, plus **Edit**, **Archive** and **Delete** buttons, an attachments box and a comments box. ## The three ticket sections The **Tickets** page lists tickets in up to three sections one below the other, each with its own count in its heading and the same columns: **Ticket**, **Type**, **Status**, **Priority**, **Owner**, **Forwarded to**, **Deadline** and **Actions** (a **View** button per row). | Section | What it lists | |---|---| | **My Tickets** | Tickets you own or raised yourself. | | **Suggested Tickets** | Tickets forwarded to your department, to your job position, or to you personally. | | **All Tickets** | Every active ticket in the workspace. It appears only for accounts that are allowed to view all tickets. | Signed in as the HR Head on the demo workspace, **My Tickets** and **Suggested Tickets** were both empty and **All Tickets** held 12. Signed in as the demo manager, only **My Tickets** and **Suggested Tickets** were shown and there was no **All Tickets** section. ![The All Tickets section, below My Tickets and Suggested Tickets: a table of every ticket with type, status, priority, owner, forwarded-to and deadline columns](https://docs.blueonehr.com/uploads/images/gallery/2026-10/9K0help-desk-overview-all-tickets.png) Some of the tickets in **All Tickets** were **raised automatically rather than by a person**, for example "No compliance run: August 2026", "No active contract: ..." and "Assets outstanding: ...", alongside ordinary human-raised tickets such as "Request for new monitor at desk". This confirms that Mitra writes real tickets into Help Desk (see [What Mitra is](https://docs.blueonehr.com/books/mitra/page/what-mitra-is)); a ticket Mitra raises is an ordinary ticket like any other in these lists. ![FAQ Categories: empty on this workspace, with a Create Category action and a separate Tickets tab alongside FAQs](https://docs.blueonehr.com/uploads/images/gallery/2026-10/L3hhelp-desk-overview-faqs.png) No FAQ categories had been configured on the demo workspace at the time of capture — the FAQ side of this module exists but had no content to show. ## Related - [What Mitra is](https://docs.blueonehr.com/books/mitra/page/what-mitra-is) — for how automated Help Desk tickets get raised, and the 9 scopes Mitra can observe. ## Not confirmed - Who is notified when a ticket is raised, and how a ticket is assigned after **Forward To** is chosen. - What **Forward To** does for each kind of choice (department, job position, person) beyond what the **Forwarded to** column shows. - Uploading an attachment, adding tags, and posting a comment were not tried. - Which ticket types other workspaces offer. - Which accounts may change a ticket's status, and what each status does.