TalinoHR

Support Tickets

3 min read

The support tickets feature is a built-in helpdesk system that allows any TalinoHR user to submit support requests and receive responses from HR/admin staff through threaded conversations.

Submitting a Support Ticket

Any logged-in user can submit a support ticket. To create a ticket:

  1. Navigate to the Support page (ESS: /ess/support, Admin: /support)
  2. Click the "New Request" button
  3. Fill in the form:
    • Subject — A brief title describing your request
    • Category — Select the most relevant category
    • Details — A detailed description of your issue or request
  4. Click "Submit Request"

You will receive a ticket number (format: TKT-YYYYMM-NNNN) for tracking.

Ticket Categories

Support tickets are organized into 9 categories:

  • Payroll — Payslip issues, salary questions, deduction inquiries
  • Leave — Leave balance questions, leave policy clarifications
  • Benefits — SSS, PhilHealth, Pag-IBIG, loan questions
  • Attendance — DTR concerns, schedule issues
  • Performance — Review questions, goal-related inquiries, PIP questions
  • IT Support — App bugs, access issues, technical problems
  • Policy — Company policy inquiries and clarifications
  • Suggestion — Feature requests, improvement ideas
  • Other — Anything that doesn't fit the above categories

Ticket Statuses

Each ticket progresses through these statuses:

  • Open — Newly submitted, awaiting response
  • In Progress — HR/admin has acknowledged and is working on it (automatically set when admin first replies)
  • Resolved — The issue has been addressed
  • Closed — The ticket is finalized

Ticket Priority

Tickets have three priority levels: Low, Medium (default), and High. Priority can be adjusted by HR/admin staff.

Threaded Conversations

Support tickets support back-and-forth conversations:

  • Both the submitter and admin can post replies
  • Messages are displayed in chronological order
  • Admins can post internal notes that are only visible to other admins (hidden from the ticket submitter)
  • Email notifications are sent when a ticket is submitted (to HR admins) and when an admin replies (to the submitter)

For Employees (ESS Portal)

Employees access support tickets through the ESS portal at /ess/support:

  • View all your submitted tickets and their current status
  • Click any ticket to view the full conversation thread
  • Reply to open or in-progress tickets
  • Submit new support requests

For HR/Admin Staff

Administrators manage support tickets at /support:

  • View all tickets across the organization with filters for status, category, and priority
  • Click a ticket to open the detail panel with the full conversation
  • Change ticket status (In Progress, Resolved, Closed)
  • Adjust ticket priority
  • Reply to tickets (replies notify the submitter via email)
  • Post internal notes visible only to admin staff
  • Managers can view tickets from their direct reports

Who Can Access Support Tickets

  • All users — Can submit tickets and view/reply to their own tickets
  • HR Admin, HR Staff, Super Admin — Full access to all tickets, can respond and manage status
  • Managers — Can view tickets from their direct reports (read-only)
  • Employees — Can only see their own tickets through the ESS portal

Email Notifications

The system sends automatic email notifications:

  • When a ticket is submitted — HR Admin and Super Admin users receive an email with the ticket details
  • When an admin replies — The ticket submitter receives an email with a preview of the reply (internal notes do not trigger emails)