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Overview Video


Step-by-Step Tutorial Guide

Overview

This tutorial explains how employees can use the Help & Support section in the TankhaPay Employee App to raise support requests and track their resolution. The module enables employees to communicate directly with the support team and monitor the status of their tickets from a single dashboard.

Step 1: Open the Help & Support Module

  1. Log in to the TankhaPay Employee App.

  2. From the side navigation menu, tap Help & Support.

The Help & Support dashboard opens, displaying all your support requests.

Step 2: Review the Support Dashboard

On the dashboard, you can view a summary of your support tickets, including:

  • Open Tickets

  • In Progress Tickets

  • Closed Tickets

  • Pending Tickets

Below the summary cards, the ticket list displays details such as:

  • Ticket ID

  • Subject

  • Category

  • Created Date

  • Current Status

This provides a quick overview of all your support requests.

Step 3: Create a New Support Ticket

  1. Click the Create Ticket or Add Ticket button.

  2. The New Ticket window opens.

This form allows you to submit a new support request.

Step 4: Select the Issue Category

  1. Click the Category dropdown.

  2. Choose the category that best matches your issue.

Examples may include:

  • Attendance

  • Leave

  • Payroll

  • Employee Profile

  • Login Issue

  • General Query

Selecting the correct category helps route the request to the appropriate support team.

Step 5: Enter the Ticket Details

  1. Enter a Subject for your request.

  2. In the Description field, provide complete details about the issue.

Include relevant information such as:

  • What the issue is

  • When it occurred

  • Steps already attempted

  • Any additional details that may help the support team

A detailed description helps resolve the issue more quickly.

Step 6: Attach Supporting Documents (If Required)

  1. Click the Attachment option.

  2. Upload supporting files such as:

    • Screenshots

    • Documents

    • Images

Attachments help the support team better understand the issue.

Step 7: Submit the Ticket

  1. Review all the entered information.

  2. Click Submit.

The system creates the support ticket and assigns it a unique Ticket ID.

Step 8: Track Ticket Status

  1. Return to the Help & Support dashboard.

  2. Locate the submitted ticket in the ticket list.

  3. Review its current status.

Possible statuses include:

  • Open

  • In Progress

  • Pending

  • Closed

This allows you to monitor the progress of your request in real time.

Step 9: View Ticket Details

  1. Click on any ticket from the list.

  2. Review information such as:

    • Ticket ID

    • Subject

    • Category

    • Description

    • Status

    • Created Date

    • Latest Updates

This provides complete visibility into your support request.

Step 10: Respond to Support Team Updates

  1. If the support team requests additional information, open the ticket.

  2. Add comments or upload additional documents if required.

  3. Submit your response.

This helps speed up issue resolution.

Step 11: Monitor Closed Tickets

  1. Once the issue is resolved, the ticket status changes to Closed.

  2. Review the resolution details for future reference.

Closed tickets remain available in the dashboard for record keeping and future tracking.

Key Benefits of the Help & Support Module

  • Quick issue reporting

  • Centralized ticket management

  • Real-time ticket status tracking

  • Easy communication with the support team

  • Attachment support for faster resolution

  • Complete history of support requests

  • Improved employee support experience

End of Tutorial

You have successfully learned how to use the Help & Support feature in the TankhaPay Employee App. This module enables employees to raise support requests, communicate with the support team, and track ticket progress from a single, centralized dashboard.

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