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How to Create a Ticket in Horilla HRMS Help Desk

April 3, 2026

If you have used Horilla HRMS for some time, you are probably aware of the fact that it does cover a lot of ground, from tracking attendance to leave management. One of the features that you might not even think about until you need it is the help desk module. And once you discover it, you will wonder how you ever managed without it.

The Help Desk in Horilla HRMS is essentially a ticketing system built right into your HR platform. Whether it is an IT issue, an HR query, or a facilities request, you can log it, track it, and get it resolved all in one place. No more separate support tools or endless email threads.

In this guide, we will walk you through exactly how to create a ticket in Horilla HRMS, step by step. It is simpler than you might think.

Step 1: Navigate to the Help Desk Module

Log in to your Horilla HRMS account and look at the left-hand navigation panel. You will see a series of icons representing different modules. Scroll down and look for the Help Desk icon, which resembles a headset or support symbol. Click on it.

Once inside, look at the left sidebar. You will see two options: FAQs and Tickets. Click on Tickets.

This takes you to the ticket listing page, where all existing tickets are displayed in a clean table with columns like Title, Owner, Type, Forward To, Assigned To, Status, and Actions. You can also filter tickets by status New, In Progress, On Hold, Resolved, or Cancelled using the color-coded indicators at the top right of the table.

Step 2: Click the Create Button

Now that you are on the Tickets page, look toward the top-right corner of the screen. You will see a blue Create button with a plus icon. Click it.

A dialog box titled Create Ticket will appear. This is your ticket form, clean, straightforward, and easy to fill out, even if you are not a technical person.

Step 3: Fill in the Ticket Form

Here is a breakdown of every field in the form:

Title: Give your ticket a clear, specific title. Instead of writing “Problem”, write something like “Printer Not Working on 3rd Floor”. A good title helps the support team understand and prioritize your request immediately.

Owner: This is pre-filled with your name. Leave it as is unless you are raising the ticket on behalf of someone else.

Description: Describe the issue in detail. The field has a rich text editor, so you can bold key points, add lists, or attach screenshots inline. Be specific — mention when it started, what you were doing, and any steps you already tried.

Ticket Type: Select the category that fits your issue, such as IT Support, HR Query, or Facilities. This routes your ticket to the right team.

Priority: Choose Low, Medium, High, or Critical based on urgency. Be honest here — marking everything as critical can slow down genuinely urgent requests.

Assigning Type: This determines how the ticket gets assigned, whether to a specific person or a team.

Forward To: Select the department this ticket should go to, for example, the S/W Dept for a software issue.

Deadline: Pre-filled with today’s date. Adjust it if the issue needs to be resolved by a specific date.

Status: Automatically set to New. No need to change this when creating a fresh ticket.

Tags: Optional, but helpful for organizing tickets later. Add keywords like “payroll” or “printer” to make searching easier.

Attachments: Attach any screenshots, error logs, or reference files that support your ticket. Visual evidence saves a lot of back-and-forth.

Step 4: Hit Save

Once all required fields are filled, scroll to the bottom and click the Save button. Your ticket is now created and submitted.

You will be taken back to the Tickets listing page, where your new ticket appears with a status of New. From here, you can monitor progress and see when it moves to In Progress, On Hold, or Resolved.

Well, creating a ticket in Horilla HRMS is as easy as can be once you know where to look. The Help Desk module in Horilla HRMS is actually very user-friendly. The Create Ticket section has everything you need to enter your ticket thoroughly.

Whether you are an HR manager trying to keep tabs on your employees‘ questions, or you are an IT manager trying to keep tabs on your technical issues, or you are just an employee wanting to get help with a problem at work, this ticket system has everything you need. No more wondering if your email has been seen or if you need to run around the office to get the latest scoop on your issue. Everything you need is right in front of you in your Horilla HRMS ticket system.

Next time you have an issue arise at work, instead of sending out the whole email chain of who has seen your email and who has the latest scoop on your issue, just go into the Help Desk module and create your ticket. Trust me, it really is as easy as that.

Horilla HR Editorial Team Author

Horilla HR Editorial Team is a group of experienced HR professionals, HRIS consultants, and technical writers who are passionate about HR software. We have deep, hands-on understanding of the HR landscape — from hiring and onboarding to payroll compliance and workforce analytics — and are committed to providing our readers with the most up-to-date and accurate content. We have written extensively on a variety of HR software topics, including applicant tracking systems, performance management software, employee engagement tools, and payroll software. Our content is reviewed against real product capabilities and current compliance standards. We are always looking for new ways to share our knowledge with the HR community. If you have a question about HR software, please don't hesitate to contact us.