How to Use the FAQ Section in Horilla HRMS Help Desk
If you’ve ever had an employee ask “how do I apply for leave?” for the fifth time this week, you already know why a good FAQ system matters. Horilla’s Help Desk has a dedicated FAQ section built exactly for this, and it’s simpler than it looks.
Most HR tools treat a knowledge base as an afterthought. Horilla HRMS makes FAQs a proper part of the Help Desk module. The idea is straightforward: instead of answering the same questions repeatedly, you document the answers once and make them easy for employees to find on their own.
Let’s walk through how it works.
FAQ Categories: The Starting Point
When you open the FAQ section, you land on a card grid called FAQ Categories. Out of the box, Horilla HRMS comes with categories that match its own modules: Leave, Attendance, Employee, Base, Recruitment, Payroll, and Asset.
Each card shows the category name, a short description, and a “View FAQs” button. The grouping is intuitive: payroll questions go under Payroll, attendance questions go under Attendance. No scrolling through one long unsorted list.
At the top right, there’s a Search bar to find FAQs across all categories at once, and a Create button to add new categories whenever you need them.
Editing and Deleting Categories
Every category card has a three-dot menu in the top-right corner. Click it and you get two options: Edit and Delete. That’s all. If a category no longer fits your organization’s structure, you can rename or remove it in a couple of clicks. Any changes to a category name reflect across all FAQs tagged under it.
Inside a Category: The FAQ List
Clicking “View FAQs” on any category card takes you into the FAQ list for that category. This is where the actual questions and answers live. The layout is a simple accordion-style list — each row shows a question, and clicking it expands the answer below.
Each FAQ can carry a category badge (like a “Leave” tag on leave-related questions). Answers often follow a navigation path format, for example: Leave > Assigned Leave > Assign. This tells the employee exactly where to click inside Horilla to do what they need, without having to contact HR.
There’s a Filter button to narrow down the list and a Create button to add new FAQs directly from this view.
The “Load FAQs” Action
Back on the main FAQ Categories page, the Actions dropdown at the top contains one option: Load FAQs. This pre-populates your FAQ library with a default set of questions built into Horilla covering common topics across leave, attendance, payroll, and more.
If you’re setting up Horilla fresh and don’t want to start from scratch, this is the fastest way to get a working FAQ library in place. You can then edit and customize those defaults to match your company’s actual policies.
Why This Actually Helps
The real value here isn’t the interface it’s the time saved. HR teams spend a surprising portion of their week answering questions that could easily be documented. Employees spend time waiting for replies when the answer could be found in seconds.
Because the FAQ section lives inside the same tool employees already use for leave, attendance, and payroll, they don’t need to open a separate wiki or search through old emails. The answer is right there, organized by the module they’re asking about.
A Few Tips Before You Start
Use Load FAQs to get a baseline, then edit those defaults to reflect your actual policies. Generic answers are a starting point — answers that reference your specific leave types or company rules are far more useful.
Keep answers short and actionable. Navigation paths and one-line explanations work best. If an answer needs multiple paragraphs, it’s probably better handled as a support ticket.
Revisit your FAQs whenever policies change. A stale FAQ that gives outdated information is worse than no FAQ at all. A quick review every quarter keeps the knowledge base accurate and trustworthy.
Horilla’s Help Desk FAQ section is one of those features that quietly saves hours every week. Categories keep things organized, the list view is easy to navigate, Load FAQs gets you started fast, and editing is simple. Set it up properly once, and it works for your team long after.
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