Helpdesk FAQs

Frequently Asked Questions

General

What is Sidekick Helpdesk?

Helpdesk is a feature inside Sidekick that lets you send a support request directly to your HR team — without leaving the app or hunting for an email address.

How do I file a ticket?

When Sidekick can't find an answer, a "File a ticket to your HR" button will appear in the chat. Tap it, fill in a subject and your message, and hit submit. That's it.

Can I file a ticket even if Sidekick gave me an answer — just not the one I needed?

Yes. You can also type something like "file a ticket" or "I want to escalate this" and Sidekick will bring up the option for you.

Will our HR know what I already asked Sidekick?

Yes. When you submit a ticket, the last 10 exchanges from your Sidekick chat are automatically attached for context. This helps HR understand what you already tried so you don't have to repeat yourself.

Who in HR receives my ticket?

All HR admins with access to your salary or payroll information are notified when a new ticket is filed. It's not sent to just one person — anyone on the HR team can pick it up and respond.

How will I know my ticket was successfully submitted?

Right after you submit, a confirmation message with your ticket number (e.g., #TKT-ABC123) will appear in the chat within a few seconds. You'll also get a confirmation email.

Where can I check on my ticket?

Tap the Tickets button in the Sidekick chat box (it shows how many tickets you've submitted). From there, you can see all your tickets and their current status.

What statuses can my ticket have?

Your ticket will show as Open (just received), In Progress (HR is working on it), or Closed (resolved).

Will I get notified when my ticket is resolved?

For now, you can check the status yourself in the Tickets panel. Your HR team may also reach out to you directly. Automatic notifications when a ticket is closed are coming in a future update.

Can I see my old tickets?

Yes. The Tickets panel shows all the tickets you've ever filed, along with their details and status.

Can other employees see my tickets?

No. Your tickets are private — only you and your HR admins can see them.

Is my information safe?

Yes. All ticket content, attachments, and your conversation history are encrypted and handled with the same care as the rest of your HR data.

Can I ask Sidekick for my ticket status directly in the chat?

Not yet. For now, you'll need to tap the Tickets button in the chat box to check your status manually. Asking Sidekick about ticket status in conversation is coming in a future update.

Will I be notified when an HR admin picks up my ticket?

No, not in this version. You won't receive a notification when someone is assigned to or starts working on your ticket.

Is there a way to see how long my ticket has been open or when to expect a response?

No. Helpdesk does not enforce response deadlines or SLAs in this version. How quickly HR responds depends on your company's internal practices.

What if I accidentally file the same ticket twice?

The system won't automatically detect or flag duplicate tickets in this version. Try to check your Tickets panel before submitting to avoid duplicates.

Will my ticket automatically close or expire if it's been ignored too long?

No. Tickets don't auto-expire. If your ticket has been open for a while with no update, follow up with your HR admin directly.

Can I edit my ticket after submitting it?

No. Once a ticket is submitted, you cannot edit the subject, message, or attachments. If you need to add information, mention it to your HR admin when they follow up.

Can I cancel or delete a ticket after filing it?

No. Tickets cannot be withdrawn once submitted. Contact your HR admin if you filed one by mistake.

What if my ticket is marked closed but my concern isn't actually resolved?

You can file a new ticket describing the unresolved issue. Make sure to reference your previous ticket number in the message so HR has the full context. There is no reopen function in this version.

Admins

Where do I manage employee tickets?

All tickets land in the Helpdesk menu in Sidekick Central, your central hub for managing employee support requests. No need to check email threads or chat groups.

Will I be notified when a new ticket comes in?

Yes. You'll receive an email notification with the ticket ID, the employee's name, their message, and a direct link to the ticket in Sidekick Central.

Can I assign a ticket to a specific HR team member?

Yes. You can assign any ticket to another admin in your team, as long as they have the Admin dashboard type with Salary or Current Payroll Information viewing set up in Sprout HR access levels. These are the only users who can view the tickets.

What if the issue is a Sprout platform problem that HR can't resolve?

You can escalate the ticket directly to Sprout Experts from inside Helpdesk. The full ticket context and conversation history are automatically forwarded — no copy-pasting needed.

Can I see a summary of how many tickets are open or resolved?

Yes. Within the Helpdesk dashboard, there are counts for Open, In Progress, Closed, and Total tickets.

Can HR admins reply to employees directly inside Sidekick?

Not in this version. Admins manage ticket status (Open, In Progress, Closed) inside Helpdesk, but direct messaging back to the employee through Sidekick is not yet available. Communication happens outside the platform for now.

Can HR admins set a deadline or SLA on a ticket?

No. There is no built-in deadline or escalation timer for admins in this version.

Are there advanced analytics on ticket resolution times or trends?

Not yet. Basic counts (Open, In Progress, Closed, Total) are available, but detailed analytics like average resolution time, deflection rate, or agent-level breakdown are planned for a future release.

Can HR admins connect Helpdesk tickets to external tools like Zendesk or Jira?

Not in this version. All ticket management happens within Sidekick Central only. Integration with external ticketing tools is on the future roadmap.

Can team leads or managers see their team's tickets?

No. In this version, only HR admins have access to the ticket queue. Manager-level visibility is being considered for a future version.

What's the difference between filing a ticket to HR and filing a ticket to Sprout Experts?

File to HR sends your concern to your company's internal HR team — use this for payroll, attendance, or policy questions. File to Sprout Experts is for platform or system issues (e.g., something isn't loading or behaving correctly in Sprout HR) and goes directly to the Sprout support team. As an employee, you'll typically only see the "File a ticket to your HR" option — escalation to Sprout is handled by your HR admin if needed.