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How to submit a Helpdesk query

Learn how to ask a question using Helpdesk, review the response and escalate your query to a helpdesk team member if you need further assistance.

Before you start

  • This article is aimed at self service users and not HR admins. 
  • Only Cezanne HR clients who have purchased the people plus package will have access to helpdesk. 

Step 1: Open Helpdesk

  1.  Log in to Cezanne
  2.  Select Helpdesk from the left-hand navigation menu 
  3.  Select ‘ask helpdesk a question’Configure a performance review process (1)

Step 2: Ask your question and review the response 

  1. Enter your question into the chat window 
  2. Select Send 
  3. Helpdesk will then search your company documents and try to generate a
    response for you 
  4. If the response answers your query select ‘yes, this answered my question’
    to close this conversation 

Configure a performance review process (2)

Step 3: Escalate your query and Wait for a Response 

If the response does not answer your question: 

  1.  Select ‘Contact Helpdesk Team’ 
  2. Choose the category that best matches your query. This will then be
    assigned to the relevant team 

Configure a performance review process (3)

You will receive an email once a helpdesk member has responded to you, or your case has been assigned to an individual. At this point, you will also get an expected response time.

You can then continue the conversation via helpdesk until you have an answer
to your query.

💡Tip

You can view all your open and closed Helpdesk queries on the left-hand
side under ‘Conversations’.