Helpdesk Agent Experience

Agent journey

A user recognized as a helpdesk agent is treated as an administrative portal audience. The Helpdesk navigation item is further filtered by the session feature list. The screen supports queue triage and core lifecycle actions, but it does not filter the queue to the signed-in agent.

The UI contains no My Queue view, ownership shortcut, work-in-progress action, public reply mode, comment history, escalation action, SLA-breach action, attachment upload, saved view or workload chart inside the queue. Agent-load data is shown on the separate Operations dashboard and as raw report JSON on the admin page.

Because backend endpoints lack a declared Helpdesk authorization policy, the agent role and feature checks are presentation controls rather than verified service enforcement.

Source References

• UI/salary-ui/apps/client-hrms-portal/src/components/AppLayout.tsx
• UI/salary-ui/apps/client-hrms-portal/src/pages/admin/OperationsAdminPages.tsx
• UI/salary-ui/apps/client-hrms-portal/src/utils/ProtectedRoute.tsx
• microservices/src/helpdesk-service/Program.cs

Related Articles

• UI and operations landing page
• Known limitations
• Source map

See Also

• Events documentation
• API documentation
• Technical documentation

Keywords

Helpdesk, employee service desk, ticket UI, operations, diagnostics.

Revision Information

Draft source-backed documentation reviewed on 2026-07-20; next quarterly review is 2026-10-20.