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Module
An internal help desk where employees raise tickets, and the back-and-forth stays on the ticket as a threaded support conversation.
What this solves
Every HR team has the same unmeasured workload: questions that arrive as direct messages. "What is my leave balance?" "Can I get a verification letter?" "Why is this payslip line different?" Each one is small. Together they are most of a job, and none of it is visible, assignable or searchable.
The messages also mean the answer is only in one person’s inbox. When they are on leave, the question waits. When they leave, the answer goes with them.
A help desk inside the HR system fixes the visibility problem and the single-point problem at once. The ticket is a record, the thread is on the record, and the employee can see where their question stands.
What is included
Employees open a ticket from their own portal, so the request has a destination that is not a specific person.
The exchange stays threaded on the ticket, so the full context of an answer is in one place rather than scattered across messages.
The employee can see their own tickets and where each one stands, which removes most of the follow-up chasing.
Who can see and answer tickets follows the permissions on their team role, configured with presets in workspace settings.
Tickets are tenant-scoped in the database. An organization’s support conversations are unreachable from any other workspace.
Activity on a ticket reaches people through in-app notifications, web push and transactional email.
Most of the questions an internal help desk receives are about data the HR system already holds. A ticket raised from the same portal that shows the employee their leave balance, their payslips and their documents is a ticket that can be answered without switching tools or asking the employee to re-explain who they are.
It also means the support history sits next to the employee record, which is useful the third time the same question comes up.
Help desk shares its records with the rest of the workspace, so these modules read the same data rather than a copy of it.
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