HR Helpdesk & Ticketing – Streamlined Employee Support with DOOffice
The HR Helpdesk & Ticketing module in DOOffice transforms employee support into a seamless, transparent, and efficient process. Employees can easily raise HR-related queries—whether payroll, leave, or benefits—directly from the system or mobile app. With smart categorization, priority levels, and SLA tracking, HR teams can ensure faster resolutions and improved accountability. Every ticket maintains a complete communication history, making it easy for employees and HR to track responses over time. Integrated knowledge bases reduce repetitive queries by empowering employees with self-service answers. Automated notifications keep employees updated on ticket progress, while helpdesk analytics provide deep insights into common issues and HR team performance. With secure, role-based access and mobile app support, DOOffice ensures that employee concerns are resolved quickly, effectively, and with full transparency.
- Employee Query Tickets Empower employees to raise HR-related queries or concerns directly through the system or mobile app.
- Categorization & Priority Levels Automatically categorize tickets (e.g., payroll, leave, benefits) and assign priority levels to ensure faster and more organized resolution.
- SLA Tracking & Escalation Monitor service-level agreements (SLAs) with automated alerts and escalations to ensure timely responses and accountability.
- HR Response History Maintain a complete communication trail for each ticket, allowing employees and HR to track conversations and solutions over time.
- Knowledge Base Integration Provide instant access to HR policies, FAQs, and guides so employees can find answers without submitting a ticket.
- Automated NotificationsNotify employees of ticket status changes, responses, and resolution updates in real-time via email or mobile app.
- Multi-Agent Support Assign tickets to specific HR personnel or departments based on category, availability, or expertise.
- Helpdesk Analytics & ReportsTrack ticket volume, response times, common issues, and team performance with built-in reporting tools and dashboards.
- Mobile App Access Submit, track, and respond to tickets directly through the mobile app—making support accessible anytime, anywhere.
- Secure & Role-Based Access Ensure only authorized users can view, respond to, or escalate sensitive queries with secure, role-based permissions.
Selling Features of HR Helpdesk & Ticketing
Faster Query Resolution
- Automatically categorize tickets by type (payroll, leave, benefits, etc.).
- Prioritize urgent cases with SLA tracking and escalation rules.
- Assign tickets to the right HR personnel for quicker handling.
Transparency & Employee Empowerment
- Maintain a full history of ticket responses and resolutions.
- Keep staff updated with real-time notifications on ticket progress.
- Provide employees instant access to FAQs and HR policies via a knowledge base.
Data-Driven HR Efficiency
- Monitor ticket volumes, response times, and resolution rates.
- Identify recurring issues to proactively address employee concerns.
- Improve HR team accountability with performance dashboards and reports.