HR help desk software

What is HR help desk software?

HR help desk software is a tech platform that helps HR teams manage employee queries, concerns, and requests in a single, centralized system, ensuring all interactions with employees are tracked, addressed, and organized in one place.

Why do HR teams need HR help desk software?

Here's how HR help desk software can be beneficial to HR teams:

Makes it easy for HR teams to manage large volumes of requests by creating categories and sub-categories
Improves response rates by assigning admins for every category
Supports FAQs so that HR teams don't get repeat questions
Receives feedback from employees for process improvements
Ensures data security and confidentiality for sensitive employee queries
Provides analytics and reports to identify recurring issues and optimize HR processes

How does HR help desk software work?

Through HR help desk software, employees can submit their queries under various categories available in the system. The admin added to that particular category can assign it to an individual, or a user group can pick the case and work as an agent. If a group or a whole department is assigned, the head of that particular group or department can assign it to individuals. While working on the request, agents can connect with employees through the comment section.

What types of queries can employees raise in help desk software?

With HR help desk software, employees can raise queries about their onboarding, attendance, leave, training programs, performance management process, medical insurance, company cabs, work-from-home options, travel, compensation, benefits, soft loans, and more.

What are the five must-have features in HR help desk software?

All HR help desk software should have:

Automated workflows to help employees create and assign queries to dedicated agents, ensuring they're resolved on time
A knowledge base to cut down repetitive questions from employees with FAQs and other policy documents
SLA (service-level agreement) tracking to define maximum closure time, send reminders and notifications, and escalate unattended queries to the responsible agents
Analytics to give insights on the number of repeated questions, the number of escalations, and feedback from employees
Feedback management to improve the query resolution process by encouraging employees to share their experiences

How is HR help desk software different from IT desk software?

While HR help desk software handles HR-related queries from employees based on payroll, leave, attendance, and more, IT desk software is used to handle technical queries from employees related to hardware, software, and gadgets.

Can HR help desk software be customized for different organizations?

Yes, HR help desk software can be customized to be consistent with the needs of every organization. For instance, different categories can be created based on the type of queries your employees raise. Similarly, when it comes to SLAs, the closure time and escalation path can be customized, too.