HR requests handled on a confidential desk

What moves

The HR desk type starts confidential with payroll, leave, grievance and letter categories, and a ticket can store a reference to an employee record. The reference is a pasted code and does not open the employee.

Before you start

• Both modules in your plan
• A desk of type HR with a roster of HR staff

Step by step

1. Helpdesk managerHelpdesk & Ticketing

   Creates a desk of type HR and adds the HR team to its roster.

   You see:Categories payroll, leave, grievance and letter are ready and the desk is confidential.

2. Helpdesk agentHelpdesk & Ticketing

   Files a request on behalf of an employee, choosing the colleague as requester.

   You see:The ticket appears only in the queues of the HR roster.

3. Helpdesk agentHelpdesk & Ticketing

   Links the ticket to the employee's HR record by pasting its reference code.

   You see:The Linked records card shows an HR employee link.

4. Helpdesk agentHR Management

   Opens the employee record in HR to answer a leave or payroll question.

   You see:The agent replies on the ticket with the answer.

Related

• Helpdesk & Ticketing
• HR Management
• Marketplace submissions reach the vendor desk
• Suggest an app reaches the vendor desk
• Ticket data in your Insights dashboards
• A knowledge article is written, reviewed and published
• A manager hands a batch of tickets to an agent
• Connections between modules