An HR desk only its team can see
Who is involved
| Role | What they do |
|---|---|
| Helpdesk manager | Creates the desk and chooses who is on it. |
| Helpdesk agent | Works the confidential tickets as a rostered member. |
| Colleague outside the HR team | Holds helpdesk permissions but is not on the desk. |
Step by step
- Helpdesk manager
Creates a desk of type HR and adds two HR staff to its roster.
What they see:The desk starts confidential, with payroll, leave, grievance and letter categories.
- Helpdesk agent
An HR member files a leave query on behalf of an employee.
What they see:The ticket appears in the HR members' queue.
- Colleague outside the HR team
Opens the ticket queue, searches by the ticket number and tries the ticket's page.
What they see:The ticket is not listed and the page reports not found.
- Helpdesk manager
Opens the hub as a manager who is not on the HR roster.
What they see:HR tickets are left out of the counts.
- Helpdesk agent
The HR member replies and resolves the ticket.
What they see:Only HR members and the requester can read the conversation.
Who is told what
Alerts follow the same rule: only the people involved in the ticket are told.