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Tickets, threads, answers your team can find themselves.

Tickets with categories, comments, attachments and a status workflow, plus a searchable FAQ knowledge base. Role-gated access and an audit trail shared with the rest of the HRMS.

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A ticket is a thread, not a black box.

Employees raise tickets categorised by HR, IT, Admin or any custom category you define. Each ticket carries a comment thread, attachments, and a status workflow that everyone can see. Nothing happens off-channel.

  • Status workflow. Open, Acknowledged, In Progress, Resolved, Closed. Every transition logged with the actor.
  • Threaded comments. Employee, HR, manager all on the same thread. No "who said what" debates.
  • Attachments. Payslip extracts, screenshots, supporting docs, all on the ticket.
  • Custom categories per organisation. HR, IT, Admin out of the box. Add your own.
Ticket · #PAY-2104
PF deduction looks high in April
In progress
Raised by
Vivek Iyer · Engineering
Category
Payroll · Compensation
Assigned to
Priya Nair · HR
Comments
3 (employee + HR + finance)
Attachments
April payslip, prior payslip
Open since
2 days · audit-logged
FAQ knowledge base
"how do I claim LTA"
3 articles
LTA reimbursement, eligibility & cap
Payroll · 2.4k views
Documents to upload for LTA
Payroll · 1.8k views
When LTA appears on the payslip
Payroll · 940 views
Tickets deflected (last 30 days)
37%
Median time-to-answer
Self-served · < 1 min

FAQ knowledge base, before a ticket gets opened.

Most "questions" are repeats. We surface the FAQ next to the ticket form, with search, categories and view counts. The first thing the employee sees when they're about to ask "how do I claim LTA" is the answer. The ticket queue stays short because the easy ones never become tickets.

  • Search across the knowledge base. Free-text search, category filters, role-tagged answers.
  • Inline on the ticket form. As the employee types, suggested answers surface. The good kind of friction.
  • Authored by you. HR writes the answers in your voice. Not generic templates.
  • Deflection visible in analytics. See which articles are saving the most tickets.

Role-gated visibility, audit trail end-to-end.

Helpdesk inherits the rest of the HRMS access model. HR sees every ticket. Managers see their team's tickets. Employees see their own. Comments are gated the same way. The audit trail attached to every ticket lives in the same log every other module writes to.

  • Role-based access control. The same RBAC tree your other modules use. No new policy to manage.
  • Audit log shared with HRMS. Every ticket transition lives in the same audit feed as payroll approvals and leave requests.
  • Pulls employee context. Ticket auto-references the employee's role, location, manager, and last payslip.
  • Reassignment with reason. Tickets reroute between HR and IT with a comment, never silently.
Helpdesk · this month
142 tickets
98 closed · 44 open
Payroll questions
58 (40%)
Leave queries
28 (20%)
IT requests
22 (15%)
Document requests
18 (13%)
Median time to first response
3 hours · org rhythm
FAQ deflection (this month)
+37% vs last quarter

Questions about the HR helpdesk.

Not yet. Tickets are created in-app today. Email-to-ticket (forward an email and have it open as a ticket) is on the roadmap. Until then, in-app + the FAQ deflection handles most of the volume.
Not in current release. Time-to-first-response and time-to-close are visible in analytics, but they're not enforced as SLAs that escalate automatically. SLA tracking with priority tiers and auto-escalation is on the roadmap.
Yes. The "My tickets" view lists open and closed tickets the employee has raised, with the comment thread preserved.
Yes. The defaults (Payroll, Leave, IT, Documents, Onboarding, General) ship out of the box. Add subcategories or replace any of them per organisation.
Yes. Each ticket auto-references the employee's role, manager, location, and last payslip. HR doesn't have to ask "what's your employee ID" before starting to help.

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