OneDesk for HR Support Work Management
How does OneDesk help my Support team?
Provide Great Internal Support for Employee Inquiries
Answer Employee Questions Faster with HR Ticketing
Dedicated HR support desks manage high volumes of employee questions. Use OneDesk's help desk features to efficiently manage tickets from email, portal, or chat. Create custom views based on inquiry type (benefits, payroll, policy). Track resolution times against employee service SLAs. Report on support trends.
Employee Knowledgebase Provides Instant HR Answers
Organize the work of an HR help desk responding to employee inquiries. Treat each inquiry potentially as a task, using subtasks for investigation or escalation if needed. Set dependencies if input is required from specialists (e.g., benefits). Schedule follow-up checks for complex cases.
Monitor Time Resolving Employee Inquiries
HR support or help desk teams track time spent resolving employee inquiries. Use OneDesk's timer on tickets to measure average handling time for different types of HR questions (benefits, payroll, policy). Analyze support efficiency and identify areas for better self-service resources.
Assign and Manage Employee Inquiry Resolution Tasks
Enhance the HR help desk with automations. Automatically triage employee inquiries submitted via portal or email based on keywords. Send automated replies with links to relevant policy documents in the knowledgebase. Assign complex cases based on HR specialist expertise.
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