Interact HRMS Helpdesk Management Module Overview
The Helpdesk Management module in Interact HRMS is a comprehensive, ticket-based support system that enables HR and Payroll departments to efficiently manage and resolve employee inquiries. Designed as a central support platform, this module allows employees to submit questions and concerns related to HR or Payroll functions directly through Employee Self-Service (ESS). Each inquiry generates a support ticket, which is tracked and managed through an organized workflow, ensuring timely and effective responses to employee issues.
Self-Service Portal for Easy Ticket Submission
The Helpdesk Management module leverages the Employee Self-Service Portal to streamline the ticket submission process. Employees can quickly submit their questions or issues by creating a helpdesk request, which automatically generates a support ticket. This self-service approach reduces the administrative workload on HR and Payroll teams by enabling employees to submit and track their inquiries independently.
For example, if an employee has a question about a recent paycheck or a leave policy, they can submit a ticket through ESS without needing to directly contact HR. This system empowers employees with greater control over their inquiries and provides a user-friendly way to get their issues addressed.
Automated Ticket Creation and Tracking
Each helpdesk request automatically generates a Support Ticket that is logged in the system for tracking and resolution. This ticketing process ensures that every inquiry is documented, assigned, and monitored until it is resolved. Tickets are tracked from creation to closure, with updates provided to the employee throughout the resolution process. This organized approach ensures that no inquiries are overlooked and that each request receives the attention it deserves.
For instance, when an employee submits a question about their benefits enrollment, a ticket is created with a unique ID. HR staff can then monitor the progress of this ticket, provide updates to the employee, and ultimately mark the ticket as resolved once the issue has been addressed.
Prioritization for Efficient Issue Resolution
The module supports Ticket Prioritization, allowing HR and Payroll departments to assign priority levels to each support ticket based on the urgency or importance of the issue. By prioritizing tickets, HR and Payroll staff can address critical concerns more quickly, ensuring that high-priority issues are resolved promptly. This prioritization system helps departments manage their workload effectively and ensures that employees receive timely assistance.
For example, a payroll discrepancy might be assigned a high priority, while a general inquiry about company policies may be given a lower priority. This structure helps HR teams focus on the most urgent issues first, ensuring that employees’ critical needs are met efficiently.
Assignment and Resolution Workflow
The Helpdesk Management module includes a structured Assignment and Resolution Workflow. Once a ticket is created, it can be assigned to a specific HR or Payroll employee who is responsible for handling the issue. The assigned employee receives a notification, allowing them to take ownership of the ticket and begin the resolution process. Once resolved, the ticket is closed, and the employee who submitted the request is notified of the outcome.
This workflow ensures accountability, as each ticket is assigned to a specific individual or team. For instance, if an employee raises a question about tax withholdings, the ticket can be assigned to a Payroll specialist who can address the inquiry and provide an accurate resolution. Once completed, the ticket is closed, and the resolution is documented in the system.
Service Level Tracking and KPI Updates
The module tracks Service Levels and Key Performance Indicators (KPIs) related to ticket resolution times, providing valuable metrics for HR and Payroll departments. This tracking allows departments to monitor their responsiveness, ensuring that they meet predefined service level agreements (SLAs). KPIs can be reviewed to assess the efficiency and effectiveness of the helpdesk team, enabling HR to identify areas for improvement in service delivery.
For example, if the company has an SLA requiring that payroll inquiries be resolved within 48 hours, the system will track each ticket to ensure it meets this standard. This KPI tracking provides a clear view of the department’s performance and helps HR maintain high standards of service.
Automated Notifications for Employee Communication
The Helpdesk Management module includes Automated Email Notifications that keep employees informed of the status of their tickets. Employees receive notifications when their ticket is created, assigned, resolved, and closed. This automated communication ensures that employees are always aware of the progress of their inquiries, reducing the need for follow-up and enhancing transparency.
For instance, when a ticket is marked as resolved, the employee receives an email notification informing them of the outcome. This proactive communication helps maintain a positive employee experience by ensuring they are kept in the loop.
Detailed Ticket History and Audit Trail
Each ticket in the Helpdesk Management module maintains a Detailed History and Audit Trail, capturing all interactions and updates related to the inquiry. This record includes information such as ticket creation, assignment, status changes, and resolution notes. The audit trail supports compliance and accountability, as it provides a transparent record of all actions taken on a ticket.
For example, if an employee questions the resolution of a previous inquiry, HR can refer to the audit trail to review the steps taken. This detailed history ensures that all actions are documented, providing a complete and accurate record of the ticket’s lifecycle.
General Features of the Helpdesk Management Module
- Self-Service Portal Access: Employees can submit and track tickets through Employee Self-Service, promoting independence and convenience.
- Automated Ticket Creation: Every helpdesk request generates a unique support ticket for organized tracking.
- Prioritization and Assignment: Tickets can be prioritized and assigned to the relevant staff for timely resolution.
- Resolution Workflow: A structured workflow ensures each ticket is resolved and closed efficiently.
- Service Level and KPI Tracking: Monitor service levels and KPIs to maintain high standards of support.
- Automated Email Notifications: Keep employees informed of ticket status through automated notifications.
- Detailed History and Audit Trail: Comprehensive record-keeping for compliance and transparency.
Summary: Interact HRMS Helpdesk Management Module
The Helpdesk Management module in Interact HRMS provides a structured and efficient system for managing employee inquiries related to HR and Payroll functions. Key benefits include:
- Self-Service Portal Access: Enable employees to independently submit and track their inquiries.
- Automated Ticket Creation and Tracking: Organize and manage each request from submission to resolution.
- Prioritization for Efficient Response: Address high-priority tickets promptly while managing lower-priority issues effectively.
- Assignment and Resolution Workflow: Ensure accountability and structured resolution processes.
- Service Level and KPI Monitoring: Track performance and adherence to service standards.
- Automated Notifications: Keep employees informed of their ticket’s progress and resolution.
- Comprehensive Audit Trail: Maintain a detailed record of all ticket actions for compliance.
By integrating these features, the Helpdesk Management module in Interact HRMS enhances communication, accountability, and efficiency in handling employee inquiries. The module provides HR and Payroll departments with a centralized, user-friendly platform for addressing employee concerns, reducing administrative workload, and improving service delivery.