Amidst such chaos, HR help desk software<\/a> can ease your pressure and breath new life into your workplace. You can automate mundane tasks, reduce routine queries with self-service, and monitor the end-user experience.\u00a0<\/p>\r\n\r\n\r\n\r\n To help your team flourish, we\u2019ve created this HR help desk guide. We will explore the must-have features, best practices, and benefits of the human resources help desk. Ultimately, we will help you choose the best HR ticketing solution to improve support and retention.\u00a0<\/p>\r\n\r\n\r\n\r\n Let\u2019s go!\u00a0<\/p>\r\n\r\n\r\n\r\n HR Help desk software is an automation tool used by human resource professionals to manage employee requests, grievances, complaints, and inquiries in one place. Not just existing employees, HR reps can also take complete control of requests made by potential candidates and conduct a smooth interview process.\u00a0<\/strong><\/p>\r\n\r\n\r\n\r\n HR ticket systems also allow you to create an internal knowledge base where employees can find articles related to training, company policies, and other documentation. Moreover, HR leaders can access reports to gauge team performance and improve support.\u00a0<\/p>\r\n\r\n\r\n\r\n Employee attrition is at an all-time high, and HR teams are struggling to retain their best talents. When your team is unable to empower employees with self-service, organize training sessions, or handle their requests in time, they are bound to feel undervalued. This turns out to be a major reason why people leave an organization.\u00a0<\/p>\r\n\r\n\r\n\r\n According to a <\/strong>study<\/strong><\/a>, 27% of employees left their organization because they felt undervalued.\u00a0<\/strong><\/p>\r\n\r\n\r\n\r\n Source<\/a><\/p>\r\n\r\n\r\n\r\n In this case, HR help desk software can help you make employees feel valued and supported throughout their tenure with your organization. For example, you can fulfill requests in the quickest turnaround time, upload online training programs, or monitor employee satisfaction and engagement consistently.\u00a0<\/p>\r\n\r\n\r\n\r\n The <\/span>benefits of help desk software<\/b><\/a> are wide-ranging, including improved request tracking and enhanced HR support efficiency.<\/span> Let\u2019s explore them right away.\u00a0<\/p>\r\n\r\n\r\n\r\n HR teams are bombarded with requests and issues from multiple departments. For example, the sales leader can request to hire new sales associates. Similarly, employees can inquire about leave approvals or ongoing training programs.\u00a0<\/p>\r\n\r\n\r\n\r\n But when you lose these requests in a pile of emails and forms, you can hamper the employee service experience. However, with help desk software<\/a> for HR, you can capture employee requests from multiple channels and track their progress in one place.\u00a0<\/p>\r\n\r\n\r\n\r\n When you get your onboarding process right, you can ensure new hires are welcomed into your company and feel at ease. It is your responsibility to make them feel valued during their first few weeks and resolve their queries so that they can soon become productive team players.\u00a0<\/p>\r\n\r\n\r\n\r\n An HR help desk ticketing system<\/a> can ensure new hires have a smooth transition into your team and company. For example, you can create an internal knowledge base<\/a> where new starters can find information about different departments, documentation, holidays, employee benefits, and more.\u00a0<\/p>\r\n\r\n\r\n\r\n Source<\/a><\/p>\r\n\r\n\r\n\r\n If your HR team receives ten issues or complaints in a day, not all of them will deserve your immediate attention. While some could be handled with time, others would demand an immediate resolution.\u00a0<\/p>\r\n\r\n\r\n\r\n To handle different HR tickets with ease, you can assign different priorities to different issues. For example, you can assign high priority to a case where an employee did not receive their salary. On the other hand, an inquiry about ongoing training programs can be marked as low priority.\u00a0<\/p>\r\n\r\n\r\n\r\n Employee engagement occurs when professionals are happy with their work roles and passionate about what they do. Highly engaged employees have a positive outlook and tend to be more productive as they believe in the company’s mission and values.\u00a0<\/p>\r\n\r\n\r\n\r\n The<\/span> best help desk ticketing system<\/a> allows you to share employee satisfaction and engagement surveys<\/a> with staff members. <\/span>Regular surveys will help you monitor the employee experience<\/a> and engagement levels.\u00a0<\/p>\r\n\r\n\r\n\r\n While every HR ticketing system comes with a different set of features, there are some features that can be termed mainstream. Here are the top help desk software features<\/a> that you ought to know:\u00a0<\/p>\r\n\r\n\r\n\r\n A shared inbox<\/a> is an important feature of the <\/span>best help desk software for small businesses<\/a>, <\/b>allowing your team to manage multiple employee-facing email accounts in one place.<\/span><\/p>\r\n\r\n\r\n\r\n For example, team members can access and respond to emails from shared inboxes such as careers@company, hr@company, talent@company<\/strong>, etc. Moreover, you can even see who else is replying to a ticket to avoid duplicate responses.\u00a0<\/p>\r\n\r\n\r\n\r\n Canned responses<\/a> are pre-designed chat or email templates used for common situations. These saved templates can help you maintain consistency, share faster replies, and enhance productivity.\u00a0<\/p>\r\n\r\n\r\n\r\n For example, you can create canned responses for common situations such as leave approvals. So whenever an employee shares an email requesting leave, you can use the saved template and respond in seconds.\u00a0<\/p>\r\n\r\n\r\n\r\n Email notifications<\/a> and alerts can ensure your team never misses an employee request. In fact, all stakeholders can be kept on the same page regarding ticket progress.\u00a0<\/p>\r\n\r\n\r\n\r\n When a certain pre-defined condition is met, automated notifications are sent to HR team members or other employees. For example, the HR team can receive an alert when a new request is received. Similarly, the employee can receive an alert when a response is shared by the HR professional.\u00a0<\/p>\r\n\r\n\r\n\r\n Insightful reports and analytics can help HR leaders gauge performance and make relevant strategies to enhance the employee experience<\/a> (EX).\u00a0<\/p>\r\n\r\n\r\n\r\n You can track metrics such as,\u00a0<\/p>\r\n\r\n\r\n\r\n Better visibility into these metrics will help you make data-backed decisions and improve HR support.\u00a0<\/p>\r\n\r\n\r\n\r\n Integrations allow you to connect your HR help desk system with other powerful tools such as CRM<\/a>, project management software<\/a>, live chat solutions, survey tools, and more.\u00a0<\/p>\r\n\r\n\r\n\r\n For example, you can integrate your ticketing system with a chat solution<\/a> to interact with employees in real-time.<\/p>\r\n This simple integration will even allow you to develop powerful chatbots, a key feature in an <\/span>AI help desk management<\/b><\/a> tool,\u00a0<\/span>\u00a0that can easily handle routine employee queries.<\/span><\/p>\r\n\r\n\r\n\r\n Let\u2019s explore some real-world <\/span>help desk examples<\/b><\/a> that demonstrate how you can use them to streamline internal operations and enhance the employee experience.<\/span><\/p>\r\n\r\n\r\n\r\n Do you want to improve your HR help desk process but don\u2019t know where to start? These top <\/span>help desk best practices<\/b><\/a> will offer all the help you need.<\/span><\/p>\r\n\r\n\r\n\r\n Employees can have thousands of questions even if they have spent several years with your company. The role of the HR team should be to prioritize information sharing.\u00a0<\/p>\r\n\r\n\r\n\r\n If you want people to share and access information, you must create an internal knowledge base. This, in turn, will give the HR team enough time to focus on improving employer-employee relations.\u00a0<\/strong><\/p>\r\n\r\n\r\n\r\n So, what can your knowledge base include? Well, first, you need to identify your most common employee queries, requests, and complaints.\u00a0<\/p>\r\n\r\n\r\n\r\n For example, you can create a help article that explains the nitty-gritty details of filing taxes. Similarly, you can create a small video that talks about the different organizational departments, their leaders, and the hierarchical structure.\u00a0<\/p>\r\n\r\n\r\n\r\n You can even upload relevant documentation (offer letter, leave policies, holiday structure, etc.) that employees can access anytime they want.\u00a0<\/p>\r\n\r\n\r\n\r\n Human resource is an operational department that has multiple tasks on its plates. One such important task includes compiling different documents for maintaining records or fulfilling requests.\u00a0<\/p>\r\n\r\n\r\n\r\n HR help desk software can be used to create, upload, and share forms with employees. You can build these forms from scratch or customize them using pre-designed templates.\u00a0<\/strong><\/p>\r\n\r\n\r\n\r\n HR forms can be uploaded to your website, HR portal, employee self-service portal, etc. You can even take printouts and hand them over to those who need them.\u00a0<\/p>\r\n\r\n\r\n\r\n Here are some examples of HR forms that you can create:\u00a0<\/strong><\/p>\r\n\r\n\r\n\r\n HR forms are essential to promote consistency in documentation and can be easily stored on the cloud for future access.\u00a0<\/p>\r\n\r\n\r\n\r\n Not all issues can be resolved by raising a ticket and offering a relevant solution. In some cases, you need to hold a one-on-one session to get to the root cause of the issue.\u00a0<\/p>\r\n\r\n\r\n\r\n To uplift employee morale and foster better relationships, face-to-face communications are more important than ever.\u00a0<\/strong><\/p>\r\n\r\n\r\n\r\n For example, let\u2019s assume an employee wants to share about a recent conflict with a senior. The employee can fill out a complaint form to supply the necessary details. However, a face-to-face session can help the HR representative ask necessary questions and receive feedback in real-time.\u00a0<\/p>\r\n\r\n\r\n\r\n Even if your staff members are working remotely, video conferencing can help you establish that much-needed connection with employees.\u00a0<\/p>\r\n\r\n\r\n\r\n Another HR best practice is encouraging the managers of different departments (sales, marketing, customer service, etc.) to lead change.\u00a0<\/p>\r\n\r\n\r\n\r\n Leaders are responsible for setting your organization’s tone, vision, and change. Whether you have adopted a new tool or created a brand new employee knowledge base, encourage leaders to set the example for others.\u00a0<\/strong><\/p>\r\n\r\n\r\n\r\n For example, the IT support manager can upload troubleshooting steps to fix laptop overheating issues. This will encourage other IT agents to follow in their footsteps and offer other valuable content for employees.<\/p>\r\n\r\n\r\n\r\n Remember, a strong culture where leaders do not hesitate to take the first step and employees follow suit can ease the pressure off your HR team.\u00a0<\/p>\r\n\r\n\r\n\r\n We all live in uncertain times, and uncertainty can often breed stress and anxiety. The mental health stigma exists both in and outside the workplace, making it even more important for the HR department to address it.\u00a0<\/p>\r\n\r\n\r\n\r\n According to a recent report by <\/strong>Gallup<\/strong><\/a>, 57% of U.S. employees reported feeling daily stress, up by eight percentage points from the last year.<\/strong><\/p>\r\n\r\n\r\n\r\n Why should your business care about mental health? Poor mental health is directly linked to reduced motivation and productivity.\u00a0<\/p>\r\n\r\n\r\n\r\n Source<\/a><\/p>\r\n\r\n\r\n\r\n Here are some steps you can take to turn mental health into an everyday topic:\u00a0<\/p>\r\n\r\n\r\n\r\n There is no doubt that to improve your HR help desk process flow, you need the right tool. But with so many options in the market, how do you settle for one?\u00a0<\/p>\r\n\r\n\r\n\r\n Don\u2019t worry. We have shared five important points that will help you make the right decision.\u00a0<\/p>\r\n\r\n\r\n\r\n The first step is to understand why you need HR help desk software and how it can help you meet your unique needs. To make it simpler, you can explore the following questions:<\/p>\r\n\r\n\r\n\r\n Answering these questions early on will help you <\/span>choose help desk software<\/b><\/a> that offers all the qualities and fits your team\u2019s ambition well.<\/span> To make it an inclusive process, you can sit with your team and ask them to jot down their respective expectations and needs. This will offer the much-needed clarity to move ahead and help you make a sound decision.\u00a0<\/p>\r\n\r\n\r\n\r\n Any software selection process boils down to features. But what features should you look for if you have no idea yourself?\u00a0<\/p>\r\n\r\n\r\n\r\n At the beginning of this blog, we have shared some important HR ticketing system features such as shared inboxes, canned responses, automated notifications, private notes, reports, integrations, etc. These are enough to get you going.\u00a0<\/p>\r\n\r\n\r\n\r\n However, you can always sit with your team and hold discussions about which features they would like the tool to offer. Jot down every feature that comes up and prioritize the ones that your team can\u2019t do without. This list will help you compare one tool against another.\u00a0<\/p>\r\n\r\n\r\n\r\n Every department, whether marketing, sales, or HR, has a dedicated budget assigned to them. You don\u2019t want to choose an expensive tool and go over budget.\u00a0<\/p>\r\n\r\n\r\n\r\n Since the budget is often allotted by leaders, it\u2019s best to get them involved and take their approval. You can discuss the price of the tool and if they are ready to make any changes to the budget.\u00a0<\/p>\r\n\r\n\r\n\r\n Also, you need to keep in mind that if you choose to host the software by yourself, you can bear additional costs of maintenance, server installation, and IT support staff. On the other hand, a <\/span>cloud-based help desk<\/b><\/a> system will be more affordable as the vendor is responsible for managing backups, maintenance, as well as data security.<\/span><\/p>\r\n\r\n\r\n\r\n Most SaaS vendors offer a free trial of their products, and you shouldn\u2019t miss out on this golden opportunity. A free software trial usually lasts 7 to 30 days, where users can enjoy premium features and explore how the tool functions.\u00a0<\/p>\r\n\r\n\r\n\r\n A free trial can help you get a first-hand experience of using the tool. You can explore the interface and check whether all the features that were marketed by the vendor are actually present. So by the time the trial period ends, you can make the right decision for your team.\u00a0<\/p>\r\n\r\n\r\n\r\n When most businesses choose a tool, the greater focus is on the price and the features. But what about customer support? How and whom will you contact when something goes wrong?\u00a0<\/p>\r\n\r\n\r\n\r\n Before finalizing any tool, contact the software vendor and inquire about their customer service channels. Ideally, you should be able to contact their customer service team via email, chat, and phone support. A solid knowledge base is an added advantage.\u00a0<\/p>\r\n\r\n\r\n\r\n There is no point if you share a complaint with the vendor and it lies with them for days. Therefore, it is wise to inquire about their turnaround time for user queries or complaints.\u00a0<\/p>\r\n\r\n\r\n\r\n The role of HR teams does not end once a candidate is hired; it is just the start. Most businesses are realigning the HR function to prioritize employee support and engagement.\u00a0<\/p>\r\n\r\n\r\n\r\n It is important to remember that HR ticketing software is deployed to ease the work of HR members and not replace them. While you can automate mundane tasks, your HR professionals would remain the brains behind the process.\u00a0<\/p>\r\n\r\n\r\n\r\n<\/span>What Is HR Help Desk Software?\u00a0<\/strong><\/span><\/h2>\r\n\r\n\r\n\r\n
<\/span>Why Does Your Business Need HR Help Desk Software?<\/strong><\/span><\/h2>\r\n\r\n\r\n\r\n
![\"HR](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/08\/Primary-Reason-Job-Change-1024x557.png\")
<\/figure>\r\n<\/div>\r\n\r\n\r\n\r\n<\/span>Benefits of Using HR Help Desk Software<\/strong><\/span><\/h2>\r\n\r\n\r\n\r\n
1. Track All Requests in One Place<\/strong><\/h3>\r\n\r\n\r\n\r\n
2. Enhance Employee Onboarding\u00a0<\/strong><\/h3>\r\n\r\n\r\n\r\n
3. Prioritize Urgent Issues<\/strong><\/h3>\r\n\r\n\r\n\r\n
![\"Prioritize](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/08\/Prioritize-Urgent-Issues-1024x427.png\")
<\/figure>\r\n<\/div>\r\n\r\n\r\n\r\n4. Monitor Employee Engagement<\/strong><\/h3>\r\n\r\n\r\n\r\n
![\"Monitor](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/08\/Monitor-Employee-Engagement.png\")
<\/figure>\r\n<\/div>\r\n\r\n\r\n\r\n<\/span>Must-Have Features of HR Help Desk Software<\/strong><\/span><\/h2>\r\n\r\n\r\n\r\n
1. Shared Inboxes<\/strong><\/h3>\r\n\r\n\r\n\r\n
2. Canned Responses<\/strong><\/h3>\r\n\r\n\r\n\r\n
Read More: 10 Help Desk Response Templates to Save Time<\/a><\/strong><\/pre>\r\n\r\n\r\n\r\n
3. Automated Notifications & Alerts<\/strong><\/h3>\r\n\r\n\r\n\r\n
4. Reports & Analytics<\/strong><\/h3>\r\n\r\n\r\n\r\n
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Read More: 15 Help Desk Metrics to Improve Customer Support<\/a><\/strong><\/pre>\r\n\r\n\r\n\r\n
5. Integrations\u00a0<\/strong><\/h3>\r\n\r\n\r\n\r\n
<\/span>Use Cases for HR Help Desk<\/strong><\/span><\/h2>\r\n\r\n\r\n\r\n
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<\/span>Best Practices Guide for Human Resource Help Desk<\/strong><\/span><\/h2>\r\n\r\n\r\n\r\n
1. Make Information Easily Available for Employees<\/strong><\/h3>\r\n\r\n\r\n\r\n
![\"HR](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/08\/HR-Policies.png\")
<\/figure>\r\n<\/div>\r\n\r\n\r\n\r\n2. Leverage Web Forms\u00a0<\/strong><\/h3>\r\n\r\n\r\n\r\n
![\"\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/08\/HR-Service-Request-Form-1-1024x707.jpg\")
<\/figure>\r\n<\/div>\r\n\r\n\r\n\r\n\r\n
3. Use Face-to-Face Interactions to Resolve Serious Issues<\/strong><\/h3>\r\n\r\n\r\n\r\n
4. Encourage Managers to Lead Change<\/strong><\/h3>\r\n\r\n\r\n\r\n
5. Focus on Your Staff\u2019s Mental Health\u00a0<\/strong><\/h3>\r\n\r\n\r\n\r\n
![\"Why](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/08\/Staffs\u2019-Mental-Health.png\")
<\/figure>\r\n<\/div>\r\n\r\n\r\n\r\n\r\n
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<\/span>How to Choose the Right HR Helpdesk Software<\/strong><\/span><\/h2>\r\n\r\n\r\n\r\n
1. Understand Your Team\u2019s Goals and Needs<\/strong><\/h3>\r\n\r\n\r\n\r\n
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2. Jot Down All Important Features\u00a0<\/strong><\/h3>\r\n\r\n\r\n\r\n
3. Be Mindful of Your Budget<\/strong><\/h3>\r\n\r\n\r\n\r\n
Read More: Types of Help Desk Software & Which One Should You Choose?<\/a><\/strong><\/pre>\r\n\r\n\r\n\r\n
4. Opt for a Free Trial\u00a0<\/strong><\/h3>\r\n\r\n\r\n\r\n
5. Think About Customer Support\u00a0<\/strong><\/h3>\r\n\r\n\r\n\r\n
<\/span>Support Employees With an HR Help Desk Ticketing System<\/strong><\/span><\/h2>\r\n\r\n\r\n\r\n