Category and SLA setup
Set a default assignee, due time and service expectation for each helpdesk category.
People operations · A measurable HR service experience
Replace scattered HR queries with owned, trackable requests.
Give employees a structured way to raise HR, payroll, benefits and policy requests while helping HR teams manage ownership, priority, response and recurring issues.
Illustrative product interaction Grounded in supported product behaviour
Role-based operating viewIllustrative interaction
My requests
Employment letterIn progress
Attendance queryResolved
Bank changeWaiting for payroll
Assigned to you
6Due today
2High priority
94%Within SLA
Service health
42Open tickets
1.8 daysAverage resolution
4.6/5Closure satisfaction
Category ownership
Payroll queryPayroll team
Letter requestHR operations
Policy exceptionHR lead
Owner visible Status and due date History retained
Why this matters to the Head of HR
Heads of HR need to know where employee friction is concentrated and whether the HR team is resolving it consistently—not just how many emails arrived.
Use this page as a product-evaluation path: start with the operating problem, inspect the representative interaction, then verify the exact policy and output in the live product.
HR Helpdesk capabilities
Designed around the full operating workflow.
Configure the module around your structures, policies, ownership and approval model—not a generic process diagram.
Automatic routing
Route requests automatically while allowing authorised agents to reassign them.
Priorities and statuses
Operate structured employee, agent and HR queues using configured priority and status.
Secure conversation
Keep threaded replies, attachments and internal notes in the authorised case record.
Employee closure feedback
Capture a one-to-five satisfaction score when a request is closed.
Service analytics
Review volume, ageing, due-time risk, reassignment and closure feedback by category.
Connected operating workflow
Follow the action from policy to owner to downstream result.
The exact screens differ by module, but the operating principle remains the same: the applicable rule, current owner, status, effective date and history stay visible.
Clearer HR service ownership Faster employee response Visible ageing and due-time risk
HR Helpdesk workflow
- Employee selects serviceOwner, status and history remain visible.
- Ticket routes to ownerOwner, status and history remain visible.
- Owner resolves or collaboratesOwner, status and history remain visible.
- Employee confirms closure and feedbackOwner, status and history remain visible.
Product proof and boundaries
Evaluate the operating behaviour—not only the feature name.
These examples are illustrative product patterns grounded in the supported product material. Use the live product to validate the exact screen, policy and output required for your organisation.
Supported pattern
Role-based daily work
Keep owner, status, due date and history around common actions.
Verify in demo
Employee selects service
Use a representative employee, workforce group and effective date. Follow the transaction through owner, status and downstream impact.
Current boundary
Scope honestly before committing.
A knowledge-base and multi-level escalation matrix are not presented as current; category SLA and due-time routing are supported.
A working view, not a static report
Give the team clear status and exception signals.
The example measures below are illustrative. Definitions and thresholds should be configured around the operating cadence and evidence your team uses.
74Open requests
5.2 hrsMedian resolution
9Due-time risk
4.4/5Closure feedback
Connected modules
View all modules HR Helpdesk works better when its inputs and outputs stay connected.
Employee Self-Service
Give employees a responsive, mobile-first web workspace for attendance, leave, payroll documents, claims, profile changes, HR letters and helpdesk requests.
ExploreDocuments & Letters
Use approved templates, employee data and role-based access to manage letters, policies, proofs, certificates, contracts and acknowledgements.
ExplorePeople Analytics
Bring headcount, movement, people cost, attendance, payroll, performance and HR service data into role-based dashboards with consistent definitions and explainable drill-down.
ExploreWorkflow Automation
Create structured, conditional workflows for employee changes, requests, letters, payroll inputs and cross-functional HR processes.
Explore
Questions about implementation
Bring this context into the demo Evaluate HR Helpdesk in your policy context.
Use your actual workforce groups, approval paths and edge cases during product evaluation.
Does duoHR include a helpdesk knowledge base?
A native self-help article or knowledge-base system is not currently claimed. The built helpdesk focuses on routing, conversation, ownership, SLA timing and closure feedback.
Can payroll requests be limited to payroll users?
Yes. Resolver groups and case access can be configured so sensitive payroll or employee-relations requests remain within authorised roles.
Explore HR Helpdesk
See HR Helpdesk configured around your organisation.
Bring one representative workflow or current process challenge. The demo will show the operating path, controls and connected outcomes.