HR Help Desk for a Hassle-Free Workplace

  • Manage HR requests from across multiple channels
  • Create an employee self-service knowledge base portal
  • Collaborate with other departments seamlessly
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What is HR helpdesk Software?

The HR helpdesk is a cloud-based ticketing system designed for HR teams to efficiently create, track, manage, and resolve employee support tickets. Enhanced with AI, this tool assists HR professionals in crafting effective responses to employee inquiries. Features like self-service portals and automated workflows offer personalized support to employees through multiple channels. With an HR helpdesk ticketing system, you can streamline all internal HR operations seamlessly, making it an indispensable tool for modern HR departments.

Why businesses need HR help desk software?

If you value employee satisfaction, an HR helpdesk ticketing system is essential. It streamlines managing requests related to payroll, benefits, onboarding, and more, ensuring quick and efficient resolutions. By tracking and prioritizing inquiries, it boosts accountability, transparency, and employee satisfaction. With reduced wait times and a more organized HR department, your team can focus on strategic goals, driving overall business growth.

Simplify HR operations with a helpdesk ticketing system

Hiring

Easily collect job applications by creating web forms and support portal forms. Turn each submission into a ticket and configure automation rules to streamline the hiring process. Create customized forms and simplify the referral program.

Onboarding

Simplify the onboarding process for both HR staff and new employees with a comprehensive knowledge base. New hires can find the information they need on their own, saving HR time and reducing repetitive questions.

AI assistance

Leverage the AI capabilities within the helpdesk ticketing system to quickly obtain answers from an AI-powered chatbot. This helps HR respond to employee queries faster, improving response and resolution times.

Collaboration

For finance and payroll queries requiring input from other departments, add staff from other departments as "Share To" or "Watchers" on tickets. This allows them to see ticket details and provide necessary solutions, speeding up resolution times.

Automations and SLA

Set up automations rules to send employees information on tax declarations, proof submissions, and more based on subject lines to the right support agents. Create escalation rules to trigger when a ticket isn't resolved within a specific time frame.

Measure employee happiness

A successful business depends on happy employees. Send out surveys after each ticket is resolved and compile the ratings into reports to share with your support agents, ensuring continuous improvement.

Core features of an HR help desk

Employee ticketing system

  • Enables employees to raise HR-related queries (leave requests, payroll issues, benefits, etc.).
  • Tracks ticket status from submission to resolution.
  • Allows auto-routing to the right HR personnel for faster response.

HR analytics & reporting

  • Tracks ticket resolution times, employee satisfaction, and HR team performance.
  • Provides real-time insights into common employee concerns.
  • Helps HR make data-driven improvements in policies and processes.

Automated workflows & escalations

  • Automates approval processes for leave requests, reimbursements, and onboarding tasks.
  • Auto-escalates urgent issues to higher management when required.

 

Multi-channel support

  • Employees can raise issues via email, chat, phone, or an internal portal.
  • Integration with tools like Slack, Microsoft Teams, and WhatsApp.
EXPLORE ALL FEATURES

Top 5 HR ticketing systems in 2025

Here is the list of the top 5 HR ticketing systems in 2025,

1. Desk365

Desk365 is an AI-powered helpdesk ticketing system that helps businesses streamline customer interactions and optimize ticket resolution processes. It offers powerful features such as AI-powered ticket responses, unified inbox, automation, omnichannel support, and in-depth reporting and analytics. Desk365 integrates well with other tools like Microsoft Teams and provides a customizable experience for agents and customers alike. 

Key features

  • AI-Powered ticket responses
    Desk365 enhances HR efficiency by leveraging AI to generate quick, contextual replies based on historical HR ticket data and knowledge base articles. This helps HR teams respond faster and more accurately, significantly reducing the time spent on repetitive employee inquiries.

  • Service Level Agreements (SLAs)
    Desk365 ensures timely resolution of HR tickets by monitoring SLAs and sending periodic reminders to HR staff about upcoming due dates. If an SLA is about to be breached, the system automatically alerts HR personnel, ensuring compliance and reducing delays in employee issue resolution.

  • Unified inbox
    All HR-related support requests from different channels—email, web forms, and Microsoft Teams—are centralized into a single inbox. This enables HR teams to efficiently manage, collaborate, and resolve employee concerns without switching between platforms.

  • Automations
    Desk365 automates routine HR tasks with macros triggered upon ticket creation or updates. This ensures consistent and efficient handling of requests, such as leave approvals, payroll queries, and onboarding processes, based on predefined workflows.

  • Real-Time alerts and notifications
    HR teams receive instant notifications when there are updates to tickets, such as new replies, status changes, or priority escalations. This ensures that critical employee concerns are addressed promptly.

  • Round-Robin ticket assignment
    To prevent workload imbalances, Desk365 automatically distributes HR tickets among team members using a round-robin system. This ensures fair allocation, improves response times, and prevents employee grievances from being overlooked.

  • Knowledge base
    HR teams can create and share knowledge base articles containing HR policies, FAQs, and troubleshooting guides. Employees can self-serve answers to common queries (such as benefits, leave policies, and payroll information), reducing the need for HR intervention.

  • Omnichannel support
    Desk365 integrates with multiple communication platforms, making it easier for employees to seek HR support:

    • Microsoft Teams: Employees can create tickets, check statuses, and interact with HR directly within Teams.
    • Email: Employee queries sent via email are automatically converted into HR tickets.
    • Web widget: A customizable widget embedded on the company’s HR portal allows employees to submit queries effortlessly.
    • Web form: A configurable iframe form can be embedded on internal HR portals for structured ticket creation.

  • Customization options
    Desk365 offers extensive customization to align with an organization’s HR processes, including:

    • Role-based access control for HR staff.
    • Custom ticket forms tailored for HR use cases like leave requests, payroll concerns, and policy clarifications.
    • Support portal customization to match company branding.
    • Multiple email configurations for different HR functions (e.g., payroll, benefits, compliance).

  • Mobile accessibility
    Desk365 ensures on-the-go productivity with mobile apps for both HR agents and employees. Users can manage tickets, respond to employee requests, and track performance from their mobile devices.

  • Powerful analytics
    Desk365 includes advanced reporting tools that provide insights into HR support efficiency:

    • Custom reports: Analyze team performance, ticket trends, and employee satisfaction data.
    • Agent performance reports: Evaluate response times and ticket resolution rates for individual HR team members.
    • Ticket trends reports: Identify recurring HR issues, allowing proactive improvements in employee experience.

2. Zendesk for HR

Zendesk email ticketing system

Zendesk offers a comprehensive help desk solution designed to enhance employee service delivery through AI-driven tools and automation. This platform enables HR teams to manage and resolve employee inquiries efficiently while maintaining data security and scalability.

Key features

  • Centralized employee support
  • AI-powered chatbots and automation
  • Self-service knowledge base
  • Ticketing system for HR requests
  • Multi-channel support
  • HR analytics and reporting
  • Integrations with HR tools
  • Secure and confidential employee support
  • Workflow automation and approvals
  • Customizable HR portals

3. Jira Service Management

Jira service

Jira Service Management is an IT service management (ITSM) solution designed to help teams deliver fast, efficient, and high-quality service experiences. Built on the Jira platform, it enables IT, HR, and business teams to streamline service requests, incidents, changes, and asset management.

Key features

  • Service request management
  • Incident management
  • Change management
  • Problem management
  • Asset and configuration management
  • Automation and AI-powered workflows
  • Self-service portal and knowledge base
  • Multi-channel support (email, chat, and more)
  • Customizable service portals
  • Integration with Jira Software and third-party apps

4. BMC Helix

bmc helix

BMC Helix is an advanced IT service and operations management solution that leverages AI, automation, and predictive analytics to enhance ITSM (IT Service Management) and ITOM (IT Operations Management). Designed for modern enterprises, BMC Helix enables organizations to streamline service requests, automate workflows, proactively address incidents, and optimize IT performance.

Key features

  • AI-powered service management
  • Predictive analytics for IT operations
  • Multi-cloud and hybrid IT support
  • Cognitive automation and chatbots
  • Incident, problem, and change management
  • Self-service portal and knowledge management
  • Asset and configuration management (CMDB)
  • IT process automation (ITPA)
  • Service-level agreement (SLA) management

5. ServiceNow

ServiceNow is a leading cloud-based platform for IT service management (ITSM), IT operations management (ITOM), and enterprise workflow automation. It helps businesses streamline service delivery, automate repetitive tasks, and enhance employee and customer experiences.

Key features

  • IT service management (ITSM)
  • IT operations management (ITOM)
  • IT asset and configuration management (CMDB)
  • Incident, problem, and change management
  • AI-powered virtual agents and automation
  • Self-service portal and knowledge management
  • Service catalog and request fulfillment
  • Security operations (SecOps) and compliance management.

What makes Desk365 the best HR ticketing system?

Elevate your HR management with Desk365’s finest HR helpdesk ticketing system. Elevate
your HR operations and unlock the full potential of your workforce with our comprehensive
HR helpdesk ticketing system.

Streamline requests from across multiple channels

With Desk365, manage and streamline HR inquiries from emails, support portals, Microsoft Teams, web forms, and web widgets all in one place. Respond promptly to job applications, leave requests, and more without toggling between platforms.

Customize HR ticket forms

Tailor forms to capture essential HR data, from new hire details to exit interviews. Desk365 empowers you to create specialized forms for various HR processes, ensuring efficient data collection and organization.

Collaborate with other departments

Foster seamless collaboration between HR, recruitment, operations, and labor relations. Utilize features like private and public notes, share to and watchers to facilitate communication and share insights. Save time with canned responses for common queries.

Access to employee self-service portal

Empower employees with an intuitive self-service portal featuring HR policies and procedures, FAQs, handbooks, videos, and help center articles. Desk365's knowledge base ensures employees have access to vital information round the clock, reducing ticket volumes and enhancing efficiency.

Timely responses

Ensure prompt responses to employee queries and concerns with Desk365’s Draft with AI. Our robust HR ticketing system allows HR teams to establish workflows and automation to prioritize and address issues efficiently, enhancing employee satisfaction and engagement by demonstrating a commitment to timely support and assistance.

Conduct surveys

Measure employee engagement effortlessly by sending surveys upon ticket closure. Gain valuable insights to improve HR processes and enhance employee satisfaction.

Organizational insight

Access valuable insights into employee needs and pain points with Desk365. Our software features reporting and analytics capabilities, allowing you to track trends, measure performance, and identify areas for improvement within your organization. This data-driven approach empowers informed decision-making and continuous enhancement of HR practices.

Security you can trust

We prioritize the safety of your valuable information, exemplified by our adherence to SOC2 Type 2 compliance standards. Our platform is HIPAA compliant and hosted on AWS Cloud and Microsoft Azure, featuring robust encryption, secure authentication, and GDPR compliance. Trust in us to securely handle and protect your data.

Looking to streamline your HR ticket management?

Simplify HR support with AI-driven automation, self-service portals, and seamless tracking with Desk365.

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