HR service desk software that gives every HR request a home.
Staff lodge HR related tickets in a few clicks. HR reviews, triages and responds through structured workflows, with task assignment, a full audit trail and reporting across the whole HR service desk.
Overview
HR ticket queue
New today
6
In triage
4
Avg response
2.4 hrs
#2318 · Pay query - night shift loading
Assigned to Payroll · due today
#2317 · Leave balance clarification
Triaged to HR Advisor · workflow applied
#2311 · Workplace concern
Restricted visibility · full audit trail
Every ticket, task and follow up on record
The HR inbox problem
A shared HR inbox is not an HR service desk.
Most HR teams run on email. Requests arrive from every direction, ownership is unclear, follow ups depend on someone remembering, and there's no way to show how many requests the team actually handled or how quickly.
HR ServiceDesk replaces that with proper HR service desk software inside workit. Employees lodge tickets, HR triages and assigns, workflows drive each issue to resolution, and the HR service desk records every action for audit and reporting.
Everything inside the module
Lodge, triage, assign, respond, report.
HR service desk software with the workflows, task assignment, audit trail and reporting Australian HR teams need - built into the HRIS you already use.
Employee ticket lodgement
Staff lodge HR related tickets from the self-service portal on any device - pay queries, leave questions, entitlements, workplace concerns - with category, detail and attachments captured up front by the HR service desk software.
Review and triage
Every ticket lands in one HR service desk queue. HR reviews, categorises, sets priority and routes each issue to the right owner instead of sorting a shared inbox by hand.
Configurable workflows
Build a workflow per ticket type so HR service desk software moves each issue through lodged, triaged, in progress, awaiting employee and resolved - with the checks and approvals your business requires.
Task allocation and assignment
Allocate and assign tasks against any ticket to HR, payroll, IT or a manager, each with an owner and due date, so accountability for HR service desk work is explicit.
Responses on the record
HR responds to the employee from inside the ticket. Questions, clarifications and follow ups stay on the HR service desk record rather than scattered across email.
Full audit trail
Lodgement, triage decisions, reassignment, task completion, responses and follow ups are all timestamped - a complete HR service desk audit trail for every issue.
Permissions for sensitive matters
Control who can see and action each ticket type so confidential HR service desk matters reach only the nominated people, not the whole HR team.
Alerts and follow ups
Automatic notifications on assignment, updates and overdue tasks keep HR service desk tickets moving and stop follow ups from being forgotten.
HR service desk reporting
Report on ticket volumes, categories, response and resolution times, and workload by assignee across teams, sites and entities - proof of service levels and a map of recurring issues.
How the HR service desk works
One path for every HR request.
- 01
Employee lodges a ticket
From the self-service portal, with the category and detail your HR service desk needs captured up front.
- 02
HR reviews and triages
Category, priority and owner are set in the HR service desk queue, following your triage rules.
- 03
Workflows and tasks run
The ticket follows its workflow while allocated tasks sit with named owners and due dates.
- 04
Respond, close and report
HR responds on the record, closes the ticket with an outcome, and reports on volumes and response times.
Connected by design
Tickets on the same record as everything else.
Because the HR service desk lives inside workit, every ticket sits next to the employee's contract, leave, policies, compliance evidence and performance history - so the HR service desk team answers with full context, first time.
- Employee ticket lodgement from any device
- Review, triage and priority setting
- Workflows per HR ticket type
- Task allocation and assignment
- Full audit trail of issues and follow ups
- Reporting on volumes and response times
1
Queue for every HR request
Live
Status from lodgement to resolution
100%
Tickets, tasks and follow ups on record
Structured by default
HR service desk software gives every request an owner, a workflow and a recorded outcome - no ticket closes without one.
Included in your plan
HR ServiceDesk is one of workit's 15 modules, included in the $5 per employee per month price with no per-module fees.
Built for Australian workplaces
Designed around how Australian HR teams handle pay, leave, entitlement and workplace queries across multi-site businesses.
FAQ
HR service desk software, answered.
What is HR service desk software?
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HR service desk software gives employees one place to lodge HR related tickets and gives HR one place to review, triage, assign and respond to them. workit HR service desk software replaces the shared HR inbox with a structured HR service desk that tracks every request, task and follow up in a full audit trail.
How do employees lodge tickets in the HR service desk?
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Staff raise a ticket from the workit self-service portal on desktop or mobile. HR service desk software captures the category, detail and any attachments up front, so the HR service desk team has what it needs to triage the ticket without a chain of clarifying emails.
How does HR triage tickets in workit HR service desk software?
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Every new ticket lands in the HR service desk queue where HR reviews it, sets category and priority, and routes it to the right person or team. HR service desk software applies your triage rules consistently so nothing sits unowned in an inbox.
Does the HR service desk software support workflows?
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Yes. Configure workflows per ticket type so HR service desk software moves each issue through the right stages - lodged, triaged, in progress, awaiting employee, resolved and closed - with the approvals and checks your business requires at each step.
Can tasks be allocated and assigned inside the HR service desk?
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Yes. HR service desk software lets you allocate and assign tasks against a ticket to HR, payroll, IT or a manager, each with an owner and due date. The HR service desk shows what is outstanding, what is overdue and who is accountable.
Does HR service desk software keep an audit trail?
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Every action on a ticket is timestamped - lodgement, triage decisions, reassignment, task completion, responses and follow ups. That complete audit trail is one of the main reasons Australian HR teams move from email to HR service desk software.
What reporting comes with the HR service desk?
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HR service desk software reports on ticket volumes, categories, response and resolution times, workload by assignee, and trends by team, site or entity - so HR can prove service levels and spot recurring issues worth fixing at the source.
Can sensitive HR tickets be kept confidential?
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Yes. Permissions in workit HR service desk software control who can see and action each ticket type, so sensitive matters are visible only to the nominated people in the HR service desk rather than the whole HR team.
How does HR service desk software connect to the rest of workit?
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Because the HR service desk sits inside the workit HRIS, every ticket is linked to the employee record alongside contracts, policies, leave, compliance and performance - giving the HR service desk full context and removing rekeying between systems.
Is HR ServiceDesk included in workit's price?
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Yes. HR ServiceDesk is one of workit's 15 modules and HR service desk software is included in the standard $5 per employee per month price - no per-module fees, no feature tiers and no lock-in contracts.
See HR ServiceDesk in action.
See workit's HR service desk software - and the rest of the platform - in a 20-minute walkthrough with our Australian team.
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