Employee tickets, resolved within SLA
An internal HR and IT ticketing queue with SLA tracking, escalation tiers and threaded resolution, so nothing falls through the cracks.
- Ticket queue
- SLA engine
- Escalation
What hr helpdesk does in NeevHR
Ticket queue
Categorised tickets with priority, assignee and status.
SLA engine
Live countdowns, first-response and resolution SLAs with breach flags.
Escalation
Overdue tickets escalate automatically up a configured L1, L2, L3 ladder.
Threaded resolution
A conversation thread per ticket with reassignment.
Attachments and internal notes
Attach files and keep notes the employee does not see.
Confidential categories
Limit who can open sensitive tickets.
Satisfaction rating
Ask for a rating when a ticket closes, once a supervisor enables it, with an alert on a low rating and a satisfaction report.
Room and vehicle booking
Employees book rooms and vehicles from self-service.
AI category and reply draft
When switched on, a suggested category and, when an agent asks, a reply draft from your knowledge base. Nothing is sent until the agent presses Send reply.
How hr helpdesk works, step by step
- 1
Raise
Employees raise a ticket with category, priority and custom fields; the SLA clock starts.
- 2
Assign
HR or IT assigns the ticket.
- 3
Resolve
Agents reply and move it through in progress, waiting and resolved.
- 4
Escalate
Overdue tickets escalate automatically up the L1, L2, L3 ladder.
Benefits
- SLA breaches recorded permanently
- Knowledge base reduces repeat questions
- Room and vehicle booking with clash checks
Who uses it
- Employees
- Raise and track tickets.
- HR and IT agents
- Resolve within SLA.
Set as rule sets by your HR admin, assigned to employee groups.
- Categories and priorities
- SLA targets
- Escalation tiers
- Canned responses and knowledge base
Every list becomes a report; every report a chart that drills to records.
- Open & breaching SLA
- Resolution time
- Volume by category
HR helpdesk does not run in a silo
Like every module, it sits on one effective-dated employee record, with India's statutory rules, configuration and governance shared across the platform.
Built for India, only India
PF, ESI, PT, LWF and TDS, gratuity, bonus and the DPDP Act 2023 are part of the core product, not an add-on. INR and the India financial year throughout.
Depth without the drag
Process discipline and statutory accuracy for growing and mid-market companies, without the cost or the multi-year rollout of a tier-one suite.
A guided go-live
Implementation time depends on employee count, data quality, integrations and payroll complexity.
Configured by your HR admin
Leave, attendance, payroll, expense and appraisal are configurable rule sets assigned to employee groups. A trained HR admin can own them, no certified consultant required.
HR helpdesk: frequently asked questions
Can employees raise tickets by email?
No. Tickets are raised in NeevHR self-service.
Can employees rate the help they got?
Yes, once a supervisor enables it. Employees rate a ticket when it closes, a low rating raises an alert, and a report shows satisfaction over time. Agents can also keep internal notes the employee does not see.
Explore related modules
One platform, one employee record.
Guides and calculators
See hr helpdesk on your own data
A tailored walkthrough for your team, no generic deck.