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.
No generic sales tour Built around your workflows
HR operating viewLive
Payroll inputs94%
Attendance closure8 / 10
Joiners ready12 / 14
9 manager actions overdueReview
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.
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.
Operational outcomes
What a well-run hr helpdesk process should improve.
Clearer HR service ownership Faster employee response Visible ageing and due-time risk Evidence of recurring service friction
Connected 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.
A working view, not a static report
Give the team clear status and exception signals.
The example below is illustrative. Measures and thresholds should be configured around your operating definitions and review cadence.
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
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.