Why set up an HR ticketing process?
Human Resources (HR) management is a key function within any organization, responsible in particular for the well-being and development of employees.
As part of this function, the HR ticket management plays a critical role in allowing employees to submit requests, ask questions, and get human resources support.
Effective HR ticket management is of paramount importance to ensure employee satisfaction, timely problem resolution, and good HR process management.
A well-designed ticket management system not only optimizes workflows, but also collects valuable data for trend analysis and continuous improvement.
What are the different types of HR tickets
Several types of requests can be submitted by employees and among the most common are:
Incidents on leave and absence requests
Employees submit requests for paid time off, sick leave, parental leave, or other types of absences. These requests can be a source of error with a bad statement for example on the pay slip. Effective management of these tickets is crucial to ensure operational continuity while complying with current policies and regulations.
Payroll and compensation issues
Payroll and compensation issues are also sensitive topics for employees. They may include payroll errors, questions about benefits, deductions, or refunds. Resolving these issues quickly and accurately is critical to maintaining employee trust and satisfaction.
Questions about benefits and insurance
Employees may have questions about their benefits, such as health insurance, retirement savings, paid time off, tax benefits, etc. HR teams need to be able to respond to these requests clearly and accurately, providing comprehensive information about available programs and how to join.
Questions about training and professional development requests
Employees may express a desire to learn, acquire new skills, or participate in professional development programs. HR tickets related to training and development can include internal training requests, external training fee reimbursements, questions about development opportunities, etc. Effective management of these tickets helps to support the growth and professional development of employees.
Other types of HR tickets
In addition to the ticket types mentioned above, there may be other requests and questions related to human resources. This may include requests for documentation (certificates, certificates, etc.), requests to change personal information, requests about internal policies, labour relationship issues, etc. Proactive and structured management of these tickets is required to provide quick and appropriate responses.
Thus, the management of these types of tickets requires well-defined processes, adapted tools and transparent communication between HR teams and employees.
What are the advantages of effective HR ticket management
HR ticketing has numerous advantages for the organization and employees.
Improving employee satisfaction
Fast and accurate management of HR incidents makes it possible to respond to the needs and concerns of employees effectively. This contributes to improving their overall satisfaction with the organization's Human Resources services. Fast responses and adequate solutions show employees that they are being taken into account and that their concerns are being addressed seriously.
Reduced application processing times
Structured incident management reduces request processing times. Tickets are recorded, assigned to the right people, and monitored throughout the process using dashboards. This prevents delays and oversights, ensuring quick resolution of issues. Employees value quick and effective responses, which helps build their trust in HR teams.
Effective problem tracking and resolution
An HR ticket management system tracks issues reported by employees from start to resolution. This allows HR teams to track the progress of each ticket, assign tasks to the right people, and collaborate seamlessly to resolve issues. This promotes more effective resolution and minimizes the risk of errors or miscommunication.
Data collection for trend analysis and continuous improvement
HR ticket management generates a wealth of valuable information. By analyzing the data collected, HR teams can identify trends, recurring issues, and potential gaps in processes. This information makes it possible to take corrective actions, improve internal policies, and optimize HR practices across the organization.
How to set up an HR ticketing system
Setting up an HR incident management system is essential to ensure the smooth and organized management of employee requests. Here are the key steps in establishing such a system:
Choosing the right ticket management software
The first step is to select an HR ticket management software that fits the needs of the organization. There are numerous options on the market, offering features such as ticket creation, status tracking, priority management, and report generation. It is important to choose a system that is simple and customizable easily without type development. Low code, to meet the specific requirements of the organization.
Configuring workflows and routing rules
Once the software is chosen, you need to configure the workflows and ticket routing rules. This includes defining how tickets are assigned to the appropriate HR teams, establishing priority levels, and setting up reminders to meet response and resolution deadlines. The configuration should reflect the organization's internal processes and policies. It is therefore important to have a tool that allows you to model the process graphically.
Training HR teams on the use of the system
Adequate training on the use of the ticket management system is crucial to ensure its adoption and optimal use. HR teams need to be trained on system features, how to create, assign, and track tickets, and how to best communicate with employees. This ensures consistent and efficient use of the system.
Communication and awareness among employees on the use of the system
Employees should be made aware of the existence of the HR ticket management system and how to use it. It is essential to clearly communicate the benefits of the system, instructions for submitting tickets, and expected response times. Information sessions, user guides, and communication materials can be used to raise employee awareness and encourage them to use the system.
Having a well-planned and well-executed HR ticket management system in place significantly improves the efficiency of the HR function. It allows for traceability of requests, equitable distribution of tasks, better communication, and faster problem resolution.
HR ticket management: more employee satisfaction, more efficiency
HR ticket management is a crucial part of ensuring employee satisfaction and effective human resource operations. By implementing an effective HR ticket management system, organizations can improve their ability to respond to employee requests quickly and accurately, while optimizing their internal processes.
At Efalia, we work daily with HR teams and CIOs to improve and simplify processes. Our dematerialization solutions offer an integrated platform to create, track and resolve HR tickets in a transparent and efficient manner.
