In our first two articles, we explored the foundations of an HR ticketing system and highlighted the many benefits it brings to HR teams, employees, and the company as a whole. We saw how this tool facilitates the management of employee requests by offering a centralized, efficient, and secure solution. Today, we invite you to dive into the heart of Smart Portal 🌟 to concretely discover how our ticketing system can transform your daily life.
Throughout this article, we will review the different features offered by our solution, from ticket creation to resolution, including communication 💬 and collaboration 🤝 options. You will discover how Smart Portal allows you to structure and optimize HR request management while offering a smooth and intuitive user experience to your employees.
If, by the end of this article, you haven't found what you were looking for, contact us directly by asking your questions or requesting a personalized demo.
Happy reading! 🧾
What is an HR Ticketing System? 🎫
An HR ticketing system is an IT solution that allows you to centralize, track, and efficiently process employee requests and questions. Each request is transformed into a "ticket" which is then assigned to a member of your HR team to be handled.
Structure 🏗️
The Smart Portal ticketing system offers a clear and intuitive overview of ongoing requests. In the example below, we can see three open tickets, each at a different stage of processing: new, in progress, and on hold. This visual classification allows HR teams to easily track the progress of each request and prioritize their actions.
Essential information is available at a glance: the ticket issuer, the type of request, the urgency level, and the person in charge. This transparency allows for quick and efficient handling of requests, based on their criticality.
Planning
The Smart Portal ticketing system also includes communication and planning features.
In this example, we can see that a call has been scheduled. It is very simple, directly from this interface, to schedule new activities to move this ticket forward to resolution. This centralization of interactions facilitates the tracking and resolution of requests while ensuring complete traceability of exchanges.
Of course, you can see the interactions your colleagues have had, and you can assign them activities.
Employee View
Employees have access to all the tickets they have submitted, and thanks to an integrated and confidential chat on each ticket, they can provide additional information and communicate with the support team.
Requests📥
Here are some concrete examples of requests that can be managed via a ticketing system:
- Questions about leave and absences
- Requests for administrative documents (pay slips, certificates, etc.)
- Payroll-related issues
- Inquiries about employee benefits
- Requests for information on training and professional development
Smart Portal, our HR solution, integrates a powerful ticketing system within a comprehensive platform aimed at improving centralization and communication in your company. The use of this tool allows for a generalized time saving on a daily basis.
Thanks to this comprehensive overview and integrated features, HR teams have all the necessary tools to structure and efficiently manage employee requests, from receipt to resolution. The Smart Portal ticketing system has great potential to be a valuable ally in optimizing the daily life of HR professionals and providing quality service to employees.
You and your teams have the opportunity to benefit from a more structured daily life, less polluted by repetitive requests 🔁. Your employees, on the other hand, enjoy simplified access to information and transparent tracking of their requests 📈. Our solution will simply improve the way you manage employee requests, fostering smooth and harmonious collaboration between all your employees. 🤝
The Benefits of a Ticketing System for You and Your Managers
1. Save Time and Boost Your Efficiency ⏰
o more cluttered emails and lost requests! By centralizing all requests in a single tool, you can process tickets in a structured and methodical way. No more searching for information in endless email conversations. Everything is at your fingertips in the ticketing system interface.
But that's not all! With Smart Portal, you can also significantly reduce the number of requests thanks to the centralization of your documentation, processes, and answers to frequently asked questions directly on the portal. By offering self-service access to this information, you allow employees to quickly find answers to their questions without having to systematically solicit your team. Result: fewer questions, fewer tickets, and more time to devote to high value-added tasks.
Smart Portal also allows you to save valuable time on a daily basis thanks to its automation features:
- Define rules to schedule reminders if a ticket is not handled within a set time frame
- Define rules to schedule reminders if a ticket is not handled within a set time frame
- Automatically create tickets from emails received at a specific address (e.g., hr@entreprise.com), thus avoiding manual entry
These automations free you from repetitive and time-consuming tasks, allowing you to focus on higher value-added missions.
In concrete terms, this means you will spend less time sorting and manually assigning requests. You can thus devote more time to personalized support for employees and the development of strategic projects. Your daily life will be more efficient, less stressful, and more fulfilling.
2. Track in Real-Time and Meet Your Commitments ✅
Thanks to the ticket system, employees can track the progress of their requests in real-time. At any time, they can check the status of their ticket and be informed of the actions taken. Smart Portal also offers the possibility to transfer a ticket to another team in case of incorrect assignment, thus ensuring that competent people handle each request.
Moreover, Smart Portal allows you to manage SLAs (Service Level Agreements), i.e., agreements on service levels. In concrete terms, this means that you can define response and resolution times for each type of request, based on their priority and complexity. For example, you can commit to responding to simple questions about leave within 24 hours and processing requests for administrative documents within 3 business days.
SLA tracking brings many benefits to your daily life:
- Employees are reassured to know when their request will be processed
- You can prioritize your tasks according to the commitments made
- Your managers have concrete indicators to evaluate the performance of the HR department and identify areas for improvement
This transparency and respect for commitments strengthen the trust and satisfaction of employees towards the HR department 🤝😊. On a daily basis, this translates into a more serene and better organized HR team. You know exactly which requests you need to focus on as a priority and can communicate reliable deadlines to employees. Relationships with other departments improve because everyone understands your constraints and commitments. It's a virtuous circle that benefits everyone! 🌟
3. Preserve Data Confidentiality and Security 🔒
HR requests often contain sensitive and confidential information. With a ticketing system, you can be assured that this data is protected and accessible only to authorized persons. Each ticket is secure and exchanges take place in a controlled environment, thus preserving the confidentiality of information.
Smart Portal reinforces this confidentiality by limiting access to sensitive issues, which remain accessible only to team followers and the assigned employee.
For you, this means peace of mind on a daily basis. You can handle delicate requests without fear of information leaks or unauthorized access. This allows you to build a trusting relationship with employees, based on respect for privacy and discretion. An undeniable asset for your professional fulfillment!
4. Manage Your Activity Through Reporting and Data Analysis 📊
Another major advantage of the ticketing system lies in its ability to generate valuable reports and analyses. Your managers can thus have an overview of the types of requests, processing times, activity peaks, etc. This information is essential to identify areas for improvement and optimize HR processes.
On a daily basis, this data allows you to make informed decisions and adjust your strategy according to the real needs of employees. You can thus better allocate your team's resources, anticipate periods of overload, and implement corrective actions if necessary. It's a valuable management tool that greatly facilitates your work and strengthens your impact within the company.
Try Smart Portal for Free for 30 Days!
Our solution is available for a 30-day free trial. We will set up a test environment for you, with detailed documentation.
Conclusion
By adopting an HR ticketing system integrated into a comprehensive solution like Smart Portal, your company takes a giant step towards optimizing employee request management. Time savings, increased efficiency, transparency, confidentiality, and reporting are all assets that argue in favor of this solution.
Smart Portal is not limited to ticketing; it offers a multitude of complementary features aimed at improving centralization and communication within the company, thus facilitating your daily work.
For you, this translates into a transformed daily life: less stress, more efficiency, better collaboration with other departments, and more time to devote to high value-added missions. In short, it's the assurance of working in the best conditions to offer excellent HR service to employees.
So, ready to optimize your HR management? Adopt Smart Portal with its integrated ticketing system now. You and your employees will reap the benefits on a daily basis!
We organize free online demo sessions every month, feel free to register!
To find out more about the solution, visit our product page.
Questions?
If you have any questions, don't hesitate to contact us, our teams will be happy to answer you.
The ticketing system: Your Daily Ally for Efficient Request Management 🌟part 3