Top 20 Modern HR Ticketing Systems [2024 Updated]

In this highly competitive work environment, HR helpdesk agents are overwhelmed with the ever-increasing challenge of handling time-consuming and tedious HR tasks and processes, recruiting, employee onboarding, providing the right HR support, responding to repetitive inquiries, clearing large chunks of tickets and concerns, etc. So, it is time for a superhero to save the day. This is where an HR ticketing system comes to the rescue.

With its superpowers, such as GenAI-enabled and real-time employee support, efficiency, and enhanced employee experiences, modern helpdesk ticketing for HR is redefining the concept of HR support. 

Whether you're an HR professional looking to increase the effectiveness of your team or a CHRO looking to improve employee experience and productivity, you must invest in a robust HR ticketing system. Now, you might be wondering which ticketing software is the right fit for your business. But, before that, you need to knowa few things.

Why do organizations need an HR ticketing system?

Investing in an GenAI-powered HR ticketing system provides the right HR support at the right time by auto-resolving employee issues and automating crucial HR tasks and processes- so that your HR helpdesk agents have only complex tasks to handle.

To fully understand the importance, let's look at how an HR ticketing system affects HR managers and employees.  

Employees come to rely on an HR helpdesk ticketing system as their reliable sidekick because it provides a user-friendly interface through which they can submit requests and monitor their progress. Providing them with self-service options like access to FAQs and knowledge bases allows them to independently find solutions to frequently asked questions. Employees can now handle their own HR-related needs without waiting for an HR helpdesk agent to be available.

For HR managers, the benefits of such a system are immense. With automation handling the repetitive tasks, HR teams can focus on more strategic activities that impact the organization.
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Consider having a bird's-eye view of all incoming tickets, their status, and the time it will take to resolve them. This is exactly what an HR ticketing system offers, giving the HR support team access to real-time analytics and insights. With the help of this information, they can spot trends, monitor performance indicators, and optimize HR operations. HR helpdesk agents can minimize future disruptions and increase productivity by putting proactive solutions into place when they can identify recurring problems.

What’s wrong with traditional HR ticketing systems?

Traditional HR ticketing systems often fail to meet the demands of modern workplaces. One of their most significant shortcomings is the lack of intelligent search capabilities, which can lead to delays in finding information, particularly for Level 1 (L1) support. Bottlenecks occur because HR personnel spend too much time searching for the right documents or policies, leading to delayed responses and frustrated employees.

Factors to consider when selecting a modern HR ticketing system

When choosing a modern HR system, organizations should focus on how it handles different types of employee needs. Approximately 30% of queries are informational, while 45% are transactional. A modern workplace system must effectively address these with automation and user-friendly design.

Informational queries

Employees frequently seek information about specific policies or processes. For instance, some may inquire about adding a spouse to their benefits or need details about bereavement policies. Having an easily accessible platform that consolidates this information is crucial for enhancing the employee experience.

Navigating policies related to PTO, tax queries, and payroll calculations is essential to ensure employees can manage their work-life balance smoothly. A modern system should make this information readily available, helping employees navigate these common concerns effortlessly.

Transactional needs

Around 45% of employee interactions are transactional. A modern HR system must facilitate quick, seamless access to the following:

• Payroll and tax-related issues: These require immediate attention to prevent discrepancies and build trust between employees and HR.
• PTO and leave management: Employees expect real-time access to their PTO balances and want an intuitive process for requesting time off.
• Experience letters and alumni requests: Efficient processing of experience letters or access to historical records is essential for employees transitioning out of the organization.

Complex issues that require immediate attention

Approximately 25% of employee concerns are more sensitive or complex, requiring immediate and careful attention. A modern HR system should ensure that these matters are handled efficiently.

• Employee onboarding and offboarding: From background checks to final documentation, these processes are crucial for compliance and must be streamlined.
• Sensitive workplace matters: Issues like sexual harassment or workplace accidents must be addressed confidentially and promptly. A robust HR platform ensures discretion while providing a systematic approach to handling these situations.
• Performance reviews and escalations: Disputes or misunderstandings related to performance reviews require careful handling. A flexible system tracks these issues, offering HR a way to resolve them effectively.

Generational shifts and remote work

The workforce is experiencing a generational shift, especially as younger employees increasingly expect instant access to HR tools, and remote work becomes the norm. These changes have transformed how HR systems are used.

• Remote work and flexibility: Employees need centralized systems that they can access from any location. A modern HR system allows them to submit requests, receive feedback, and manage their HR needs entirely online.
• Adapting to HR’s evolving role: HR is no longer just about handling administrative tasks. Modern HR departments focus on employee well-being, growth, and engagement. Systems must provide tools that reflect these strategic roles while automating the administrative workload.

The change in communication methods

In the past, employees relied on portals, intranets, or phone calls to interact with HR. These methods are now outdated, and employees prefer integrated, real-time communication tools.

• Portals and intranets are dead: Navigating through cumbersome portals to find HR information is no longer acceptable. Modern systems must integrate with platforms like Teams or Slack, where employees are already collaborating.
• Embracing collaborative platforms: By embedding HR tools directly into platforms employees use daily, such as Slack or Teams, organizations can ensure faster resolution of issues and improved engagement. This seamless integration enhances the overall employee experience by reducing the time spent searching for answers.

Top 20 Best HR Ticketing Systems 

Finding the right HR ticketing system can be overwhelming, with countless options to sift through and endless reviews to read. To save you time and effort, we’ve compiled a list of the top 20 HR ticketing systems that excel in meeting modern HR needs. Whether you're looking for efficient employee support, seamless workflows, or advanced automation, these platforms are set to dominate in 2024 and beyond. Explore these top picks to find the perfect fit for your HR team. 

1. Rezolve.ai

2. Zoho Desk

3. Happyfox

4. DeskPro

5. UseResponse

6. HelpSpot

7. HROne

8. Hiver

9. Intercom

10. Help Scout

11. HubSpot  

12. Spiceworks

13. Leena.ai

14. OTRS

15. Zendesk

16. SolarWinds

17. Cflow

18. ProProfs

19. Freshdesk

20. Ariglad

Now, let’s check them one by one.  

1. Rezolve.ai

Rezolve.ai is one of the best modern employee support and engagement platforms that offers a conversational HR ticketing system integrated within MS Teams . Powered by advanced Generative AI and machine learning (ML) technology, Rezolve.ai's ticketing system has the ability to answer common HR queries, streamline HR tickets, and automate time-consuming HR tasks and processes. This advanced Generative AI-powered HR helpdesk ticketing system, doesn't track problems; it auto-resolves tickets so that your HR support agents or technicians have fewer tickets to handle.

Rezolve.ai's advanced HR ticketing system allows employees to create, track, and resolve tickets by interacting with the GenAI Sidekick Chatbot integrated within Microsoft Teams. With this modern HR service management system, employees can create tickets in mere seconds without searching for data on the employee portal or filling out details. Moreover, with this modern HR ticket management system, employees can also easily check the status of their HR tickets and receive timely updates and notifications as the ticket process progresses.

Key Features

• GenAI-enabled Knowledge Management
• Sleek MS Teams Interface
• No-code Automation Studio
• GenAI ITSM 
• GenAI Sidekick Chatbot for Quick HR Support
• Automated Employee Onboarding
• Automated Employee Survey
• Human-in-the-loop Live Chat
• Conversational Incident Management
• Conversational Ticketing System 
• Conversational Service Requests and Catalog
• Automated SLA and Tracking Report
• Multi-Channel Support 
• MS Teams Accessible Change Management
• Unique Desktop Automation

Pros

• Streamlines HR processes for increased efficiency.
• Uses GenAI to categorize tickets accurately.
• Employs NLP for enhanced communication understanding.
• Provides an intuitive and user-friendly platform.
• Offers analytics for data-driven HR decisions.
• Easily scales and adapts to organizational needs.

Cons

• Relies on internet connectivity for seamless operation.

Pricing

• Contact Sales

Ratings & Reviews

• G2.com: 4.8/5 ‎
• Capterra: 4.8/5
  

2. Zoho Desk

Zoho Desk is one of the top HR helpdesk ticketing software that gives companies a complete platform to support internal customer service. This modern HR ticketing system reduces the number of times the help desk receives the exact information tickets from new employees by offering a FAQ portal for them.

Being an AI-powered Open-Source HR ticketing system, Zoho's workflow rules can be created to route requests to the right team members automatically. Zoho's AI-powered assistant can help HR helpdesk agents respond more quickly, understand customer sentiment, and reduce tickets through proactive problem-solving.

Key Features

• Omnichannel
• Instant Messaging
• Multi-brand Help Center
• Multi-department
• Live Chat
• Web Form

Pros

• User-friendly interface for easy navigation.
• Robust automation features streamline HR ticketing processes.
• Seamless integration with other Zoho apps.

Cons

• Limited customization options for advanced workflows.
• Some users may find the learning curve steep.
• Advanced analytics features may require higher-tier plans.

Pricing

• Contact Sales

Ratings & Reviews

• Gartner: 4.4/5 ‎
• G2.com: 4.4/5 ‎
  

3. Happyfox

With HappyFox's HR ticketing system, employees' inquiries are automatically categorized and organized so the right HR helpdesk agent can respond promptly. Organizations can provide employees with all HR policies and procedures for self-service using knowledge base functionality. It is more effective for HR support agents when hiring, onboarding, paying employees, and managing vacation time are all centralized.  

With an AI-powered knowledge base, HappyFox helpdesk ticketing enables you to put customers in control. By enabling your agents to distribute FAQs and knowledge base articles to customers, this modern HR ticketing system reduces the workload on your support agents.  

Key Features

• Automation Rules
• Multi-Channel Support
• Knowledge Base
• SLA Management
• Mobile Accessibility

Pros

• Intuitive interface enhances user experience.
• Effective automation and ticket routing capabilities.
• Robust reporting and analytics tools.

Cons

• Pricing may be on the higher side for smaller HR teams.
• Customization options can be more extensive.
• Limited native integrations with third-party applications.

Pricing

• Starter $ 1,499 / month
• Growth $ 1,999 / month
• Scale $ 2,999 / month
• Scale Plus $ 4,999 / month

Ratings & Reviews

• G2.com: 4.5/5 ‎ 
• Capterra: 4.6/5 ‎
  

4. DeskPro

DeskPro’s HR ticketing system is a modern ticket management system developed to optimize helpdesk performance. It allows organizations to automate time-consuming and tedious tasks and processes, increasing employee productivity and satisfaction. This advanced HR helpdesk ticketing system quickly supports your remote workforce by providing the expertise they need to succeed.  

With the help of the DeskPro HR ticketing system, agents can precisely track the quantity and type of HR requests to determine what is causing traffic to the helpdesk or whether SLAs are maintained.

Key Features

• Customizable Forms
• Ticket Tagging
• Real-time Reporting
• Workflow Automation
• Team Collaboration

Pros

• Highly customizable to suit specific HR workflows.
• Comprehensive ticketing and knowledge base features.
• Advanced reporting and analytics tools.

Cons

• Initial setup and configuration may be time-consuming.
• Steeper learning curve for non-technical users.
• Pricing may be a consideration for smaller HR teams.

Pricing

• Team $ 29 per agent/month
• Professional $ 59 per agent/month
• Enterprise $ 99 per agent/month

Ratings & Reviews

• G2.com: 4.3/5 
• Software Advice: 4.5/5 ‎
  

5. UseResponse

Being an advanced multi-channel HR helpdesk ticketing system, UseResponse assists the HR helpdesk team in finding the best-fit candidates, hiring them, and ensuring a seamless onboarding journey. This modern ticketing system can also be used to rate employees in order to provide helpful information about filling open positions within the organization.

With this AI-powered HR helpdesk ticketing system, organizations can bring every internal ticket together from different sources, such as email, phone, Slack, or live chat. With the help of triggers and macros, ticket management (case) can be made simpler. To guarantee that employee tickets are handled by the right helpdesk agent as soon as possible, case management can be easily automated.
UseResponse leverages predefined canned responses to quickly and efficiently respond to common HR-related queries to reduce the large chunk of tickets.

Key Features

• Self-Service Portal
• Ticket Status Tracking
• Community Forums
• SLA Monitoring
• Customizable Notifications

Pros

• Versatile ticketing system with customizable forms.
• Community forum integration for collaborative problem-solving.
• Affordable pricing options.

Cons

• Interface may not be as modern as some competitors.
• Advanced features may require a learning curve.
• Limited third-party integrations.

Pricing

• ENTERPRISE CLOUD SUPPORT SUITE $49 per agent/month
• ON PREMISE SUPPORT SOLUTION $80 per agent/month

Ratings & Reviews

• G2.com: 4.5/5 ‎ 
• Capterra: 4.6/5 ‎
  

6. HelpSpot

HelpSpot is a best-bet email-based HR ticketing system for HR agents who need to upgrade from a shared inbox and take better control over their support tickets. HelpSpot users can access the unified dashboard that stores all email requests centrally and makes them accessible to the HR helpdesk agents.

Using this tool, you can measure and improve performance metrics to deal with and improve issues such as ticket response times and the amount of work allocated to each helpdesk agent. By automating repetitive tasks and providing a self-service knowledge base, HelpSpot HR ticketing provides excellent service to your employees and reduces stress on your HR support team.

Key Features

• Request Queues
• Knowledge Base
• Email Integration
• Automation Rules
• Customer Portal

Pros

• Simple and straightforward interface.
• Powerful automation tools for HR ticket management.
• Affordable pricing for small to mid-sized HR teams.

Cons

• Lack of some advanced features found in competitors.
• Limited native integrations.
• User interface design may be considered dated.

Pricing

• $699/year

Ratings & Reviews

• G2.com: 3.9/5 ‎
• Capterra: 4.5/5 

7. HROne

Being one of the top-notch HR ticketing software, HROne intelligently automates your tedious HR tasks and processes, ensuring that your working day is easier. In other words, its cloud HR helpdesk systems operate on an intelligent 1:7 work ratio, which means that through automation, it completes all of your routine tasks on average in 1 hour per day. Its conversational HR ticketing system enhances the ticket handling time and quality, generates limitless ticket categories and clarifies SLAs. In spite of this, HROne offers support agents the ability to auto-assign tickets.

Key Features

• Employee Self-Service
• Onboarding Workflow
• Leave Management
• Attendance Tracking
• HR Analytics

Pros

• Integrated HR solutions beyond ticketing.
• User-friendly interface for HR professionals.
• Customizable workflows to fit HR processes.

Cons

• Limited third-party integrations.
• Advanced features may require additional training.
• Smaller user community compared to some competitors.

Pricing

• Contact Sales

Ratings & Reviews

• G2.com: 4.7/5 ‎
• Gartner: 4.7/5 ‎
  

8. Hiver

With Hiver Gmail-based ticketing system, organizations can get customer service, finance, operations, HR, and IT in touch with one another. This HR ticketing system enables employees to interact with customers via various channels, including voice, WhatsApp, knowledge base, live chat and email-providing a seamless employee experience.

With Hiver Gmail-based ticketing system, organizations can get customer service, finance, operations, HR, and IT in touch with one another. This HR ticketing system enables employees to interact with customers via various channels, including voice, WhatsApp, knowledge base, live chat and email-providing a seamless employee experience.

Since the Hiver ticketing system is integrated with Gmail, it is very easy to use, allowing teams to get started immediately without learning a new tool. Hiver is also renowned for its extensive feature set and dependable 24-hour customer service.

Key Features

• Shared Inboxes
• Email Collaboration
• Workflow Automation
• Team Analytics
• Email Tagging

Pros

• Collaborative email management for HR teams.
• Shared inboxes enhance teamwork.
• Easy integration with Gmail.

Cons

• May not be as feature-rich as some standalone ticketing systems.
• Learning curve for users unfamiliar with collaborative email tools.
• Pricing may be a consideration for smaller teams.

Pricing

• Lite (EASY STARTER) $10/user/month
• Pro (RAPID GROWTH) $26/user/month
• Elite(HIGH VOLUME) $40/user/month

Ratings & Reviews

• G2.com: 4.8/5 ‎ 
• Capterra: 4.8/5 ‎
  

9. Intercom

Intercom is a conversational HR ticketing system that offers a chat support tool to increase sales and customer success by offering self-service, proactive chat support, pop-ups, banners, and direct access to reps.

The tool's inbox allows you to manage everything and chat with customers from any location in one central location. This platform allows organizations to automate responses and routing to enhance self-service and ensure support agents speak with the right prospects and clients.

With this platform, customers can access personalized support on their mobile devices as well as their desktops.

Key Features

• Real-time Messaging
• Customer Segmentation
• Knowledge Base
• Ticket Routing
• Team Inbox

Pros

• Live chat functionality for real-time HR support.
• Advanced communication and engagement tools.
• Integration with other business communication channels.

Cons

• Pricing may be on the higher side.
• Feature sets can be overwhelming for basic HR ticketing needs.
• Learning curve for fully utilizing all functionalities.

Pricing

• Lite $10 (user per month)
• Pro $26  (user per month)
• Elite $40 (use per month)

Ratings & Reviews

• G2.com: 4.6/5 ‎ 
• Capterra: 4.6/5
  

10. Help Scout

Help Scout is an easy-to-use ticketing system that lets organizations get their customer service teams up and running quickly. To provide delightful customer service, your helpdesk team can use Help Scout's cutting-edge features like automation and collaboration.  

Help Scout helpdesk system has the ability to categorize employees' tickets, reducing the response time and enhancing the employee experience.

Key Features

• Knowledge Base
• Email Collaboration
• Automation Workflows
• Reporting Tools
• Team Collision Detection

Pros

• Simple and intuitive interface for HR teams.
• Collaboration features enhance teamwork.
• Built-in knowledge base for HR resources.

Cons

• Limited automation compared to some competitors.
• Advanced reporting may be lacking.
• Pricing may not be as competitive for larger teams.

Pricing
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• Standard $20 per user per month (limit 25)
• Plus $40 per user per month
• Pro $65 per user per month (limit 10)

Ratings & Reviews

• G2.com: 4.4/5 ‎ 
• Capterra: 4.6/5
  

11. Hubspot

Hubspot is a modern helpdesk system that ensures that your entire team has access to a single dashboard where you can log, arrange, and track customer support tickets. As a result, your customer support team will get access to the ticket's entire correspondence history and can follow the ticket's development as it goes through troubleshooting.

Additionally, tickets are linked to customer records, making it simpler for support agents to refer to previous interactions with the business. When a customer submits a form, sends an email, or engages with live chat support, the HubSpot ticketing system automatically creates a ticket.

Key Features

• Ticket Automation
• Customer Feedback
• Knowledge Base
• Team Collaboration
• Reporting Dashboard

Pros

• Comprehensive suite of sales, marketing, and service tools.
• Integration with other HubSpot features.
• Free basic CRM and ticketing functionalities.

Cons

• Advanced features may require higher-tier plans.
• Learning curve for using the entire HubSpot ecosystem.
• May be more suitable for organizations with broader needs beyond HR.

Pricing

• Contact sales

Ratings & Reviews

• G2.com: 4.4/5 
• Capterra: 4.5/5
  

12. Spiceworks

Spiceworks is a modern helpdesk ticketing system that offers companies a variety of tools and features for managing client support requests. Depending on the needs, organizations can expand it with a wide range of support apps for jobs and procedures like inventory management, remote support, and network monitoring.  

This ticket management system is intended to help businesses increase their customer service operations' speed and effectiveness while giving customers a seamless and tailored support experience.

Key Features

• Ticket Routing
• Knowledge Base
• Customizable Forms
• IT Asset Management
• Reporting Tools

Pros

• Free, community-driven IT and HR helpdesk.
• Active user community for support and collaboration.
• Basic ticketing and inventory management features.

Cons

• Limited advanced features compared to paid solutions.
• May not scale well for larger enterprises.
• Interface may be considered less polished.

Pricing

• Individual Plan $0.00 Price per user per month
• Team Plan $0.00 Price per user per month
• Enterprise Plan $0.00 Price per user per month
• Custom Plan $0.00 Price per user per month

Ratings & Reviews

• G2.com: 4.5/5 ‎ 
• Capterra: 4.3/5
  

13. Leena.ai

Leena.ai is an AI integrated helpdesk ticket management solution available for complex, high-touch issues that demand professional support. Leena.ai helps helpdesk agents' close tickets quicker while improving an employee's ticket-raising experience.

Leena.ai ticket system recognizes the employees' tickets and intent and uses information about their roles, teams, and departments to assign it to the right helpdesk agent. Tickets are categorized with almost perfect accuracy, ensuring that none are misplaced.

Key Features

• AI-driven Automation
• Employee Self-Service
• Natural Language Processing
• HR Analytics
• Integration with HR Systems

Pros

• AI-driven HR ticketing automation.
• Integration with popular messaging platforms.
• Conversational interface for HR interactions.

Cons

• Limited customization options.
• May require additional integration for complex HR workflows.
• AI capabilities may need fine-tuning for specific use cases.

Pricing

• Contact Sales
  

Ratings & Reviews
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• G2.com: 4.5/5 ‎ 
• Capterra: 4.5/5
  

14. OTRS

Being an Open-source ticketing system for HR, OTRS ticketing enables organizations to manage user support tickets through a single, centralized platform. Businesses can easily adapt OTRS to their unique requirements by configuring workflows, developing custom fields, or setting up notifications.

OTRS is a highly flexible and adaptable platform that enables businesses to customize the software to their unique needs. Its advanced ticket management features, including creating, assigning, tracking, and escalating tickets, make this ticketing system more effective. Ticket routing and auto-replies are built-in automation features that can improve customer support operations.

Key Features

• Ticket Lifecycle Management
• Knowledge Base
• SLA Monitoring
• IT Service Management
• Customizable Forms

Pros

• Open-source HR ticketing solution.
• ITIL compliant for standardized HR processes.
• Robust ticketing and workflow capabilities.

Cons

• Steeper learning curve for setup and configuration.
• Limited out-of-the-box integrations.
• Interface design may not be as modern as some competitors.

Pricing

• Contact sales

Ratings & Reviews

• G2.com: 4.4/5 ‎
• Capterra: 4.5/5 

15. Zendesk

Zendesk helpdesk ticketing system is one of the well-known ticket management systems that help organizations establish a sizable community forum where potential clients and customers can interact, ask questions, work together to solve problems, and share solutions. Support agents can view all current and previous customer conversations in one place using Zendesk's agent workspace feature. With this feature, your agents will have greater visibility and control over what is happening.  

It also creates a help section so clients can look for solutions independently. Zendesk's intelligent ticket routing will route your tickets to the best agents.

Key Features

• Ticket Automation
• Knowledge Base
• Multi-Channel Support
• Customizable Forms
• Reporting Dashboard

Pros

• Highly customizable HR ticketing system.
• Extensive app marketplace for integrations.
• Comprehensive reporting and analytics.

Cons

• Pricing may be higher for advanced features.
• Learning curve for fully utilizing customization options.
• May be considered more suitable for larger enterprises.

Pricing

• Suite Team US$ 55 per agent/month (US$ 3.300/year for 5 agents)
• Suite Growth US$ 89 per agent/month (US$ 5.340/year for 5 agents)
• Suite Professional US$ 115 per agent/month (US$ 6.900/year for 5 agents)
• Suite Enterprise (contact sales) 

Ratings & Reviews

• G2.com: 4.3/5 ‎
• Capterra: 4.⅘
  

16. SolarWinds

SolarWinds is an advanced helpdesk ticketing system and asset-tracking tool that allows organizations to perform various support ticket management functions. Among the crucial areas where SolarWinds helpdesk assists businesses are asset management, service level agreements, and helpdesk administration. SolarWinds helpdesk has a simple, user-friendly interface that enables users to find what they need quickly and can be adjusted for mobile devices.

Its fundamental incident management system keeps the inflow of tickets in check and ensures your helpdesk support teams work effectively. It features a distinct ticketing panel with color-coded sections containing information such as the case ID, most recent status, asset type, category, service executive handling the case, and the person who submitted the ticket.

Key Features

• Ticket Routing
• IT Asset Management
• Customizable Forms
• SLA Monitoring
• Reporting Tools

Pros

• IT and HR service management platform.
• Integrated IT asset management features.
• Customizable ticketing workflows.

Cons

• Pricing may be higher compared to some competitors.
• Learning curve for non-technical users.
• May have more features than needed for smaller HR teams.

Pricing

• Essentials $39 (Per month, per technician)
• Advanced $79(Per month, per technician)
• Premier $99 (Per month, per technician)

Ratings & Reviews

• G2.com: 4.3/5 ‎
• Capterra: 4.5/5
  

17. Cflow

Cflow offers HR managers a better way to handle their employee leave requests. It is a cloud-based SaaS workflow management solution that can be tailored to meet all your HR service management needs.

This HR helpdesk ticketing system acts as a centralized point of contact for all employee requests so your employees will receive excellent support and seamless service.

It also helps HR helpdesk agents to reduce time spent on administrative tasks that don't directly impact service quality, and overall productivity. Despite this, this modern ticket management system for HR enables employees and agents to access information and resources at any time and from any location, and it's simple to customize so that they only see what they need at the right time.

Key Features

• Workflow Automation
• Customizable Forms
• SLA Management
• Reporting Dashboard
• Collaboration Features

Pros

• Workflow automation for HR ticketing processes.
• Customizable forms and templates.
• Integration with popular business applications.

Cons

• May not have as extensive third-party integrations.
• User interface design may not be as modern.
• Advanced features may require higher-tier plans.

Pricing

Happy $7 (user per month)

Joy $11 (user per month)

Bliss $16 (user per month)

Ratings & Reviews

• G2.com: 5/5 ‎ 
• Capterra: 4.9/5 ‎
  

18. ProProfs

ProProfs helpdesk ticketing is one of the best feature-rich ticketing systems that enable organizations to track all customer complaints, tickets, and bugs and lets your helpdesk agents quickly and effectively address them. It's notable features of the ProProfs helpdesk ticketing system, like child tickets, canned responses, integrations, and shared inboxes, contribute to a wonderful user experience and the speedy resolution of tickets.

With this ticketing system, support agents won't ever misplace a ticket and will always be aware of who is working on what.

Key Features

• Knowledge Base
• Ticket Automation
• Customizable Forms
• SLA Monitoring
• Reporting Tools

Pros

• Comprehensive knowledge base and HR ticketing.
• Easy-to-use interface for HR professionals.
• Affordable pricing options.

Cons

• May not have as many advanced features.
• Limited customization compared to some competitors.
• Interface design may be considered basic.

Pricing

• FREE PLAN $0.00 (single user per forever free)
• MONTHLY BILLING $29.99 (per operator per month)

Ratings & Reviews

• G2.com: 4.7/5 ‎
• Capterra: 4.8/5
  

19. Freshdesk

Freshdesk is a modern helpdesk system that allows organizations to handle user tickets via email and social media. This ticket management system efficiently turns customer inquiries into tickets, quickly assigned to front-line agents.  

With the help of the parent-child ticketing feature of the Freshdesk helpdesk, organizations can divide difficult customer requests into simpler tasks, known as child tickets and distribute them among several agents or teams. Smaller tickets can be handled concurrently, which speeds up responding to customer tickets.

Key Features

• Multi-Channel Support
• Knowledge Base
• Automation Workflows
• Customizable Forms
• Mobile Accessibility

Pros

• Intuitive interface for HR ticketing.
• Collaboration features for teamwork.
• Affordable pricing for small to mid-sized HR teams.

Cons

• Customization options may be more limited.
• Advanced features may not be as extensive.
• Learning curve for fully utilizing automation capabilities.

Pricing

• Contact sales.

Ratings & Reviews

• G2.com: 4.4/5 ‎
• Capterra: 4.5/5

20. LeadSquared Service Cloud

LeadSquared Service Cloud is an advanced help desk software seamlessly integrated with the sales CRM, offering end-to-end ticket management and omnichannel customer service.

Designed for teams of all sizes, the platform streamlines the support journey from ticket creation to resolution. It automatically collects, distributes, and prioritizes tickets from various sources, providing a holistic view of customer interactions

Key Features

• End-to-end Ticket Management
• Omnichannel Support
• Automatic Ticket Handling
• Comprehensive Customer Interaction View
• Ticket Merging
• SLA Tracking
• Task Automation

Pros

• End-to-End Ticket Management
• Automation Capabilities
• Omnichannel Support

Cons

• Limited Customization
• Complexity for New Users

Pricing

• Available upon request

Ratings & Reviews

• G2: 4.6/5

Annexure -

What is an HR Ticketing System?

An HR ticketing system is a robust software solution to handle and simplify the complex process of employee ticket management, providing real-time HR support and responding to repetitive and tedious HR-related inquiries and issues within an organization. An HR helpdesk ticketing system serves as a centralized platform that allows employees to submit their HR tickets so that the HR support agents can seamlessly track, prioritize, and handle these tickets in a structured and organized manner.

An HR ticketing system's prime goal is to increase the effectiveness and efficacy of HR processes by offering a methodical approach to problem-solving and employee support. It ensures no employee question or issue goes unanswered or unresolved, enhancing employee engagement and satisfaction.

Top benefits of an HR Ticketing System

1. Instant Issue Resolution

As mentioned earlier, a conversational AI-powered HR helpdesk ticketing software is a go-to place for employees to submit any HR-related questions or issues as a ticket. These tickets are quickly forwarded to a dedicated HR helpdesk agent for instant resolution. HR helpdesk managers can quickly address employee issues with a structured and organized process, resulting in quicker resolutions and increased employee satisfaction.

Imagine this; John is your newly onboarded remote employee. He is having trouble accessing the work policy document on a Saturday night. In this situation, he cannot call the support team. But he can submit a ticket through the HR ticketing system rather than getting lost in a sea of emails or having trouble contacting the right HR helpdesk agent. A modern HR ticketing software automatically assigns the helpdesk agent to John’s ticket, ensuring a seamless employee experience by quickly fixing the problem.

2. Enhance Employee Productivity and Agent's Efficiency

A modern HR ticketing system reduces manual work and enables HR support teams to respond to inquiries more quickly by centralizing and automating HR processes.

Consider an employee who wants more information about your dress-code policy. With a robust HR helpdesk ticketing system in place, support agents can quickly access relevant information, give precise answers, and save both parties valuable time- avoiding frustrations and confusion.

3. Personalized Employee Experience

An HR helpdesk ticketing system powered by Generative AI gives employees a quick and easy way to submit tickets and inquiries, which increases employee experience to the next level.

Imagine a situation where an employee needs to ask for time off to attend a family function. He or she can just submit a ticket through the HR ticketing system rather than sifting through numerous email threads or filling out manual forms. This seamless process guarantees a prompt response and a satisfying working environment.

4. Elevate Employee Self-Service

A modern HR ticketing system empowers employees by providing self-service options. Employees can independently access a knowledge base, FAQs, and other resources through an intuitive user interface to find solutions to their HR-related questions. As a result, HR managers or support teams have more time to devote to more strategic projects.

Consider another scenario where John wants to update his contact information in case of an emergency or address. He can log into the HR ticketing system and quickly locate a self-service portal where he can make the required updates, saving time for both him and the HR agent, instead of staying in the long queue of calls to contact a helpdesk agent directly.

5. Minimize the Ticket Processing Time

Employees using HR ticketing software will be able to submit tickets more quickly by eliminating manual processes like taking notes or typing data into spreadsheets. As a result, organizations can spend less time and money processing data due to less effective workflows.

Consider your employee has a query about the revised Health-claim policy. With an effective HR ticketing system in place, he or she can submit a ticket directly through the ticketing system, providing all the required details. HR support agents can then look into the ticket, revisit the information, and deliver a timely response, streamlining the entire process and reducing the overall time spent on manual data entry.

6. Increase Transparency and Communication

An HR service desk ticketing system makes communication between your employees and the HR support team more efficient and transparent. Through updates and notifications regarding the status of their tickets, employees are kept informed throughout the process. Likewise, HR agents can see an overview of all open and closed tickets, which makes tracking and reporting easier.

Example: Using the information collected by the HR ticketing system, an HR support agent can quickly produce reports on ticket volumes, response times, and resolution rates. This offers helpful insights for streamlining HR processes and identifies trends and areas for improvement.

7. Data-Driven Decision Making

Today, most HR helpdesk agents have access to a wealth of data and analytics- all thanks to a modern HR ticketing system. This data allows HR support agents to spot recurring problems better, monitor performance indicators, and anticipate new trends. Realizing data-driven decision-making paves the way for ongoing development and more potent HR tactics.

HR agents may identify a pattern of requests pertaining to a specific training program by reviewing ticket data. This realization motivates them to spend more money on training materials, which boosts productivity throughout the company and improves employee skills. ‎

Conclusion

Real-time employee support and personalized experience is the most critical factor in the success of an organization in this ever-evolving corporate world. Thus, investing in the best HR ticketing system is no longer a luxury; rather, it now plays a crucial role in determining your organization's future regardless of its size and industry.  

The above-mentioned HR ticketing systems are the foundation for seamless employee support, streamlining complex and time-consuming HR tasks and processes, and data-driven decision-making; they are not just tools. They provide numerous advantages, such as centralized employee communications and time-saving automation features. In my experience, investing in the right ticketing system can significantly improve HR operations and equip organizations with the tools they need to succeed.

While each ticketing software on this list has unique strengths and features, one solution stands out as a game-changer—Rezolve.ai's GenAI-powered HR helpdesk ticketing system. This next-generation ticketing solution that works right within MS Teams revolutionizes how organizations support employees and HR support teams - all thanks to its Generative AI and machine learning (ML) capabilities.  

FAQs

1. What is an HR helpdesk ticketing system?

An HR ticketing system is a modern software tool that allows the HR support desk team to address and resolve employee tickets, requests, and issues in a centralized and organized way. HR-related tickets can be automatically handled, and employees can communicate efficiently with HR support agents.  

2. What are the advantages of investing in an HR ticketing system?
An HR helpdesk ticketing system includes:

• Enhances HR support and efficiency
• Round-the-clock availability
• Real-time issue resolution
• Automates time-consuming and tedious tasks
• Elevate employee experience and satisfaction
• Streamlined communication  

3. Can a helpdesk ticketing system be customized to our business requirements?

Most HR helpdesk ticketing systems provide personalization options to fit an organization's unique needs, workflows, and processes. You can modify the system to reflect your company's branding and add features that are most effective for your HR processes.

4. Does the system for HR tickets allow for remote work?

Yes! HR ticket tracking systems are designed to support a dispersed workforce and allow remote work. No matter where they are, they offer employees a seamless platform to access HR services and quickly get assistance.

5. How does an HR ticketing system improve helpdesk agent productivity?

An HR helpdesk ticketing system improves HR agent's productivity by providing quick and efficient employee support whenever they need assistance. With a robust HR ticketing system in place, employees can easily submit their tickets and track the progress of their tickets, ensuring they receive the assistance they need promptly. Therefore, your agents will be able to focus on critical tasks instead of repetitive tickets.