HR Help Desk - Categories

HR Help Desk - Categories

HR Help Desk Categories are divisions under which queries can be categorized. Zoho People provides the following default categories, and additional ones can be added based on your organizational needs:

General Queries: When enabled, this category allows employees to view and submit queries related to general topics. You can customize the General Queries category based on your organizational preferences.

Ask Your Manager: This category is disabled by default. When enabled, it allows employees to raise queries that will be directed to their reporting manager for resolution.

Idea
For each case category, you can:
  1. Assign agents to handle cases specific to that category.
  2. Create subcategories to further divide the main category and allocate dedicated agents.
  3. Include references related to the case category.
  4. Add FAQs related to the category.
  5. Set up SLA for the category.

Add HR Help Desk Category

To add a HR Help Desk category:
  1. From your home page, go to Settings > HR Help Desk > Preferences > Categories and click Add Category.




  2. Select the icon for the HR Help Desk category.



  3. Enter the name and short description for the category.
  4. Select locations for which this category will be applicable.
Info
All locations is selected by default
  1. Select the Agent who can manage HR Help Desk in this category.
Idea
Any of your employee can be added as agents. Additionally, you can create user groups and assign them to a category.
  1. Click Add.
    The category will be added and saved as draft. After adding a category, the category setup page appears.

Set Up and Enable HR Help Desk Category

Once the category is added, you can set up advanced options and enable it. 

To set up a HR Help Desk category:
  1. Go to Settings > HR Help Desk > Preferences.
  2. In the Categories section, click on the category and set up the following sections
Idea
You can find the categories that are saved as drafts by scrolling in the category section

Setup

In the setup section:
  1. Edit category name if required
  2. Enter the Prefix
Info
Prefix are added to HR Help Desk request numbers. For example, the HR Help Desk request number will be displayed as TR00001 for the custom prefix TR.
  1. Enter the display description and detailed description


  2. Assign category administrator if required.
Info
Category administrators can edit and configure HR Help Desk categories.
  1. Enable Mandate category administrators to manage case assignments to direct all new HR Help Desk requests (cases) to the Unmanaged Cases tab, where category administrators can assign them to agents. Unmanaged cases can be found under HR Help Desk > Agents > Unmanaged Cases.
  2. To make category to be handled based on location, add agents based on locations in the agents section.
    HR Help Desk request raised by employees in particular locations will be directed to the corresponding location-based agents.
  3. Click Next.


Agents

Add agents who can handle cases in this category
  1. Click Add Agent.
  2. Select the location for which the selected agent will be managing the cases.
Info
Agents assigned to a specific location can only handle cases raised by employees from that location.
  1. Select the specific employee or user groups from the dropdown.
  2. Click Add.
    The selected employees or user groups will be added to this HR Help Desk category as agents.
  3. Click Next.

Subcategories

Subcategories are divisions within each category. Add subcategories and assign dedicated agents to manage HR Help Desk cases submitted in subcategories.
Info
In 'Travel' case category, 'Domestic' and 'International' can be case subcategories
  1. Click Add Subcategory.
  2. Enter a subcategory name.
  3. Select agent who can manage cases on this subcategory.
  4. Enable mandate subcategory selection.
    This direct the cases raised on specific subcategory category to corresponding agent.

References

Add references, such as documents and URLs, which can be used as an informative guide for this category. You can assign locations to these references to make them accessible to selected locations.
  1. You can upload the reference from:
    1. Desktop
    2. Zoho Workdrive
    3. Cloud services (Google drive, Dropbox, OneDrive, Box or Evernote)
  2. You can add website link using URL option.



FAQ

Add frequently asked questions that are related to this category.
  1. Click Add FAQ.
  2. Add frequently asked question with answers, tags and attachments.
  3. Click Submit.
    The question will be added to the FAQ section of this category, which can be referred before submitting a case request.
  4. Add more questions by repeating the steps.


SLA

Add SLAs to ensure timely action on case resolution and to automate case escalation. Multiple SLAs can be created for a particular category. The right SLA will be triggered automatically based on criteria and priority.

To add SLA for a category:
  1. Click Add SLA.
  2. Enter the name and description for the SLA.
  3. Set criteria based on the System Fields or Case details.



  4. Add conditions
  5. Set Criteria patter with logics And or OR

  6. Set the conditions for the first level of escalation for the category
    1. Enter the Closure time in days, hours or minutes for closing the case.
    2. Select Calendar Days or Business Days under Operational Days.
      Calendar day refers to all the days of the week while Business day refers to the organization's official working days. 
    3. Enable the Reminder email toggle button if you want an email to be sent.
      If Reminder email is enabled, enter the time at which notification must be sent.


  7. Add additional escalation level if required.
  8. Click Add
  9. You can enable or disable SLA upon adding.


InfoHover over the SLA to clone the SLA and create new one, to delete SLA click on the Delete icon.

Enable or Disable the Category

To enable or disable a case category, disabling the HR Help Desk category will restrict your employees from submitting a case in that category.
  1. Go to Settings > View all > Cases > Preferences > Categories.
  2. Click on the toggle button to enable or disable a category.



  3. You can also enable or disable category by clicking on it and using Enable or Disable button.




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