HR Help Desk - Operations
What is HR Help Desk Operations in Zoho People?
HR Help Desk in operations is where admins and agents handle employee case requests. It lets them view, assign, and resolve cases from one place. You can also add a case for another user under the categories tab.
Earlier, the Agents tab was part of the HR Help Desk user service. It has now been moved entirely under HR Help Desk Operations.
Here’s how the HR Help Desk will appear when you first access the Operations tab. It displays the default landing page that highlights its key features and actions you can perform from this space.
General flow of activities in HR Help Desk requests
- A case or query is raised with respect to a category by employees in your organization.
- An individual user/group/department under the category picks up the case and works on it as 'Agents.'
- The agent starts working on the case if it is assigned to an individual user. If it's assigned to a group/department, the group/department head can assign the case to a user who belongs to the group/department or the user can pick up a case assigned to their group or department.
- The agent can add comments to discuss the case.
- Agents can add and assign tasks to themselves or their reportees. Admin can assign tasks to any user in the organization.
- Once the case is completed, the status is changed.
HR Help Desk Operations tab
- My cases: All the cases for which the user is assigned as the agent will be shown.
- Open cases: All cases with an Open or In-Progress status will be shown.
- Escalated cases: Cases that are escalated based on the defined SLA will be shown here.
- Unpicked: All cases that are yet to be assigned to an agent by the category admin will be shown.
- All cases: The admin will be able to view all the cases listed.
All cases in which the user has been @mentioned will be shown in the watchlist, for more information, refer to Cases - Watchlist.
Case Assignment
A category admin can assign or unassign an agent to any case raised within the category to which they are assigned as administrator.
To assign an agent to a case:
- From the home page, go to Operations > HR Help Desk > Unpicked Cases.
- Click on the case you want to assign an agent to.
- Under the Assigned To tab, search and select the agent you want to assign the case to.
Unassigning from a Case
If you (Agents or Admins) are mistakenly assigned to a case or need to leave for whatever reason, you can unassign yourself from it.
- From the home page, go to Operations > HR Help Desk > All Cases.
- Click on the case you want to unassign the agent from.
- Click on the ellipsis icon in the top-right corner.
- Select Unassign. The agent will no longer be associated with the case.
Resolving a Case
Once the agent has been assigned to a case, they can resolve it by providing their feedback on the case.
To resolve a case request:
- From home page, go to Operations > HR Help Desk > My Cases or Escalated Cases tab and locate the case that is assigned to you.
- To filter a case based on status, click on:
- Open: Displays the cases with open status.
- In Progress: Displays the case that is in In-progress status.
- Pending: Displays the case that is in pending status.
- On hold: Displays the case that is on hold.
- Click on the case to view details and resolve.
- Write a comment in the comment section to answer the query.
- In the comment section you can do the following actions:
- Add a comment about the query and format it.
- Add a link and attach files as a reference to resolve the query.
- Add FAQ and attach FAQ. - The right side section allows you to change case status, set priority, and change agent.
- Once you have provided the necessary information about the query, click Submit. The requestor will receive the notification about your comment.
- You can submit the case request with a change in status by clicking the drop-down as shown in the below image.
Adding and Attaching a FAQ
When responding to a question, the agent or the admin can use existing FAQs or create new ones to supplement their response.
To attach an existing FAQ to your response:
- Go to Operations > HR Help Desk.
- Select the case that you are handling under All Requests, My Requests, or Unassigned.
- In the comments space, click Attach FAQ.
- Click Attach on the relevant FAQ. The FAQ will be added to your comment section.
- Click Submit.
- The requestor can click on the FAQ to learn about the FAQ.
To add a new FAQ
- Go to Operations > HR Help Desk.
- Select the case that you are handling under All Requests, My Requests, or Unassigned.
- In the comments space, click Add FAQ.
- Enter the FAQ question and answer.
- Add tags relevant to the FAQ.
- Attach references to the FAQ.
- Click Save: This option adds the FAQ to the FAQ section of the Categories tab
- Click Save and Attach: This option adds the FAQ to the FAQ section of the Categories tab and attaches it to this case request.
Categories
Here you can submit a query for other users in any specific category.
To submit a request:
- From the home page, navigate to Operations > HR Help Desk > Categories.
- Click Ask Case for User in the appropriate category for your query.
- Select the requestor for whom you're raising the query, or raise it on their behalf if needed.
- Select the appropriate subcategory from the dropdown.
- Set the priority level of your case request.
- Enter the subject line of your query.
- Enter the message of your query in the description section.
- Attach any supporting documents for the query in the attachments section.
- Click Submit. Your request will be submitted and assigned to the respective agent.
- To find the status of your case request, navigate to My request tab.
- You can click on the case to find answers to your query and use the reply option to enquire about additional details or have a conversation with the agent.
- Upon closure, a feedback request notification will be sent to your email address, where you can provide feedback on the agent who resolved your query.
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