An HR helpdesk instead of an overflowing inbox

Excel and manual process vs PeopleVio

Ticket categories built for HR

Most employee questions fall into a handful of areas, and PeopleVio's helpdesk uses categories that match them: payroll and salary, leave and attendance, documents and letters, tax and PF, IT and assets, and policy questions. Each ticket also has a priority — low, normal or high — so urgent issues like a missing salary stand out from routine requests.

Categories make it easy for HR to see where questions are coming from. A spike in payroll tickets after salary day, for example, usually points to something on the payslip worth explaining once for everyone.

The ticket lifecycle

Every ticket moves through the same stages. It starts as open when the employee raises it. When HR picks it up, it moves to in progress, and HR and the employee reply on the ticket itself. When HR has answered, it's marked resolved.

The employee can close a resolved ticket, or reopen it by replying if the answer didn't solve the problem. Closed tickets are final and stay on record. Because the whole conversation lives on the ticket, anyone in HR can pick up where a colleague left off.

• Open — raised by the employee
• In progress — HR has picked it up
• Resolved — HR has answered; the employee can reply to reopen
• Closed — final, kept on record

Fewer tickets through self-service

The best helpdesk ticket is the one nobody needs to raise. In PeopleVio, employees can already download their payslips and Form 16, see their leave balance, check their attendance calendar, submit tax declarations and see which assets are assigned to them — the things that make up most HR questions.

That leaves the helpdesk for questions that genuinely need HR, and gives HR the time to answer them properly.

Announcements and surveys

When the same question comes up again and again, answer it once. Company announcements appear on every employee's dashboard, making them the right place for policy changes, holiday updates and payroll notices.

To find out what employees think, PeopleVio's engagement surveys support rating, multiple-choice and free-text questions. Anonymous surveys never store who answered and only show results once at least three people have responded — so people can be honest.

When a company needs an HR helpdesk

In a team of 15, employees can walk up to the person who handles HR. Somewhere between 30 and 50 people, that stops working: questions arrive by email, WhatsApp, phone and in person, HR can't keep track of what's been answered, and employees chase the same question several times.

That's the point to introduce a helpdesk. It doesn't need to be complicated — a ticket with a category, a priority and a conversation is enough for most companies. The change for employees is simple: instead of messaging HR, they raise a ticket in the portal they already use for leave and payslips, and they can see when it's being handled.

Getting the most from your helpdesk

A helpdesk works best with a few simple habits from the HR team.

• Ask employees to use tickets for every HR request, and reply to chat questions with a link to raise one
• Pick up new tickets daily so they don't sit as open
• Use priority honestly — salary and statutory issues first
• Answer common questions once, in an announcement
• Review categories each month to spot recurring problems
• Close the loop: mark tickets resolved only when the question is answered

Typical HR questions and where they're answered

Look at any HR inbox and the same questions come up every month: why is my salary lower, how many leave days do I have, can I get my Form 16, when will my expense be paid, how do I change my bank account. In PeopleVio, most of these already have an answer in self-service — the payslip shows loss-of-pay days and deductions, the leave balance is on the leave page, Form 16 is downloadable, expense claims show their status, and bank changes are a profile change request.

That changes what reaches the helpdesk. Instead of hundreds of simple lookups, HR gets the questions that genuinely need a person — a policy interpretation, a salary correction, a document that isn't in the system — and can answer them properly.

Privacy and access

Employee questions often involve personal or sensitive information: salary, health, family circumstances, disputes. A shared HR email inbox exposes all of that to everyone who can read it. In PeopleVio, access to the helpdesk is controlled by roles, so only the people you choose in HR can see and handle tickets, and each employee only sees their own.

Every company's data is isolated at the database level, and the conversation stays on the ticket rather than spreading across personal chat apps — which also means it's still available when the HR person who handled it moves on.

Setting up the helpdesk

There's very little to configure. Once the helpdesk module is switched on for your company, decide who in HR will handle tickets and give them the right role. Then tell employees that HR requests now go through the portal — an announcement on the dashboard is the simplest way.

For the first few weeks, when an employee asks a question by email or chat, reply with a gentle reminder to raise a ticket. Habits change quickly once employees see that tickets get answered faster than messages. Within a month or two, most companies find nearly all HR queries arrive as tickets, with a clear record of each one.

Helpdesk vs a shared HR inbox

A shared inbox seems simpler, but it has no way to show what's open, who's handling it or whether it was resolved. Emails get answered twice or not at all, follow-ups arrive in new threads, and when someone leaves the HR team, their history goes with them.

A helpdesk gives every query a status, a category, a priority and a single conversation. HR can see what's waiting at a glance, employees can see their request is being handled, and the record stays with the company. For HR teams handling more than a few queries a day, the difference is immediate.

HR helpdesk software price in India

PeopleVio is priced per active employee per month, starting at ₹59 on monthly billing or ₹49 billed annually, with lower rates for larger teams. Here's what a typical team pays each month:

Prices exclude GST. See the pricing page for every tier.