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Answer every employee query on time.

Give employees one place to raise HR questions, triage tickets by priority and SLA, collaborate with private notes, and keep everyone informed with company announcements.

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  • Priority-based SLAs
  • Private internal notes
  • Announcements
Features

What you can do with Helpdesk & Engagement.

Employee tickets with priority SLAs, internal notes and company announcements.

01

Triage queue

Filter tickets by status, priority and category: open, assigned, in progress, waiting on employee, escalated, resolved and closed.

02

SLAs by priority

Urgent (4 hours), high (24 hours), medium (48 hours) and low (72 hours) response targets.

03

Replies & internal notes

Reply to the employee or add private notes for your HR team in the same conversation.

04

Macro responses

Answer common questions quickly with saved replies.

05

Analytics & audit trail

SLA performance metrics and a complete activity history for every ticket.

06

Announcements

Publish company-wide communications, keep drafts and archive old posts.

Why it matters

A helpdesk built for HR, not IT.

Employees get clear answers and HR gets a structured, measurable way to support them.

  • Clear SLAs from 4 to 72 hours by priority
  • Private notes keep internal discussion internal
  • Full audit trail for every ticket
  • Announcements for company-wide updates
How it works

Helpdesk & Engagement, step by step.

  1. 1

    Raise

    Employees submit a ticket from self-service.

  2. 2

    Triage

    HR sets priority, category and owner.

  3. 3

    Resolve

    Reply publicly or collaborate in private notes.

  4. 4

    Measure

    Track SLA performance over time.

FAQ

Helpdesk & Engagement questions, answered.

How are tickets prioritised?

Tickets have urgent, high, medium or low priority, each with its own SLA.

Can HR discuss a ticket privately?

Yes. Internal notes are visible only to your HR team.

Can we send company announcements?

Yes. Create, publish and archive announcements for the whole company.

More in Sapiens

Explore other Sapiens modules.

Every module shares the same employee record, so they work together from day one.

Alumni ManagementAlumni portal access, service tickets and boomerang rehiring for former employees. Core HREmployee and intern records, documents, letters, policies, holidays and assets. RecruitmentJob requisitions, approvals, openings and hiring goals. Onboarding & OffboardingJoining checklists and buddies, exit workflows and full-and-final settlement. Attendance & TimeAttendance records, late marks, regularisation and biometric devices. Leave ManagementLeave requests, approvals and employee self-service. PayrollPayroll runs, approvals, schedules, payslips and reimbursement claims. Tax & StatutoryTax declarations and proofs, regime comparison, TDS projection, Form 16, EPF, ESI and PT. Performance & GoalsIndividual and team goals, OKRs and review cycles. Learning & DevelopmentTraining programs, sessions, certificates, budgets and skill gaps. HR AnalyticsWorkforce dashboards, KPI metrics and reports. Security & Data GovernanceAccess logs, data requests, retention, audit integrity, roles and backups.

See Helpdesk & Engagement in action.

Book a free Sapiens demo and we will walk you through helpdesk & engagement using scenarios from your business.

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