HR help cases
Staff ask HR questions as private cases, with categories, due times and help articles.
HR help is on the Business plan, and in the free trial. Go to HR help.
Ask a question
Anyone can open a case with a subject and a category. A case is private to the person who opened it and those handling it, unless HR opens it up.
Handle a case
HR sees open cases on one list. Assign a case, reply, or add a note that the person can't see. A case is open, waiting, resolved or closed. Once it is resolved, the person can rate the help they got.
Categories
A new business starts with these categories and reply times:
| Category | Reply within |
|---|---|
| Payroll question | 24 hours |
| Leave and attendance | 24 hours |
| Documents and letters | 48 hours |
| IT and access | 8 hours |
| Something else | 72 hours |
Change them in Settings. Each category can have someone who answers it and someone a late case goes up to.
Help articles
Write short articles for the questions you get most, so people can find answers themselves. An article is live or hidden.
HR help and Ellibo Helpdesk
HR help is for your own staff. Ellibo Helpdesk is for your customers. They are separate.