HR & Workforce · Help Desk
Employee help desk & support that resolves queries faster.
Empower your people with instant support. A multi-channel help desk with AI-powered ticketing, live chat and a self-service knowledge base — resolve queries faster and improve employee satisfaction across your care service.
Complete help desk solution
Everything you need for exceptional employee support.
From ticketing to knowledge management, it all lives in one platform — so every query reaches the right person and gets resolved quickly.
Smart ticketing system
Auto-categorise and route tickets to the right team, with AI-powered priority assignment.
Live chat support
Real-time chat with employees, plus a chatbot for instant answers to common queries.
Knowledge base
Self-service portal with FAQs, guides and video tutorials.
SLA management
Track and meet service level agreements, with auto-escalation for breaches.
Multi-channel support
Email, chat, phone and messaging — all in one unified inbox.
Analytics & reports
Track resolution times, agent performance and employee satisfaction.
Intelligent ticketing
Smart ticket management, from raised to resolved.
Auto-categorisation, priority assignment and intelligent routing ensure every query reaches the right person and gets resolved quickly.
Auto-categorisation
AI categorises tickets based on their content.
Smart assignment
Route to the best available agent automatically.
SLA tracking
Monitor and meet service level agreements.
Auto-escalation
Escalate overdue tickets automatically.
Ticket workflow
Created
Employee submits a ticket
Assigned
Auto-routed to an agent
In progress
Agent working on resolution
Resolved
Solution provided
Closed
Employee confirms resolution
70% resolved on first contact
Support categories & performance
Organised support across every department.
Track performance by category and identify areas for improvement, so no query slips through the cracks.
IT support
HR queries
Admin services
Finance
SLA management & escalation
Service levels defined, breaches escalated automatically.
Define service level agreements for different ticket priorities and auto-escalate breaches to ensure timely resolution.
| Priority | Response time | Resolution time | Escalation | Status |
|---|---|---|---|---|
Critical | 30 mins | 2 hours | Immediate | Active |
High | 2 hours | 8 hours | After 4 hours | Active |
Medium | 4 hours | 24 hours | After 12 hours | Active |
Low | 8 hours | 48 hours | After 24 hours | Active |
Support channels
24/7
Live chat
9am - 9pm
Phone
9am - 6pm
Messaging
24/7
Self-service
24/7
Mobile app
24/7
Unified inbox
All channels in one dashboard. Never miss a query.
Multi-channel support
Meet employees on the channel they prefer.
Provide support through email, chat, phone or messaging — with every conversation captured in one unified inbox.
Channel features
- Omnichannel routing to the best agent
- Context preserved across channels
- Automatic ticket creation from all channels
- Real-time translation for multiple languages
Popular integrations
Self-service knowledge base
Help employees find answers instantly.
Reduce ticket volume by up to 40% with a comprehensive self-service portal.
Knowledge base features
Article management
Create, organise and update help articles with rich-media support.
Smart search
AI-powered search with suggestions and auto-complete.
Interactive guides
Step-by-step tutorials with screenshots and videos.
Article rating
Collect feedback to improve content quality.
Popular articles
AI-powered automation
Cut manual work by up to 60%.
Let AI handle routine tasks while your agents focus on the complex issues that need a human.
Auto-assignment
Route tickets based on category, skill and workload.
40% faster assignmentSmart suggestions
AI suggests solutions from the knowledge base.
30% faster resolutionAuto-escalation
Escalate breached SLAs automatically.
100% SLA complianceCanned responses
Template responses for common queries.
50% reduction in response timeAI chatbot assistant
- Answers 80% of common queries instantly
- Available 24/7 in multiple languages
- Learns from interactions continuously
- Seamless handoff to human agents
Chatbot performance
Help desk analytics
Track performance and keep improving.
Identify trends and continuously improve your support operations with detailed analytics.
Agent performance
Quick reports
On the go
Support in your pocket.
Employees can raise tickets and agents can resolve them from mobile — the complete help desk, wherever your team is working.
Raise tickets
Submit requests instantly
Track status
Real-time ticket updates
Live chat
Chat with support agents
Knowledge base
Search articles on the go
Push notifications
Never miss an update
Offline mode
Submit when connected
Voice support
Call support directly
Agent dashboard
Resolve tickets from mobile
Ready when you are
Ready to improve employee support?
Deliver faster, structured employee support with a centralised help desk — smart ticketing, SLAs, self-service and analytics in one place.