HR help desk software: a private queue for people questions
Payroll queries, leave requests, benefits questions, new-starter paperwork and the occasional complaint all arrive in an HR inbox today, where they are answered twice or not at all. QuerySolv turns that inbox into an HR ticketing system with an owner, a clock and a history for every request, on a server inside your own network.
- HR is a department of its own in the installation, with its own mailbox, its own request forms and its own agents. Agents in other departments, IT included, cannot see HR tickets.
- Employees need no account. They e-mail the HR address or fill in a form, get a ticket number, and follow the request from any browser.
- Service levels per request type, an internal knowledge base for HR's own procedures, and reports on what people ask and how long answers take.
- Everything stays on your own Windows server. Licensed once per installation; HR can share the installation with IT and facilities or have one of its own.
Why a shared inbox fails HR in particular
Confidentiality by accident
An inbox has one level of access: everyone in HR sees everything, and a forwarded thread leaves the department with its whole history attached.
No clock
"I asked about my pension three weeks ago" is a sentence that only happens when nothing is counting. A ticket counts.
No record
When the question is "what did we tell this employee, and when?", the honest answer has to be in a system, not in someone's Sent folder.
How an HR desk is set up in QuerySolv
| The moment | What happens | Where you see it |
|---|---|---|
| An employee e-mails hr@ or fills in the leave-request form | A ticket is created in the HR department with the form's fields, and an acknowledgment goes back by e-mail | The HR queue; the employee's portal view with the ticket number |
| The request needs a manager's approval | The agent uses the needs-approval reply, puts the ticket on hold, and the history shows who was asked | The ticket's status and notes; the employee's view |
| A key account question arrives from the finance director | The SLA rule for the senior-staff form field picks a shorter agreement; a countdown starts on the ticket | The HR dashboard, the Due filter, a breach alert to the assignee if it is missed |
| Someone in IT searches the ticket history | Nothing from HR appears. Agents see only the departments they belong to, in the queue, in search and in reports | Nowhere, which is the point |
| The employee leaves | Their tickets stay on the record. Tickets are never deleted; disabled departments and agents are kept for history | The audit trail on every ticket |
The features HR actually uses
Forms shaped by HR
Each department designs its own request forms: a leave request, a change of address, a benefits question, an onboarding checklist for managers.
Two knowledge bases in one
Public articles answer the questions everyone asks ("how do I book leave?"). Internal articles hold HR's own procedures and are visible only to HR agents.
Consistent answers
Shared predefined replies keep policy answers identical whoever sends them. Optional AI drafts, with your own provider, are grounded in those articles and always reviewed.
What people ask
The Demand & Forecasting and Issues to Address reports show which questions repeat, which is the list of articles and forms to write next.
One installation for HR, IT and facilities, or one each
Shared installation
- One service, one portal, one license. Each department has its own mailbox, forms, SLA rules and agents.
- Employees find every internal desk at one address. A request sent to the wrong department is moved, not re-raised.
- Permissions are per agent, per department. HR agents see HR; IT agents see IT; an administrator decides who sees both.
Separate installation
- Some organizations want HR's data on a server the IT help desk never touches. A second installation with its own database and its own license does that.
- Either way the data stays inside your network. The service fetches nothing from the internet to render a page, and what it sends us is short and listed on the security page.
Things to know before you rely on it
- Tickets are never deleted and nobody can remove one. That is the audit trail HR wants, and it is also a retention fact to put in your records policy.
- Service levels, live chat and Active Directory sign-in for agents are Professional edition features. The Free edition runs a two-agent HR desk on e-mail and forms.
- It is a help desk, not an HR information system: no employee records, payroll or leave balances. It records requests and answers, and links to the systems that hold the rest.
- The server side is Windows only. Employees need nothing but a browser or an e-mail client. The limits page has the full list.
Give HR its own queue this week
Download the installer, create an HR department, and point the HR mailbox at it. The trial runs for 30 days with every Professional feature and unlimited agents.
Download Installer with Free Trial