Why You Need One Internal Ticketing Solution That Works for HR and IT

Catherine Tansey
October 25, 2022
internal ticketing tool, help desk, internal ticketing, HR, IT, IT ticketing, HR help desk

From pay raises, PTO requests, adjustments to tax withholdings, changes to availability, and more, HR is responsible for a majority of requests across the employee lifecycle.

But while HR is often the go-to party, they usually aren’t the only ones needed to solve the issue. HR routinely works hand-in-hand with IT and other departments to resolve employee requests efficiently.

Related resources: How Internal Ticketing Makes the HR Manager’s Job Easier

For example, while HR heads up onboarding, it’s IT that handles setting up computers and email, and granting access to networks, platforms, and portals. HR owns performance management and employee surveying, but IT steps in when employees forget log-in credentials and can’t complete their reviews.

Companies need a single, flexible internal ticketing tool that puts HR and IT on the same page to ensure no employee request goes unsolved.

Let’s look a little closer at what an internal ticketing system is, why you need one, and the benefits of streamlining requests in a single place.

Why using one internal ticketing platform across departments makes it easier to resolve employee requests 

First, let’s define what an internal ticketing platform is used for: 

Internal ticketing software is another word for a help desk solution that centralizes employee requests in a single place. 

This is similar to the tools used by customers to create tickets that are handled by Customer Support team members—only this type of ticketing is internal, meaning all tickets created are done so by members of your own company.

In an ideal situation, ticketing platforms make it easy to prioritize and resolve requests. In reality, that’s not always the case. 

Ticketing software often routes the requests to a single help desk or function, then relies on team members to manually send requests to the appropriate party, like IT, HR, or facilities management. Or, teams rely on multiple ticketing products for various departments, and end up with a ticketing tool for IT requests, a separate help desk for HR or facilities issues, and so on.

This equals slower response times, or worse, a backlog of unanswered requests. And, it makes it difficult to solve problems that involve multiple orgs (like onboarding processes that involve both HR and IT teams). 

To fix these issues, companies need a single ticketing solution that works across functions to quickly and efficiently resolve employee needs and requests.

Related resources: How a Workplace Ticketing System Can Streamline Your Office Management

4 reasons why you need a ticketing solution that works for IT, HR, and other orgs within your company:

1. Resolving employee requests or issues usually involves more than one party 

Whether it’s help gaining access to Slack channels or requesting an accommodation to the physical workspace, employee requests often span multiple departments, like HR, IT, and facilities management. 

Without a centralized ticketing tool in place, team members are left passing the baton between departments, trying to solve the problem. When this process is handled manually, it takes longer, requests are more likely to slip through the cracks, and everything becomes more cumbersome.

2. Internal ticketing tools that fail to streamline across departments create more work 

Companies often rely on shared inboxes to handle employee needs, rather than using an internal ticketing tool. While it’s a workaround that can get the job done, shared inboxes are challenging to keep organized and make it hard to ensure accountability for requests. 

What often happens is that lighter-lift employee issues are handled immediately, but more complex problems are passed over again and again. This stalls employee productivity and work until the request is handled, which can hurt the employee’s engagement and overall confidence in the company.  

And, when complex requests are handled, it’s a manual process of sifting through emails, Slack messages, and so on to get the full scope of the problem and provide a solution. In short: More hassle and more work for everyone.

3. Using one centralized help desk makes it easier to prioritize and gather the info needed to resolve an issue

The best ticketing tools pull all the necessary information into a single place. Rather than following the trail of employee requests via one-off Slacks and emails, HR, IT, and any other relevant teams can view everything through a single dashboard. 

Administrators can design tickets that prompt employees to provide all the pertinent information, as well as rate the importance of their need on a scale to better prioritize. This streamlines the process of resolving issues, as the request gets routed to the right place, the ticket includes all of the necessary information, and the system understands which tickets are priority. 

4. Everyone knows exactly where to submit requests—no matter who is responsible for resolving them 

Having one location for all internal requests makes everyone’s life easier. 

Your employees no longer have to log into various tools to submit a ticket, send emails and Slack messages, figure out who is responsible for what, or chase down the right person when they come into the office. 

They can submit any requests in one place, and trust that they’ll be routed to the right person or department. And, they can check the status of a ticket easily, meaning less time spent following up to see when they’ll get access to that one tool, whether or not IT has ordered them a new laptop, and so on. 

Related resources: How Integrations Help You Build a Cohesive Workplace Management Toolkit

For HR and IT teams, handling employee requests is a never-ending part of the job—so it’s important to have a process that makes this easier, not harder or more confusing and time-consuming. And, your internal help desk or ticketing tool should act as a solution, not create more headache.

Using a flexible platform that works across departments creates a one-stop shop for submitting and resolving issues and requests, making things easier for everyone at your company.

If you’d like to learn more about Eden’s internal ticketing tool and see if it’s right for your team, click the demo button below.

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