FlexiDesk
HR helpdesk & ticketing
Every HR team has a shadow queue — WhatsApp messages, hallway conversations, forwarded emails — that carries the same volume as a proper helpdesk but with none of the tooling. FlexiDesk replaces the shadow queue with a real one.
Employee queries in WhatsApp to the HR Manager's personal phone. IT tickets in a shared Gmail inbox. Grievances that never got a formal record. FlexiDesk turns all of it into tracked tickets with SLA timers, escalations, and threaded comments — so the volume stays manageable and the resolution is auditable.
What FlexiDesk does.
FlexiDesk is the HR and IT helpdesk inside Flexi HRMS — tickets, SLAs, escalation, threaded comments, and a proper audit trail for every employee query, IT request, and grievance.
Categorised tickets — HR queries, IT requests, payroll questions, grievances — routed to the right queue and owner.
Response and resolution SLAs per category with escalation rules. Ageing reports visible to team leads.
Full conversation history per ticket, with attachments, tagged colleagues, and internal-only notes separate from employee-facing replies.
Stuck tickets escalate automatically; reassignments preserve history; handovers do not drop context.
Deflect volume with a searchable knowledge base integrated into ESS — employees find the answer before raising the ticket.
Confidential grievance tickets with restricted access, anonymised summaries, and appropriate audit preservation.
A FlexiDesk cycle, end to end.
- 1Raise
Employee raises a ticket via ESS, MobileEdge, or email-to-ticket; category and priority captured.
- 2Route
FlexiDesk assigns to the right queue and owner based on category, with SLA clock started.
- 3Resolve
Owner works the ticket, converses with the employee, loops in colleagues, and closes with resolution notes.
- 4Report
SLA achievement, volume trends, and category analysis surface in Insight360 — with ticket audit preserved in Audit Trail.
FlexiDesk shares data with these modules.
No data re-entry. No broken integrations. One platform, one data model.