Most HR teams answer the same fifteen questions over and over. Garuda Helpdesk catches them once, routes them to the right owner, and tracks every ticket end-to-end — on web, mobile, WhatsApp.
Multiply that by four hundred employees, then by every question type — salary slip, leave balance, insurance card, ID-card replacement, address change, document copy, asset issue, gate-pass — and an HR team of three is drowning in WhatsApp by week two.
Garuda Helpdesk gives each of those a category, a default owner, an SLA, and a paper trail. Employees raise a ticket; the right human gets pinged; everyone can see status without asking again.
Defaults shipped on day one
From the app, the web, or by reply-emailing the HR mailbox. Subject becomes ticket title; attachments come along.
Category sets default owner. Round-robin within a team if owner unset. Priority bumps to manager on SLA breach.
Public & private comments, attachments, status moves (Open / In Progress / Waiting / Resolved).
Resolution notification with one-tap "Mark resolved" or "Reopen". Auto-close after 5 days of inactivity.
Public replies go to the employee; private notes stay between owners. Markdown supported.
PDFs, screenshots, photos — up to 25 MB each. Stored encrypted at rest.
Add CCs, transfer ownership, escalate to manager. Original requester sees every change.
Save common responses ("Submit Form 12BB by 31 Jan"); insert in one tap, edit before sending.
First-response and resolution clocks per category. Breach auto-pings the next escalation level.
A leave-balance ticket is one-click from the employee's leave record. A payslip ticket links to the specific payroll run.
From the mobile app or web: pick a category, type your question, attach a photo if needed. The ticket lands with the right owner in seconds. Every reply pings the employee — in-app, push notification, or email — based on their preference.
A typical week
#1247 · Salary slip not received
Resolved by HR · 2h response · 4h resolution
#1252 · ID card lost — need replacement
Assigned to Admin · waiting for photo
#1258 · Laptop slow after recent update
In progress · IT team
Which questions hit hardest each month. Tells you where to add self-service content or fix a process.
First-response and resolution times per team, per category, per month. Lights up bottlenecks.
Same employee, same category, same month. Surfaces an unresolved problem dressed as five small ones.
Tickets per owner, average resolution time. Spots burnout before it lands on HR's desk.
Closing rating + free-text feedback. Roll up by team or by HR-business-partner.
Week-on-week and month-on-month. Spot a spike before it becomes a town-hall question.
Helpdesk is shipped and live. Raise a ticket as an employee; resolve it as HR; check the reporting; see how the WhatsApp opt-in feels.