{ "@context": "https://schema.org", "@type": "HowTo", "name": "How to automate an AI-powered HR helpdesk", "description": "Use this workflow to collect employee support requests, assess their severity with AI, escalate critical issues, route non-urgent enquiries to the correct department, and keep employees and internal teams updated automatically.", "step": [ { "@type": "HowToStep", "position": 1, "name": "Submit a support request", "text": "Employees complete a support form describing their request, such as an HR enquiry, payroll issue, or IT support need." }, { "@type": "HowToStep", "position": 2, "name": "Determine the request severity", "text": "AI analyses the nature of the request and assigns a severity level. Critical issues are immediately escalated to the appropriate team." }, { "@type": "HowToStep", "position": 3, "name": "Handle critical requests", "text": "Urgent requests are sent directly to the relevant team by email and internal communication tools such as Slack or Microsoft Teams." }, { "@type": "HowToStep", "position": 4, "name": "Route non-critical requests", "text": "For non-critical requests, AI analyses the details, identifies the most relevant department, and forwards the enquiry to the correct team, such as HR, IT, or payroll." }, { "@type": "HowToStep", "position": 5, "name": "Send automated updates", "text": "Employees and relevant teams receive notifications throughout the process so they can track the request status without manual follow-up." } ]
}
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Enhance your employee experience with AI-powered helpdesks
Once employees submit a request, they shouldn't have to chase updates or wonder if it’s been seen. Our AI-powered HR helpdesk template ensures every enquiry is instantly categorised, prioritised, and sent to the right team. Whether it’s payroll, IT, or HR, requests are handled efficiently with automated updates keeping employees informed. By integrating seamlessly with existing systems, this template eliminates bottlenecks and ensures a smoother, frustration-free support experience.
How it works:
Submitting a request: Employees fill out a simple support form detailing their request. This could be for HR-related queries, payroll issues, or IT assistance for example.
Determining severity: AI assesses the nature of the request to determine its severity. For example, a payroll error affecting multiple employees may be flagged as critical, while a routine HR enquiry may be marked as low priority. If the issue is critical, it is immediately escalated to the appropriate team.
Handling critical priority requests (Branch 1): Urgent requests are sent directly to the relevant team via email and any instant communication tool your business uses, such as Slack, Teams, or other internal messaging systems, to ensure a swift response and resolution.
Reviewing non-priority requests (Branch 2): If a request is not marked as critical, Ask AI then analyses the details to determine the most relevant department. Once categorised, the request is forwarded via email to the appropriate team for resolution, for example HR, IT, payroll, or another team.
Automated updates and tracking: Employees and relevant teams can receive notifications at every step, keeping them informed on the status of their request and reducing the need for follow-ups.
Want to enhance your process?
Consider adding more departments, such as Facilities or Legal, to expand your support coverage. You can also introduce automated resolution tracking with reminders and follow-ups to ensure timely responses.
Why use this workflow template?
Improve employee experience: Employees receive real-time updates on their requests, reducing frustration and uncertainty while ensuring a smoother process.
Save time: AI-driven categorisation and routing eliminate manual sorting, allowing HR and IT teams to focus on resolving issues faster.
Reduce errors: Intelligent automation minimises misdirected requests, ensuring that employees connect with the right team the first time.
Enhance compliance: Every request is logged and tracked, providing a clear audit trail that helps organisations meet policy and regulatory requirements.
Increase transparency: Automated notifications keep employees informed of request progress, while managers can track resolution timelines and response efficiency.
How it works
Submit incident reporting form
AI analysis
Quick communication
Investigation form
Report generation
Overview of cases
Submit incident reporting form
The person recording the incident fills out an incident reporting form that will automatically start the process, the form can be shared on the Journeys portal or any internal portal your company is already using.
Frequently asked questions
Can I customise the AI helpdesk workflow to fit our processes?
How can I share the helpdesk request form with employees?
What types of HR workflow templates are available?
How can HR workflow automation improve my business?
Why use AI in this workflow?
How do I get started with workflow templates?
Recommended workflow automation templates
Looking for similar automation solutions? Explore these workflow templates to further optimise key processes so you and your team can quickly get approvals, reduce delays, and focus on high-value work that requires a human touch.
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