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Submit and manage HR Helpdesk tickets

Submit an HR Helpdesk ticket from the Employee Hub, control who can see it, and attach supporting documents. HR teams open, review, and update the same ticket in Salesforce.

Who can use this?

Employees and managers in the Employee Hub. HR teams work tickets in Salesforce. HR Helpdesk is an optional feature that can be added to your flair package.

Submit a ticket​

  1. In the Employee Hub, open HR Help Desk.
  2. Click New Ticket.
  3. Select a category, and click Next.
  4. If you manage other employees, in the Employee field, search for the employee you're submitting the ticket for.
  5. Select an Issue.
  6. Enter Details about the request.
  7. Optional: Under Attach Documents, add one or more files. Combined attachments can't exceed 3.5 MB.
  8. Optional: If your organization allows it, select Share with my manager to give your manager access to the ticket, or select Stay anonymous to hide your identity from HR, including from your manager.
  9. Click Next to review the ticket.
  10. Click Open Ticket. flair creates the ticket and adds it to your ticket list.

Review who can see your ticket​

A ticket's visibility depends on how it was submitted:

SituationWho can see the ticket
You submitted without sharing with your managerHR only.
You selected Share with my manager, or a manager submitted the ticket for youHR and your manager.
You selected Stay anonymousNobody sees your identity, including HR.
  1. In the Employee Hub, open HR Help Desk.
  2. Select the ticket from your ticket list.
  3. On Information, check Visibility. flair shows one of Your manager can see this ticket, Your manager can't see this ticket, or Anonymous: your identity is hidden for everyone.

Track a submitted ticket​

warning

An anonymous ticket is only visible in the browser you used to submit it. If you switch browsers or devices, you lose access to it.

  1. In the Employee Hub, open HR Help Desk.
  2. Select the ticket from your ticket list.
  3. On Information, review Status, Assignee, Category, and Attachments.
  4. To open a document you attached, click it under Attachments.
  5. Optional: On Comments, add a comment or review the discussion.

Manage tickets in Salesforce​

HR teams review and open tickets from the Tickets tab in Salesforce.

  1. In Salesforce, open the App Launcher (⋮⋮ grid icon), and select Tickets.
  2. Review tickets under Unassigned, Assigned, My Cases, or Closed.
  3. To open a ticket directly for an employee, in My Cases, click Create a New Ticket.
  4. Under Employee, use Select Employees to find the employee.
  5. Under Issue, select a category and subject.
  6. Enter Details.
  7. Click Open Ticket. flair sets the ticket's Visibility to HR+Manager+Employee.

A ticket's Visibility field controls which roles can see it in both Salesforce and the Employee Hub. flair assigns it automatically when the ticket is created, and it isn't editable afterward. Visibility is independent of a ticket's anonymity: an anonymous ticket can still carry HR+Manager+Employee visibility.

VisibilityWho can see the ticket
HRHR only.
HR+Manager+EmployeeHR, the employee, and their manager. Default value when HR creates a ticket.
HR+ManagerHR and the employee's manager, not the employee.
HR+EmployeeHR and the employee, not their manager.

A Salesforce ticket record showing the Ticket Details panel with the Visibility field and the Files related list

Review attached documents​

  • On the ticket record, open the Files related list under the Related tab to review or download documents the employee attached at submission.