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Help Desk

Every Question for HR,
Answered and Tracked

Employees ask in one place instead of chasing HR by email and chat. HR replies faster with saved replies and AI drafts from your own policies.

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Response-time targets on every ticket — overdue ones are flagged.

One Inbox for Everything People Ask HR

Payslip questions, leave queries, a broken laptop, a policy that isn't clear — each one a ticket, with an owner and a clock.

Suggested
Pay & Payslips High
Send to HR

AI suggests the category and priority

Laptop won't startIT & EquipmentOverdue 1h
Overtime missingPay & PayslipsDue in 3h
Carry-over questionLeave & Time OffDue in 18h
Gym benefitBenefitsDue in 2d

Response-time targets, with overdue tickets flagged

HI

Can I take PTO during my introductory period?

Checking with his manager first.Internal Note · only HR sees this

Yes — after your first 3 months. I've added the policy link.

NM

Internal notes that only HR can see

Saved Replies
How to download your payslip
Updating your bank details
Requesting a salary certificate
Leave carry-over rules

Saved replies for the questions you hear every week

NMNora M.Pay & Payslips6
RARyan A.IT & Equipment4
SKSophie K.Benefits3

Your own agents, and who's handling what

1
HR replied to your ticketOvertime missing · just now
Ticket closedNot sorted? Reopen it.

Employees told by email and on the bell

From Question to Closed

A ticket keeps the whole conversation, who's on it and how long it has taken — so nothing gets lost in someone's inbox.

Help Desk
Send to HR
TicketPriorityDue
Can't log in to laptopUrgentOverdue
Overtime missingHigh3h
Address changeNormal20h
Parking questionLow2d
Overtime missing → assigned to Nora M.
AI Draft — review before sending

Hi Hector, thanks for flagging this. Overtime approved after the 25th is paid with the next month's salary, so your October overtime will be on your November payslip. Let me know if anything looks off then.

Send Reply
Ticket ClosedFirst reply in 2h 10m — within the 24h target.
Hector told by email and on the bell He can reopen it if it isn't sorted

Set Up the Way Your HR Team Works

Choose your agents, your categories, your saved replies and how quickly each kind of question should get a first answer.

Private by Design

A ticket is seen only by the person who raised it and the HR people who handle tickets. Internal notes are HR's alone.

Targets per Category

IT problems in hours, benefits questions in a day or two — every category has its own first-response target.

Urgent Means Urgent

Four priorities, from low to urgent — “I can't work” goes to the top of the queue.

Replies Drafted From Your Own Policies

Press Draft With AI and VergeHR writes a reply from the conversation and your published policies. Your agent reads it, edits it and sends it.

  • Grounded in your policies, not the internet
  • Never sent by itself — a person always sends it
  • When the policies don't cover it, the draft says so
Ticket · Leave & Time Off
Draft With AI

Questions & Answers

Who can see a ticket?

The person who raised it, and the HR people who handle tickets — the administrators and the agents you choose. Internal notes are only for HR.

Does AI answer employees by itself?

No. AI drafts a reply for an agent to check, change and send. It also suggests a category and priority when someone raises a ticket.

Can we set our own categories and response times?

Yes. Seven categories come ready, each with a first-response target. Change them, add your own and set your saved replies under Settings.

Can employees raise tickets from their phone?

Yes — Help Desk is in VergeHR on the web and in the iPhone and Android apps, with replies on the bell and by email.

See Help Desk With Your Own Policies

A one-to-one walkthrough shaped around your organization — we reply within one business day.

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