Support & Tickets

Centralise tickets. Simplify employee support.

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GIC Folks support
The Challenge

Employee queries shouldn't get lost in a queue of unanswered requests

When employee queries arrive through scattered channels and ownership is unclear, HR spends more time managing follow-ups than resolving employee concerns.

Queries without a system

Queries pile up across inboxes, chats and desks, with no clear owner or status.

Scattered Employee Queries

Queries arrive through different channels, making them harder to manage centrally.

Open

Unclear Query Ownership

It becomes difficult to know who is responsible for resolving each query.

Unassigned

Repeated Follow-Ups

HR spends time answering repetitive questions and chasing query updates.

3rd follow-up

Limited Resolution Visibility

Employees lack a clear view of query status and resolution progress.

Status unknown
4 challenges slowing HR down
The Solution

One connected way to manage employee queries.

Bring employee tickets, service requests, assignments, and resolution tracking into one HRMS, helping HR, IT, Admin, and other teams manage requests from submission to closure.

GIC Folks Helpdesk
  1. Employee Help DeskLet employees raise tickets to HR, IT, Admin, or any other department directly from the app.
  2. Ticket AssignmentAssign tickets to the right handler and provide a clear view of requests awaiting action.
  3. Ticket Status & PriorityTrack ticket status, priority, comments, and updates throughout resolution.
  4. Automated NotificationsKeep employees informed when tickets are raised, assigned, or updated.
  5. SLA & Escalation ManagementSet resolution timelines and flag tickets that risk missing their deadlines.
  6. Self-Service & AI SupportHelp employees find answers to common questions through chatbot support.
  7. Service Feedback & AnalyticsCollect satisfaction ratings after resolution and review ticket volume and resolution times.
Capabilities

Everything you need to simplify employee support

Manage employee queries from submission to resolution with centralised tickets, clear ownership, and support for every department.

Centralised Ticket Management

Bring employee queries and requests into one organised system.

Ticket Routing

Direct employee requests to the teams responsible for handling them.

Ticket Ownership

Keep responsibility for each request clear throughout the resolution process.

Resolution Tracking

Monitor ticket status and progress from submission to closure.

Employee Query Management

Manage repetitive questions and employee requests through a structured workflow.

Support for Every Department

Manage requests across HR, IT, Admin, and other departments in one place.

Centralized Support

One Help Desk. Every Department Connected.

Employees raise every request in one place, and the help desk routes it to HR, IT, Admin, or any other department responsible for resolving it.

Support Central Help Desk

HR

Leave, policies & employee records

IT

Access, devices & software issues

Admin

Facilities, travel & office requests

Payroll

Salary, payslips & reimbursements

Finance

Expenses, claims & approvals

Other Departments

Add any team to the same help desk

Connected Employee Support

Less time chasing tickets. More time helping people.

Give employees a clear way to raise queries and follow progress while helping every department manage requests, ownership, and resolution in one connected workflow.

  • Clear Ownership: Route every request to the responsible team.
  • Visible Progress: Track requests from submission to resolution.
  • Fewer Follow-Ups: Reduce manual ticket chasing with automatic updates.
  • Connected Support: Keep employee requests linked to HR processes and records.
Get Started

Ready to run HR on one platform?

Book a free personalized demo and see how GIC Folks brings payroll, attendance, recruitment and performance together.

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  • Free onboarding support
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