HR Helpdesk & Support
- Product version
- Web v2.4.1
- Last updated
- 2026-10-11
Overview
HR questions arrive on every channel and get lost.
- Tickets have categories, priority, an assigned agent and status; SLA breaches are checked every 10 minutes.
- New tickets go to a real agent: someone active who handles tickets, with the least work, or an agent can claim one with a single click.
- Agents can keep internal notes the requester never sees, and the requester can close or reopen their own ticket.
- The assistant’s “Ask HR” button turns an unanswered question into a ticket.
- 1Ask HR a question
Quick answers
What is HR Helpdesk & Support in Eldalala?
HR Helpdesk & Support is a module of Eldalala, the Arabic-first HR, payroll and attendance software. What it includes: Employees raise HR tickets (payroll, leave, IT, general) with priority and SLA; companies contact Eldalala support.
What problem does HR Helpdesk & Support solve?
HR questions arrive on every channel and get lost.
Who uses HR Helpdesk & Support?
Employee, Manager, HR Admin.
Which plan includes HR Helpdesk & Support?
Every Eldalala plan includes it, the free plan too.
What can you do with HR Helpdesk & Support?
Create a ticket: subject, category, priority, description, attachments (≤10); Statuses: open → in progress → waiting → resolved → closed; Agents reply, add internal notes, change status and priority, assign or "Assign to me"; Helpdesk report and queue cards; “Ask HR” from the AI assistant opens a pre-filled ticket; Helpdesk notifications: receipt, needs-an-agent, reply, reassignment, SLA; Auto-assignment to active helpdesk agents only (helpdesk.manage), least-loaded first; Requester can close or reopen; replying to a resolved ticket reopens it; resolved tickets auto-close after 7 days; and 2 more, listed on this page.
What you can do
- Create a ticket: subject, category, priority, description, attachments (≤10)
- Statuses: open → in progress → waiting → resolved → closed
- Agents reply, add internal notes, change status and priority, assign or "Assign to me"
- Helpdesk report and queue cards
- “Ask HR” from the AI assistant opens a pre-filled ticket
- Helpdesk notifications: receipt, needs-an-agent, reply, reassignment, SLA
- Auto-assignment to active helpdesk agents only (helpdesk.manage), least-loaded first
- Requester can close or reopen; replying to a resolved ticket reopens it; resolved tickets auto-close after 7 days
- SLA pauses while waiting on the requester, restarts on reopen; breaches escalate to all agents
- Contact Eldalala support (platform tickets)
Screens
- 1Ask HR a question