What roles does the Help Desk product support?

Help Desk supports questions and requests for internal employees, contingent workers, and nonworkers. It can be used for any type of support, such as Human Resources, Maintenance Requests, ERP, Sales, or Facilities.

Note: Pending workers are not able to open help desk requests.

There are two stripe codes associated with Help Desk in the Redwood experience. Human Resources requests have their own stripe code, HRHD, to provide an added layer of security and separate sensitive Human Resources data from other types of requests. All other types of requests use the stripe code ISR for Internal Service Requests, which is used for any support for employees other than Human Resources.

Think of Internal Requests as any type of support for your employees, other than Human Resources.

Help Desk is a separate offering in Setup and Maintenance and has employee and agent flows that you can configure by the type of support you're implementing. After enabling the offering, most HR Help Desk and Internal Service Requests features are enabled and setup separately.

Help Desk has built-in capabilities for a self-service employee's My Help page to search knowledge, view existing help desk requests, or create new requests. In addition, agents working on requests manage their work through a request list page that includes assignment and routing, milestones, action plans, knowledge search, messaging with the request owners, and collaboration across the enterprise.