Helpdesk & Grievances
Employee tickets with real SLAs — and a confidential, committee-only channel for grievances and POSH cases.
The problem
Employee questions get lost in DMs and inboxes — no owner, no deadline, no record. And the issues that matter most, grievances and POSH complaints, need something ad-hoc channels can never offer: confidentiality, statutory timelines and a way to report without fear.
How we solve it
ASHR.work runs a proper helpdesk: tenant-configurable categories, priorities with per-priority SLA targets, live countdowns and hourly breach alerts, and an agent queue as a list or board. Sensitive issues go through a separate confidential grievance channel with committee-only access, optional anonymous reporting with a tracking token, and POSH statutory timelines built in.
How it works
- 1
Raise a ticket
Employees pick a category and priority. Each priority carries an SLA target, and the clock starts counting down immediately.
- 2
Agents work the queue
Agents triage from a list or board view, use internal notes alongside public replies, and get hourly alerts before an SLA breaches.
- 3
Resolve — and prove it
Employees rate the resolution (CSAT) and can reopen within a window. Grievances flow through the confidential channel with committee-only access and POSH timelines.
Why it’s effective
Deadlines with teeth
Per-priority SLA targets with live countdowns and breach alerts turn "we’ll get to it" into a clock everyone can see.
Safe to speak up
Committee-only access and optional anonymous reporting with a tracking token mean sensitive issues get raised instead of buried.
Compliance built in
POSH statutory timelines are part of the workflow, not a policy document someone has to remember.
What’s live today
- Tenant-configurable ticket categories
- Priorities with per-priority SLA targets, live countdown and hourly breach alerts
- Agent queue as list and board views
- Internal notes alongside public replies
- CSAT rating and a reopen window
- Confidential grievance channel with committee-only access
- Optional anonymous reporting with a tracking token
- POSH statutory timelines
Customize on request
Want more from this module? We configure and deliver these for your team.
- Slack ticket intake
- Knowledge-base deflection
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Ready to try Helpdesk & Grievances?
Start free in minutes, or book a walkthrough with our team.