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Create request forms and manage your team's tickets

Updated

Available for the following HR Classic plans: Premium, Platinum
Available for the following EmploymentOS v1 plans: Plus, Unlimited
Available for the following EmploymentOS v2 plans: HR Engage, HR Elite, Unlimited
Available for the following users: Employee, Manager, Admin

This article covers the agent and form manager side of Request forms: how to set up a board, build and publish a form, set up approval, and action, respond to and close tickets once they arrive. A board is the home for a team's ticket queue, for example IT Operations, HR or Facilities. Each board has its own agents and ticket code.

Before you start, make sure you have a board. A Request form needs a board before you can publish it.

This article explains how to:

Set up a board

You create and edit boards in Request Ticket Settings. This needs the Manage Request Ticket Settings permission, which sits on its own in security settings. The page lists every board with its agents.

Steps to create a board
  1. Log in to Employment Hero and go to Settings > Security & Access Control > Request Ticket Settings.
  2. Select Create board.
  3. Enter a Board Name, for example "IT Operations". The name must be unique in your organisation. It appears in the agent queue and on forms.
  4. Check the Ticket Code. It is suggested from the board name, for example ITO. A code is 2 to 5 letters and must be unique across your boards. Edit it if you want a different one.
  5. Confirm. The board is added to the list.
Steps to edit a board and add agents
  1. Go to Settings > Security & Access Control > Request Ticket Settings.
  2. Find the board and, under Actions, select Edit.
  3. Update the Board Name or Ticket Code if needed.
  4. Add the agent team and any individual agents who will manage the board's tickets. An agent can be any user type. An agent can see and manage the board's tickets straight away.
  5. To remove an agent, select the remove option next to their name. Tickets they own stay assigned to them until another agent claims them or they are reassigned.
  6. Select Save.
Steps to archive a board
  1. Open the board's settings as above.
  2. Select Archive board.
  3. If the board has open tickets, a prompt shows how many. Confirm to continue.

Helpful Hint

A board's primary agent team is locked and cannot be removed. To change it, archive the board and create a new one. Archiving keeps existing tickets, but the board stops accepting new submissions.

Helpful Hint

To set target response and resolution times, escalation or satisfaction ratings for a board, see Configure SLA targets, escalation and ratings for a board.

Create a Request form

You can create a Request form from two places. Both use the same form builder and publish to the same place.

Steps to create a Request form from the Forms page

This needs the Request form permission, found under Forms in security settings. It lets you create and manage Request forms across the organisation.

  1. Log in to Employment Hero and go to Compliance > Forms.
  2. Select Create new.
  3. Under What kind of form do you want to create?, choose Request form and select Create.
  4. Add a description, a section title and your questions. To show or hide a question based on an earlier answer, turn on the conditional logic switch and set the logic.
  5. Select the Settings tab and set the form's settings, as described below.
  6. Select Publish when the form is ready for employees.
Steps to create a Request form from Request Tickets

Any agent on a board can create and manage Request forms for their own boards from here, without the Request form permission.

  1. Log in to Employment Hero and go to Request Tickets in the main navigation.
  2. Select the Request Forms tab. It is visible to agents assigned to at least one board.
  3. Select + Create Request Form.
  4. In the form builder, add your questions and sections. Use conditional logic to show or hide questions.
  5. Open Form Settings, expand Request Form Settings, and set the form's settings, as described below. Under Agent Team, you can only choose boards you are an agent on.
  6. Select Publish.
Settings to configure on a Request form
  1. Under Agent Team, choose where tickets go. This is required. The list shows Boards and Teams as two groups, with one search field. Choose a board to send tickets to it. Choose a team that has no board, and a board is created for that team.
  2. If you try to publish without choosing an agent team, you see "Please assign an agent team before publishing this form."
  3. Optionally set SLA targets for this form. They replace the board's targets for tickets from this form.
  4. Optionally choose when agents are notified: on each submission, only after all agents have responded, or not at all. The default is on each submission.
  5. Optionally set up approval, as described in the next section.

Helpful Hint

You cannot change a form's type once the form builder is open. Agents who do not hold the Request form permission cannot duplicate Request forms. To set SLA targets for a form, see Configure SLA targets, escalation and ratings for a board.

Set up approval for a Request form

Approval uses workflows, so you can require any one approver, all approvers in sequence, or all approvers at once. Tickets from a form with an approval workflow start as Awaiting Approval.

Steps to link an approval workflow to a Request form
  1. Open the Request form's settings. From Compliance > Forms, select the three dots (⋮) on the form > Manage Form, then the Settings tab.
  2. Under Linked Workflows, check whether a published workflow is already linked.
  3. If none is linked, scroll to Forms Approvals and select Create Forms Approvals. The Workflow Template Hub opens.
  4. Add the approvers and choose whether any one approver, all approvers in sequence, or all approvers at once must approve.
  5. Publish the workflow. It then shows under Linked Workflows on the form.

Helpful Hint

You also need the permission to manage workflows. Managing a Request form and setting up its approval workflow are separate permissions.

Manage tickets as an agent

The Request Tickets module is the agent's queue. It shows open tickets for your board by default, sorted oldest to newest, with your own in-progress tickets at the top. Resolved and closed tickets are hidden by default. Use the filter to show them. Each ticket has an identifier made of the board's code and a number, such as ITO-001.

Steps to claim a ticket and respond
  1. Log in to Employment Hero and go to Request Tickets in the main navigation.
  2. Select your team's board to view the ticket queue.
  3. Select a ticket to open it. You can see the full form submission, the requester's details, the submission date and time, the ticket status and code, and any SLA information.
  4. To take ownership, select Claim. The status changes to In Progress and the ticket moves to the top of your queue. If another agent has already claimed it, a prompt asks you to confirm before you take it over.
  5. To reply to the requester, type in the Reply field and select Send. The requester receives your reply by email.
  6. To leave a note only your agent team can see, select Internal Note. Internal notes are not sent to the requester.
Steps to resolve, close or reopen a ticket
  1. When the request has been addressed, select Mark as Resolved. The status changes to Resolved, the SLA indicator is removed, and the requester receives an email.
  2. To close a resolved ticket for good, select Close and confirm. The requester receives a notification and can submit a new request if they need more help.
  3. To reopen a closed ticket, select Reopen. The status returns to In Progress, and both the requester and the assigned agent receive an email.

Helpful Hint

If the board has escalation turned on and an SLA target is missed, the ticket's timeline records which SLA was missed and when.

Approve or decline a request

Approvers are the people named in the Request form's approval workflow. When a request needs your decision, you are notified.

Steps to approve or decline a request
  1. Log in to Employment Hero and go to Compliance > Forms > Approvals.
  2. Select the request to see the full submission.
  3. Select Approve or Decline.

What happens next depends on your decision:

  • If you approve and more approvers are needed, the request moves to the next approver.
  • If you were the last required approver, the request moves to the agent team's queue with the status Open, and the requester is notified.
  • If you decline, the request is closed and the requester receives a notification explaining that it was declined.

Helpful Hint

The approval type set on the form decides who decides. With any one approver, the first decision settles the request. In sequence, you see that the request is waiting on an earlier approver. With all approvers at once, the request stays Awaiting Approval until everyone has responded.

Further information

Do changes to settings or forms affect tickets that have already been submitted?

No. Changes to board settings or Request forms apply to new submissions only. This includes SLA targets, form questions, notification preferences and agent changes. A ticket already submitted keeps the settings in place when it was submitted, including the SLA targets it is measured against.

What is the difference between the two ways to create a Request form?

Creating from Compliance > Forms needs the Request form permission and covers every Request form in the organisation. Creating from Request Tickets is open to any agent on a board, covers only that agent's boards, and does not include duplicating. If an agent also holds the Request form permission, they see every team's Request forms. Both paths use the same form builder.

What email notifications does an agent receive?

Agents receive an email when a new ticket is submitted to a form they are assigned to, based on the notification setting on the form. They also receive an email when a closed ticket assigned to them is reopened by the requester, and when an SLA escalation names them as a recipient.

What is a ticket code?

Each board has a unique code of 2 to 5 letters, for example ITO for IT Operations. Tickets from that board are numbered in order, such as ITO-001 and ITO-002. The code is suggested from the board name and you can edit it. Changing it affects new tickets only. The numbering never resets, and existing tickets keep their original identifier.

Why does my form show a warning about its board?

If a form's board has been archived, the form shows "This form's handling board has been archived. Please select a new destination to continue receiving tickets." No new tickets are routed until you choose a new board or team under Agent Team and save.

Can I use conditional logic in a Request form?

Yes. You can show or hide questions based on earlier answers, including across sections. Questions that are not triggered do not appear in the submitted response.

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