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
Request forms let you submit requests, such as IT support, HR queries or security access, directly in Employment Hero. Once you submit a request, it is tracked as a ticket and assigned to the relevant agent team. You can check its status and read replies at any time, on desktop and mobile.
This article explains how to:
- Submit a request
- Track your requests
- Submit and track on mobile
- Submit through a shared link
- Further information
Submit a request
All published Request forms are visible to all employees. You do not need to be an agent or be assigned to the form. Find the form that matches your request type and fill it in.
- Log in to Employment Hero and go to Compliance > Forms.
- Find the form. Request forms are labelled Request form. You can search by form name or select the Request Forms filter.
- On the form card, select Submit.
- Complete all required fields, marked with an asterisk (*). If the form has several sections, use Next and Back to move between them. Some questions appear or are hidden based on your earlier answers. Attach any files if prompted, each 10 MB or smaller.
- Select Submit. You see the confirmation "Your request has been submitted." and receive a confirmation email with a link to view the ticket.
Helpful Hint
If you select Submit without completing a required field, "This field is required" appears below that field. Submit is greyed out on a form that is still a draft, and does not appear on an archived form.
Helpful Hint
If a form needs approval before it reaches the team, your ticket shows a status of Awaiting Approval. You are notified once a decision is made.
Track your requests
After you submit a request, you can check its status and read any replies from the agent team at any time. Submitted tickets cannot be edited.
- Log in to Employment Hero and go to Compliance > Forms.
- Select My Submissions > Request Form. My Submissions opens on Basic Form, so select Request Form to see your tickets.
- Review the Request, Submitted and Status columns.
- Select a ticket to see your form responses and any replies from the agent team.
- If your ticket is closed and you need further help, submit a new request through the same form.
Helpful Hint
Your Basic form submissions are listed separately under My Submissions > Basic Form. They show only a Submitted status.
Submit and track on mobile
You can submit requests and track your tickets from the Employment Hero mobile app. Request forms appear in the Forms tab alongside standard forms.
- Open the Employment Hero mobile app and go to Work > Forms.
- Browse the available forms. Request forms are labelled so you can tell them apart from standard forms. You can search by form name.
- Select a form and complete all required fields.
- Select Submit. A confirmation message appears once your request has been submitted.
Submit through a shared link
Some Request forms are shared through a public link, so people without an Employment Hero account can submit a request. You do not need to create an account or log in.
- Open the shared link in any browser.
- Enter your Full name and Email address. The agent team uses these to follow up with you directly.
- Complete the remaining form fields. Fields that need an Employment Hero account, such as an employee picker, are not shown.
- Select Submit. If a required field is blank, an inline error appears on that field. Complete it and submit again.
- The screen shows "Your request has been submitted. The team will be in touch." A confirmation email is sent to the address you provided.
Helpful Hint
If the link shows "This form is no longer available", the form owner has turned off public sharing. Contact the person who sent you the link. You cannot track your submission through the public link. The agent team contacts you at the email address you provided.
Further information
- Open: Your request has been submitted and is waiting for an agent to pick it up.
- Awaiting Approval: Your request needs approval before it reaches the agent team. It may need one approver, or several approvers one after another or at the same time. It stays here until every required approver has responded.
- In Progress: An agent has claimed your ticket and is working on it.
- Resolved: The agent team has addressed your request. You receive an email notification.
- Closed: Your ticket has been closed. A request that is declined is also closed, and you receive a notification explaining that it was declined. If you need further help, submit a new request through the same form.
- When your ticket is submitted, as a confirmation.
- When an agent replies to your ticket.
- When your ticket status changes, including approved, declined, resolved, closed or reopened.
- When your ticket is resolved or closed, if the agent team has turned on satisfaction ratings. The email asks you to rate your experience.
- When the agent team misses a target response or resolution time, if the team has turned on a follow-up email.
If the agent team has turned on ratings, you receive an email after your request is resolved or closed. Select your rating in the email, either thumbs up or thumbs down, or 1 to 5 stars. You see "Thank you for your feedback." The link expires after 7 days. You do not receive a rating email for requests submitted anonymously or through a system integration.
The agent team can send an email when a target response or resolution time is missed. The email includes your ticket identifier and a link to view the ticket.
Each agent team board has a short code, such as ITO, and tickets are numbered in order, such as ITO-001. If the board's code changes later, tickets that already exist keep their original number.
No. If you submitted incorrect information, tell the agent team when they contact you, or submit a new request once the original ticket is closed.
It depends on how the form was set up. If the form manager has turned on Show submitted tickets in employee file, your submissions from that form appear in your employee file under the Forms tab. They are labelled with a "Request form" badge. If you do not see them there, you can still view every request in My Submissions > Request Form.