Help Desk - aeonox

Every Employee Request, Tracked to Resolution.

“Can I get a copy of my payslip?” “Where does my leave approval stand?” “How do I submit my tax declaration?” Aeonox Help Desk gives employees a clear way to get answers and track requests, while HR teams get visibility into ownership, status and resolution.

Turn Employee Questions Into a Managed Process.

“Why is my PF lower this month?” “When will my reimbursement be paid?” “My leave balance looks wrong.” HR teams deal with these questions every day, alongside requests for documents, policies and employee information.

Aeonox Help Desk turns these interactions into trackable cases with clear ownership, status and response times, so employees know where their request stands and HR teams know what needs attention.

Employees can raise and track requests through supported access channels, including mobile app, web, and email.

600+

Clients worldwide

25+ years

Operating payroll and HR for enterprises

375,000+

Payslips processed monthly for a single enterprise

34+

Countries of operational
presence

Capabilities

Model the Shifts You Actually Run

Capabilities

Raise Every Request in One Place

Employees can raise HR queries and service requests through a structured Help Desk rather than relying on scattered emails, messages or conversations. Requests can cover areas such as payroll, leave, attendance, employee records, documents and HR services.
Each request becomes a trackable case with its own status and history.

Capabilities

Route Requests to the Right Team

Aeonox routes cases based on request category, employee location, legal entity and responsible team, giving each request a defined path from submission to resolution.

HR teams can see what is assigned, pending or requires action. When a case exceeds its SLA, it is escalated to the designated owner or manager so overdue requests receive attention without relying on manual follow-ups.

Capabilities

Track Ownership, Status and Response Times

Aeonox provides visibility into who owns the case, its current status and the expected response or resolution timeline.

Employees can track their requests without repeatedly contacting HR for an update, while HR teams can identify cases that are approaching or exceeding their response commitments.

Capabilities

Give Employees Answers Before They Raise a Case

Aeonox Help Desk includes a knowledge base of HR policies, FAQs and process information to answer common employee questions, helping employees find answers before raising a case with HR.

Capabilities

AI Answers From Live Employee Data

When an employee asks, “Why is my pay lower this month?”, Aeonox AI uses live payroll data and the actual calculation trail to explain the figures behind their payslip. Employees get relevant answers without raising another HR case, while HR teams spend less time handling repetitive queries.

.Aeonox AI answers employee questions using live data from that employee’s own records. It does not change employee records or approve requests. Decisions with significant employee impact remain with people.

Capabilities

Track Every Case. Identify Recurring Issues

Aeonox keeps each employee request, its ownership, status and resolution history together, giving HR teams the context to respond without asking employees to repeat themselves.

Reporting on request volumes by category, resolution times and recurring issues helps HR identify where policies, processes or employee communications may be creating repeated questions — and address the underlying cause.

Capabilities

Restrict Access to Sensitive Cases

Grievances and harassment complaints can require stricter confidentiality than routine HR requests. Access is limited to authorised personnel, with clear ownership and visibility controls to protect sensitive case information.

Show Us Your Ten Most Common HR Questions

Give employees a clear route to HR, give every case an owner and response commitment, and let self-service and AI handle routine questions where appropriate.

FAQs

01 What can employees use Aeonox Help Desk for?

Employees can raise and track HR queries and service requests relating to areas such as payroll, leave, attendance, employee records, documents and HR services.

02Can employees track their requests?

Yes. Each request becomes a trackable case with visibility into its status, ownership and response or resolution timeline.

03Can Help Desk requests be routed automatically?

Aeonox routes cases based on request category, employee location, legal entity and responsible team, giving each request a defined path from submission to resolution.

04Can AI answer employee questions?

Yes. Aeonox AI can answer common employee questions using live Aeonox data, helping employees find information without raising a case for routine queries.

05Does Aeonox Help Desk replace HR teams?

No. It reduces repetitive service work and gives HR teams better visibility over employee requests, while cases requiring judgement or intervention remain with the appropriate HR team.

06Can employees raise requests without a work email?

Aeonox supports employee self-service through mobile and web access, helping frontline employees without work email access raise and track HR requests.

07How are confidential cases, such as grievances or harassment complaints, handled?

Confidential cases require stricter access restrictions than routine HR requests. Access should be limited to authorised personnel, with clear ownership and appropriate visibility mechanisms.