New: Personalized ticketing with employee profiles

Sometime last year, I started to hear a theme in conversations with our customers. They sounded a bit like this: a small, centralized HR team was supporting employees across a global company. The company was growing quickly, and it was nearly impossible to keep up with knowing each and every new employee.

The number of asks for HR were also growing. For every ticket that came in, the admin would need to find the employee’s email, open a new tab, log into his or her HRIS, paste in the email, and look up the employee. Who was their manager? What office were they in? When did they join? All of this information was necessary just to start helping the employee.

It was stunning to see the amount of manual work the admin had to go through, just to connect information that existed in another system. And if that seemed annoying, I couldn’t even imagine how it felt for requesters who have to fill in their locations, managers, and departments every time they had a request.

Providing context through HRIS integrations

Today, I’m proud to say that we’re taking the first step in addressing this disconnect, with HRIS integrations and user profiles inside Spoke.

Connecting your HRIS with Spoke means that team members no longer have to switch context to look up an employee in a directory. If you need more context, you can click into the requester section to see details, or hover over a name to get a snapshot of that employee’s profile. It also means that you no longer have to ask for things like manager or office location, because we’ll have connected those dots for you.

Having HRIS data available directly within Spoke saves your teams from having to switch back and forth between Spoke and your HRIS. But more importantly, it gives your teams the information they need to support co-workers across the globe in a personalized, on-demand fashion.

Enabling personalized support

Teams like IT, HR, and Operations strive for more than ticket resolution; they want to provide a delightful, personal experience. In order to do that, the team member has to consider who an employee is. Did they just join? Did they recently switch teams? Knowing the answers to questions like this is crucial to providing an empathetic and appropriate response.

Software can’t take the place of human interaction. But good software design can make it such that you don’t have to deal with an endless list of dropdowns and repetitive manual tasks, and give you time back to do what you do best. The ability to sync employee data from your HRIS to Spoke, and the way in which we expose that, is the first step to removing this friction.

On the horizon: personalized self service

Next, we’ll give customers who’ve integrated their HRIS additional functionality around personalized self-service. For example, a French employee asking about travel policy will be shown the EMEA policy and not the US one. An IT admin asking about resetting a password is shown an admin interface, while an employee asking will get a set of self-serve instructions.

This “contextual knowledge” — knowledge that is appropriate depending on the location, department, or even role of the employee — will allow teams to give all coworkers personalized and on-demand support. If you’re interested in exploring this idea of contextualized knowledge with us, we’d love to chat!

Whether high-touch, or self service, we understand that the expectations for a personalized employee experience are growing. Our goal is to make that possible in a lightweight way, similar to our approach for ticketing. This chapter of our product roadmap is all about giving you the information you need, with as little effort as possible from you or your requester. Stay tuned!

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