Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes, and it needs deliberate separation. Three things to get right, or colleagues read each other's HR cases.
Why people do it
One tool, one set of licences, one place to administer. For internal service desks alongside customer support, it is a reasonable arrangement.
One: private ticket groups
HR work goes in a private group. That hides it even from agents whose access covers all tickets, which is the only setting that does.
Ordinary group separation is not sufficient here.
Two: brands
Separate brands give each side its own address, its own help centre and its own request forms. An employee raising an HR matter should not be met with your customer support portal.
Three: routing that cannot cross
Test it. Send an HR request and confirm it reaches only HR; send a customer ticket and confirm it does not reach them. Both directions, with real messages.
The risk stated plainly
HR tickets contain grievances, health information and matters concerning named colleagues. An agent from customer support reading one is a serious incident, not an inconvenience.
That is why the separation has to be structural rather than a convention.
Also consider
- Reporting. HR figures should not appear on a support dashboard.
- Retention. Employment records often have different obligations.
- Admins. Anybody with admin access can change these boundaries.
Decide with HR, not for them
They have obligations about employee data that support does not. Involve them before building it, and ask pluscloud support if you want help setting the separation up properly.
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