#Three-tier model
Self-serve policies, HR generalist queue, and employee relations escalation with clear triggers.
#Publish SLAs
Response time by tier sets expectations better than heroics.
#Review deflection monthly
Top ticket drivers become template updates or manager training topics.
Sources
- ServiceNow. HR Service Delivery
This article is operational education only—not legal advice. Work with qualified counsel for compliance, compensation, and termination decisions in your jurisdiction.