Employee Ticketing System
Developed an HRIS-integrated ticketing system for Ruangguru, which resulted in an 80% reduction in ticket resolution time, thereby improving employee service.
Hire Me80%
downReduction in average request resolution time
90%
downDecrease in time to first response
35%
Percentage of issues resolved through knowledge base
4.8/5
Average rating for internal service quality
Project Overview
The Employee Ticketing System was developed to streamline internal service requests across Ruangguru's rapidly growing organization. As the company expanded to multiple offices with over 1,000 employees, the manual process of handling HR, IT, and facilities requests via email became inefficient and difficult to track.
Project Requirements
- Create an internal ticketing system for employee requests to HR, IT, and Facilities
- Integrate with the HRIS for employee data and authentication
- Implement automated routing and assignment based on request type
- Provide SLA tracking and reporting capabilities
The Challenge
The main challenge was creating a unified system that could handle diverse request types across departments while maintaining a simple user experience. Additionally, we needed to implement intelligent routing, SLA tracking, and integration with the existing HRIS to ensure accurate employee information and access controls.
The Approach & Solution
We built a comprehensive ticketing platform using Ruby on Rails that integrates directly with the company's HRIS. The system includes customizable request forms for different departments, automated routing based on request type and location, and a knowledge base for self-service resolution. We implemented SLA tracking with escalation workflows and comprehensive dashboards for service teams to monitor performance.
