Introducing Service Me: an internal help desk for every team

Every company runs on internal requests — a replacement laptop, a parental-leave question, a desk move. In most teams those requests live in chat, where they get answered late, twice, or not at all. Service Me gives them a home.

A catalogue, not a guessing game

Employees open Service Me and pick from a catalogue of IT, HR and workplace services. Every service shows its SLA target up front, so people know what to expect before they ask. Each request starts from a short form built for that service — with attachments where they're useful — and lands in My Requests, where employees can track status, reply to the agent, and reopen a request if the fix didn't stick.

Routing rules do the triage

Behind the scenes, ordered first-match rules decide where every request goes. A rule can condition on service, category, priority, department, office, channel and even time of day. When it matches, it does the whole triage in one step:

• Assigns the right group, then picks a person — round-robin on shift, least open tickets, skill match, or a named owner
• Sets the approval chain the request must clear
• Starts the SLA clock and schedules escalation steps if it runs long

Agents see the whole picture

The agent queue opens on the numbers that matter: open, unassigned, SLA breached, pending approval, and assigned to me. Inside a ticket, agents get the status pipeline, the approval chain, a full activity timeline — and a "how this was routed" panel that shows exactly which rule fired and why.

Available today

Service Me is an add-on module at $1 per employee per month, on top of the HRSpace Base Layer. It works with the approvals and workflows you already use — and like everything in HRSpace, you can switch it on or off anytime.