Manage employee requests in Personio Conversations

 

This article explains how to manage requests within Personio Conversations. This is relevant for anyone at your company who receives and works on employee requests, for example, members of your HR, IT, and Finance teams.

You will learn about the following topics:

 

Organize and prioritize requests

Conversations provides you with advanced functionalities in request organization and prioritization.

To access your employee requests, click Conversations in the main navigation bar in Personio. Conversations will then open in a new window. Go to Work > Requests. You can use the left sidebar to get an overview of all requests, unassigned requests, and requests that are assigned to you.

Each team will have its own dashboard view, based on requests that have been assigned to that team specifically.

You can do the following:

  • Assign requests to specific experts and reassign requests to different teams.
  • Filter and sort requests based on different criteria, such as priority, category, progress status, and due date.
  • Customize how requests are presented, for example, within a kanban board.
  • Save your own personal view based on how you filter and sort your requests.
  • Group related requests across teams into projects and indicate the progress status of these projects.

 

Custom request statuses

The custom request statuses feature is only available to customers on the Premium Conversations package. Contact your Growth Manager to learn more.

You can create custom request statuses for individual teams. This allows you to provide more context about what stage a request is at, and also to create statuses that are specific to a team’s unique processes. For example, a team that is responsible for ordering office supplies might have a custom status called “Waiting for delivery” and a team that is responsible for granting overtime might have a custom status called “Approval pending”.

There are four steps in a request lifecycle, each of which has a default status that cannot be edited or deleted. The table below shows each of the four steps and its corresponding default status, as well as an example of a custom status for that step.

 

Step Step properties Default status (cannot be deleted or edited) Example of a custom status
Not started - To do "Postpone until Q2"
Started If you have an SLA in place, the countdown is initiated when a request is moved to this step. In progress "Under review"
On hold All statuses in the On hold step pause the countdown for the Time to resolve SLA goal. Waiting "Waiting for delivery"
Done

All statuses in the Done step move the request to the Archive.

The employee is notified only when the request is moved to the default Resolved status.
Tip
To archive a request without notifying the requester, create a new status in the Done step and assign this status to the request.

Resolved "Item received"

 

Create a custom request status

To create a custom request status, follow these steps:

  1. In Conversations, go to Settings > Team settings > Request status.
    Note
    If you are a member of multiple teams, ensure that you have the correct team selected. You can switch between teams by clicking the team name at the top of the Request statuses page.
  2. Click +Add request status at the bottom of the page.
  3. Choose a name for the custom status, select the appropriate step from the drop-down menu, and choose a color.
  4. Click Add status.

Notes
▶︎
You can delete a custom status, but only when there are no active requests assigned to it. This does not include archived requests. 
▶︎
If you move a request to another team, then the request will be assigned the default status within the same step.

 

More Information

You can find more information in the following articles.

 

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