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Manage employee requests in Personio Conversations

 

This article explains how to organize and prioritize requests within Personio Conversations, how to manage notifications, and how to set up custom request statuses.

 

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.

 

Notifications

You can keep track of requests more efficiently by ensuring that your notifications are set up correctly. You can manage your notifications by going to Conversations > Settings > Account > Notifications.

You can configure which notifications to receive and turn on browser notifications to receive push notifications.

You can also specify whether you would like to receive notifications via Slack, Microsoft Teams, or email if your browser is not open. 

Notes
▶︎ As each browser has individual settings, you will need to check manually how the notifications will appear. The same applies to external communication platforms such as Slack and Microsoft Teams.
▶︎ Notifications are sent every 30 minutes. The requests will not be sent if they have been open or re-assigned during this 30-minute window.

Manage archived requests 

When an archived request receives a follow-up answer, the ticket does not automatically go back to your Requests inbox. If you want the request to go back to your inbox, you must change the status. 

Manage request access

When you assign a request to another team, you will no longer have access to that ticket. If you would like to view tickets from other teams, you can take one of the following steps:

  • Request to be added in CC to keep the request in your inbox
  • Use the @ function
  • Ask the team to move the request back

Action items in Personio

You will receive action items in your Personio account regarding requests in Conversations. These appear in the Dashboard (under Tasks) and in the Inbox. This provides you with a holistic overview of all tasks directly within Personio and reduces the need to go back and forth between Conversations and Personio.

Note
Dashboard and Inbox notifications are delivered on top of the existing email, Slack, or Microsoft Teams notifications that you have in place.

The table below shows the type of action items that are visible in Personio, depending on the role of the user.

Role Action item in Personio Action needed
Experts Pending approval requests Open the approval page in a new tab
  Mentions by other experts Open the request detail in Conversations in a new tab
  Notifications about new requests created and requests that are assigned to you. (Note: You will receive these as batch notifications and not for individual requests.) Open the request detail in Conversations in a new tab
 

Notifications about requests that have been updated

 Open the request detail in Conversations in a new tab
Requesters and other employees Pending forms Open the form submission page in a new tab
 

Pending approval requests

 Open the approval page in a new tab

 

Each action item in the Personio Dashboard and Inbox will show the name and avatar of the person who initiated the action. For example, in the case of an approval request, you will see the name and avatar of the person who is seeking approval.

 

Custom request statuses

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.

 

The tasks feature

Note
Tasks are visible to all experts in the team to which the request is assigned. Anyone from the team will be able to mark the task as done.

If a request involves several tasks, then you can use the tasks feature to ensure that all items are actioned accordingly.

To add a task to a request, follow these steps:

  1. Open the relevant request in Conversations.
  2. Click the lightning bolt iconat the top of the request page.
  3. In the dialog that appears, enter the instructions for the task.
  4. Click Add.

To resolve a task, go to the blue bar at the top of the request and click Done.

 

Where do tasks appear?

  • Outstanding tasks appear as a blue bar at the top of the request.
  • Resolved tasks appear as a blue card in the body of the request. These are not visible to the requester.
  • In the Requests overview, requests that have an outstanding task will display a yellow Action needed button.

 

More information

You can find more information in the following articles.

 

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