An internal help desk where staff raise cases free.

Why internal requests get lost

Inside most small and multi-location businesses, staff requests travel by text, email, a hallway comment or a note on the manager's desk. Nobody owns them. "Can you add the new hire to the system?" sits for a week. A location asks HQ for a menu change three times. The same printer gets reported by four people.

An internal ticketing system turns each of those into a case with an owner, a priority and a deadline. The person who asked can see where it stands without chasing anyone.

What an employee help desk handles

• IT and access: new users, password and login problems, a laptop or tablet that won't connect, a broken printer.
• HR and people: policy questions, onboarding paperwork, payroll queries routed to the right person. Leave requests and monthly attendance run in JBMOnboard360's HR module.
• Operations and facilities: equipment repairs, supplies, room or building issues.
• Location to HQ: menu or price changes, marketing requests, system changes, new staff accounts, equipment orders.

Franchise and multi-location: locations raising requests to HQ

For a brand with many locations, the internal help desk is how franchisees and location managers reach headquarters. A location manager raises a request for a menu change. It's assigned to marketing or ops, goes through the approval steps you set (say, the brand manager), and is scheduled for a window. The location sees the status; HQ sees every open request across every location in one view.

Because people who raise cases are free, every location manager and staff member can use it without a seat each. On Enterprise (10 or more locations, from $349 per location per month, billed annually), a Support CRM for headquarters with 5 agent seats is included. More on that in franchise help desk and CRM for franchises.

Cost: pay for agents, not requesters

Say a business has 60 staff across 4 locations and 3 people at HQ who work requests. On JBMOnboard360 Support CRM that's 3 agents × $115 = $345 a month billed annually ($139 per agent monthly, or $417). The 60 staff who raise cases cost nothing.

To be fair to the alternatives: Zendesk Suite Professional includes up to 100 light agents, according to its pricing page as of October 2026, so a Zendesk team can also let colleagues comment on tickets without full seats. What JBMOnboard360 adds is the rest of the business in the same product: client records, scheduling, invoicing, team chat and HR leave and attendance.

Copy this staff request form

Your name and location:
What do you need? (pick one) Access / Equipment / Outage / Menu or price change / HR / Facilities / Other
What is happening, in one sentence:
Who is affected? Just me / My team / The whole location / Customers
Is work stopped? Yes / Partly / No
By when do you need it, and why:
Photos or screenshots:

The "who is affected" and "is work stopped" answers set the priority. Our help desk SLA examples show the P1–P4 targets and an escalation matrix to pair with this form.

Internal SLA targets to start with

• P1, a location or team can't work: respond in 15 minutes, resolve or work around in 4 hours.
• P2, one person can't work, or customers notice: respond in 1 hour, resolve in 1 business day.
• P3, a standard request: respond in 4 business hours, fulfil in 3 business days.
• P4, a question or a nice-to-have: respond in 1 business day, resolve in 10 business days.

These are starting points, not industry benchmarks. Set them to what your team can actually meet, then tighten.

When an internal help desk in JBMOnboard360 isn't the right fit

• You need a full IT service management suite with device management, asset discovery or a configuration database. Those aren't listed features; use a dedicated ITSM tool.
• You only have five staff in one room. A shared checklist may be enough.
• You need payroll or benefits administration. JBMOnboard360 covers leave requests and attendance, not payroll.