Managing employee requests: Everything HR professionals need to know

Every organization runs on a constant flow of employee requests. From IT tickets to HR questions, these interactions are essential, but they often create hidden friction that slows down both employees and the teams that support them. When requests are managed through scattered emails and spreadsheets, resolution times lag, and frustration grows.

Effective request management transforms this friction into a streamlined process. It provides a structured way to capture, route, and resolve every request, ensuring nothing gets lost and everyone stays informed. This approach improves efficiency and builds employee trust by delivering consistent, reliable support.

This article covers the fundamentals of building a modern request management system. We will explore the most common types of requests, share best practices for creating clear processes, and show how automation with a platform like monday service can accelerate resolution times. These strategies will help you create a scalable system that supports your teams and your business.

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Key takeaways

• Automated systems dramatically outperform manual processes — preventing lost requests, ensuring consistent response times, and providing real-time visibility.
• Clear request channels and transparent response times are essential for employee satisfaction — define exactly how people should submit requests and when they’ll get answers.
• Self-service options and knowledge bases solve many requests instantly — employees get immediate answers while your team focuses on complex issues.
• Tracking key metrics like resolution time and satisfaction scores reveals opportunities for continuous improvement.
• monday service transforms request management with AI-powered routing, customizable workflows, and integrations that connect every part of the business.

What are employee requests?

Employee requests are formal or informal submissions employees make when they need something from the organization — time off, new equipment, access to systems, or clarity on policies. They’re the day-to-day interactions between your workforce and support teams like HR, IT, and facilities.

Some requests are casual questions, while others are service requests that follow defined workflows. Service requests are tracked from intake to resolution, often requiring approvals and documentation (e.g., a new laptop request moving from manager approval to IT fulfillment and procurement).

Most common types of employee requests

Understanding request categories helps you build appropriate response systems. Here are the main types of requests HR professionals encounter daily, each requiring different expertise and handling approaches.

Time off and leave requests

Time off requests include everything from single vacation days to extended medical leave. Each type has specific requirements and approval processes.

You’ll encounter terms like:

• PTO (Paid Time Off): Combined vacation and sick days
• FMLA (Family and Medical Leave Act): Protected leave for family or medical reasons
• Sabbatical: Extended time away for personal or professional development

Benefits and compensation requests

Benefits requests spike during open enrollment periods and major life events. Employees need to adjust their coverage, add dependents, or understand their options.

Compensation requests include salary reviews, bonus inquiries, and expense reimbursements. Each requires different documentation and approval levels based on company policy.

Training and development requests

Professional development requests help employees grow their skills and advance their careers. These might include conference attendance, certification programs, or internal training opportunities.

Budget constraints often influence these decisions. You’ll need clear policies about what training the company supports and how employees can apply.

Workplace and equipment requests

Physical workspace requests involve multiple departments working together. An ergonomic chair request might start with HR, move to procurement for purchasing, and end with facilities for delivery.

Equipment requests range from basic office supplies to specialized tools, highlighting the need for enterprise asset management.

Policy and compliance requests

Policy requests seek information rather than services. Employees need to understand company procedures, compliance requirements, and how policies apply to their specific situations.

These requests require expertise and clear communication. Misunderstandings about policies can lead to compliance issues or employee dissatisfaction.

IT support requests

Technology issues and access needs (password resets, software installs, hardware repairs). These are best handled through a ticketing system so nothing falls through the cracks and SLAs are enforced.

Manual vs automated request management systems

How you handle requests directly impacts employee satisfaction and team efficiency. Let’s compare traditional manual approaches with modern automated systems.

Manual systems rely on email chains and spreadsheets. Automated systems use centralized platforms with built-in workflows. The differences become clear as your organization grows:

• Request tracking: Manual systems scatter information across emails. Automated systems keep everything in one searchable location.
• Response consistency: Manual handling creates variable response times. Automated systems enforce SLAs.
• Visibility: Manual processes hide the request status. Automated platforms show real-time progress.

Limitations of manual request handling

Manual systems create problems that compound over time. Requests get buried in email threads, and ownership often isn’t clear — leaving employees unsure if anyone is working on their issue. Response times vary widely depending on who happens to see the request first.

Without a structured process, teams spend more energy chasing information and updating spreadsheets than actually resolving requests. This slows down service delivery, increases the risk of errors, and creates frustration on both sides — employees waiting for answers and teams struggling to keep up.

Benefits of automated request systems

Automated systems solve these problems through centralized intake and intelligent routing. Every request gets tracked, assigned, and resolved according to defined processes.

A platform like monday service exemplifies these benefits by automatically categorizing requests and routing them to the right teams. This consistency improves both efficiency and employee satisfaction.

Key features to look for

Essential features make the difference between a system that works and one that transforms your operations. Focus on capabilities that address your specific pain points:

• Centralized intake: All requests flow through one system
• Smart routing: Automatic assignment based on request type and team capacity
• Status tracking: Real-time visibility for everyone involved
• SLA management: Automated escalation for overdue items

7 best practices for managing employee requests

These proven strategies work regardless of your current system. Each addresses common challenges while building sustainable processes.

1. Establish clear request channels

Define exactly how employees should submit different types of requests. This eliminates confusion and ensures requests reach the right teams quickly.

Create dedicated channels for each request type — IT requests through a service portal, HR requests through a secure form, and facilities requests via email. Make these channels obvious and accessible.

2. Set transparent response times

Tell employees exactly when they’ll get responses. Service Level Agreements (SLAs) set these expectations based on request type and urgency.

Simple requests like password resets might have 2-hour targets. Complex policy questions might need 48 hours. Clear communication prevents frustration.

3. Create self-service options

Many requests don’t need human intervention. Knowledge bases and FAQs let employees find answers instantly, which is why Gartner identifies self-service as one of the critical levers to transform customer service and support.

4. Implement smart routing

Get requests to the right person automatically. Smart routing analyzes request content and assigns it based on expertise and availability.

This eliminates manual sorting and reduces response times. With monday service, smart routing is supported across multiple channels — whether requests come in by email, Slack, or a service portal, they’re automatically categorized and assigned.

5. Track request metrics

Measure what matters to improve your processes. Key metrics reveal patterns and opportunities:

• Resolution time: How quickly you solve problems
• First-contact resolution: How often you fix issues without escalation
• Satisfaction scores: What employees think of your service
• Volume trends: When and why requests spike

6. Enable cross-department collaboration

Complex requests need multiple teams. Onboarding requires HR, IT, and facilities coordination. Without collaboration features, these requests stall between departments.

Build workflows that keep everyone informed. Use platforms that show progress across teams and maintain momentum through handoffs.

7. Gather employee feedback

Ask employees about their experience with your request processes, as their perspective can differ significantly from leadership’s — while monday.com’s World of Work report found that 45% of senior leaders believe change is managed ‘very well,’ only 23% of individual contributors share that view. Post-resolution surveys and periodic check-ins reveal problems metrics might miss.

Act on feedback to show you’re listening. Small improvements based on employee input build trust and encourage future participation.

How to create effective request management policies

Clear policies ensure consistent handling across your organization. They define expectations, assign responsibilities, and maintain compliance standards.

Defining request categories and priorities

Create categories that match your organization’s structure. Group similar requests together for efficient handling.

Build priority matrices that distinguish urgent issues from routine requests. Safety concerns always take precedence. Compliance matters come next. Standard requests follow normal timelines.

Setting SLAs and response standards

Balance employee expectations with team capacity. Different requests need different timeframes.

Simple updates might resolve the same day. Complex investigations might need a week. Communicate these standards clearly to manage expectations.

Establishing approval workflows

Design approval processes that maintain control without creating bottlenecks. Some requests need multiple approvals. Others can be processed automatically.

Build delegation strategies for coverage. Nobody should become a single point of failure that delays requests.

Ensuring compliance and documentation

Document everything for compliance and analysis. Different request types have different requirements.

HR requests with personal information need strict confidentiality. IT requests might need technical documentation. Consistent practices protect your organization and enable improvement.

How AI and automation transform request management

AI and automation transform request management from reactive to proactive. These technologies handle routine work while providing intelligent assistance for complex issues.

AI-powered ticket classification

AI analyzes incoming requests and automatically applies categories, priorities, and labels—a capability that resonates with IT teams, where 86% of professionals already use AI for automation. This happens instantly, without manual review.

monday service uses AI to understand request content and route it appropriately. Urgent issues get immediate attention. Routine requests follow standard workflows.

Automated routing and assignment

Smart routing considers multiple factors when assigning requests. Request type, team expertise, and current workload all influence where requests are directed.

Automation ensures balanced distribution. Nobody gets overwhelmed, while others sit idle. Requests match the right skills every time.

Self-service knowledge bases

AI-powered knowledge bases learn from interactions. They suggest relevant articles during request submission, potentially solving issues before they need human help.

This proactive approach reduces ticket volume. Employees get instant answers. Support teams focus on complex problems that truly need their expertise.

Predictive analytics for request trends

AI spots patterns humans might miss. It predicts volume spikes, identifies recurring issues, and highlights resource needs before they become problems.

Use these insights for proactive planning. Staff appropriately for busy periods. Address root causes of frequent requests. Prevent issues instead of just responding to them.

Transform your employee request management with monday service

Modern organizations need a service management solution that adapts to the way they actually work. Instead of forcing teams into rigid processes or adding IT complexity, the platform should connect ticketing, knowledge management, and cross-department collaboration in one place. That’s exactly what you get with monday service.

Smarter request handling with AI

AI capabilities take the manual effort out of managing requests:

• Smart routing sends tickets to the right team or agent based on context.
• Automatic categorization organizes incoming requests, even during peak volumes.
• Instant responses keep employees updated, reducing follow-ups and frustration.
• Knowledge suggestions help agents resolve issues faster by surfacing past solutions and relevant articles.

Features that matter most to teams

Instead of offering generic ticketing, the platform is designed with capabilities that directly improve employee experience and operational efficiency:

• Multi-channel intake: Requests can come through email, Slack, or a service portal and are automatically captured. Gmail and Outlook integrations even turn messages into tickets in real time.
• Service catalog (coming soon): Employees will see a clear menu of available services and how to submit each type of request, removing guesswork.
• Knowledge management and self-service: A searchable library gives employees immediate answers, while freeing support teams to focus on complex issues.
• SLA rules and escalation paths: Service-level agreements are enforced automatically, with overdue requests flagged and routed to the right approvers.
• Deep integrations: Connect to tools across the organization. For example, Azure DevOps keeps IT and development aligned, and DocuSign ensures compliance for contracts and approvals.
• Flexible workflows: Drag-and-drop customization means you can design everything from simple approval chains to multi-department processes — without needing developers.

Visibility that drives improvement

Real-time dashboards and analytics provide the clarity leaders need:

• Pinpoint where requests get delayed and act quickly to remove bottlenecks.
• Compare SLA performance over time with visual indicators.
• Forecast request spikes by analyzing historical trends.
• Understand satisfaction scores, resolution rates, and team capacity in one view.

These insights turn service delivery into a proactive, data-driven practice rather than reactive firefighting.

Measuring and improving request management performance

What gets measured gets managed. Track the right metrics to demonstrate value and identify improvement opportunities.

Key metrics to track

Focus on metrics that reflect both efficiency and satisfaction. Each tells part of your performance story:

• Average resolution time: Shows operational efficiency
• First-contact resolution rate: Indicates process effectiveness
• Employee satisfaction scores: Measures service quality
• Request volume trends: Guides resource planning

Analyzing request patterns

Look beyond individual metrics to understand patterns. Why do certain requests spike? What causes delays? Which processes frustrate employees?

Regular analysis reveals root causes. Maybe policy changes trigger confusion. Perhaps system updates create access issues. Understanding patterns enables targeted improvements.

Identifying improvement opportunities

Use data to find specific improvement areas. Where do requests get stuck? Which processes generate complaints? What takes longer than it should?

Focus improvements where they’ll have a real impact. Small changes to high-volume processes often deliver bigger results than major overhauls of rare requests.

Building a culture of continuous improvement

Make improvement part of daily operations, not special projects. Encourage feedback. Test new approaches. Learn from what works and what doesn’t.

Involve employees in improvement initiatives. They know the pain points best and will support changes they help create.

Employee requests don’t have to be a source of friction. With AI-powered routing, customizable workflows, and real-time visibility, your organization can turn every request into an opportunity to improve employee experience.

monday service is built to make that possible — intuitive, adaptable, and connected to every moving part of your business. Get started with monday service today.

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