Maximizing HR Productivity: Integrating HelpSpot and HRIS/HCM Systems

Written by Ian Landsman · 10.09.2023

If you use a shared inbox to manage your HR support requests, HelpSpot is email help desk software that lets you finally take control and stop losing track of who’s working on what. HelpSpot also lets you go far beyond what you could ever hope to do in a shared inbox by facilitating HRIS integration and HCM integration, allowing you to realize even more potential by maximizing HR productivity. In this article we will explore the benefits and possibilities of integrating HRIS/HCM systems with HelpSpot, enabling a more efficient and streamlined HR customer service experience.

Understanding HRIS and HCM Systems

Before delving into the HRIS integration & HCM integration possibilities, let’s first define HRIS and HCM systems.

HRIS systems are software solutions that centralize and manage employee data, including payroll, attendance, benefits, and performance evaluations. Popular HRIS systems include Hibob, Paylocity, Zenefits, and BambooHR.

HCM systems encompass an even broader set of functionalities, by building on top of HRIS capabilities to additionally include talent management, recruiting, and workforce analytics. Examples of HCM systems include Workday, Oracle Fusion Cloud HCM, ADP Workforce Now, and UKG Ready Suite (formerly Kronos).

Introducing HelpSpot’s Live Lookup Feature

HelpSpot’s Live Lookup feature empowers HR departments to leverage the data stored in their HRIS/HCM systems directly within the HelpSpot interface. By connecting an HRIS or HCM system with an open API to HelpSpot, you can retrieve employee data in real-time, eliminating the need for manual data entry and reducing errors.

With Live Lookup, HR agents can instantly view employee information, such as contact details, job titles, department, and employment status, without switching between multiple systems. The ability to have quick access to relevant employee data allows for more personalized and efficient HR customer service interactions. Additionally, Live Lookup facilitates the transfer of additional data from the HRIS/HCM system into custom fields you’ve created in HelpSpot, enhancing the context and depth of customer support. With Live Lookup you can define what data you’re bringing over from your HRIS/HCM system, a level of control that other types of integrations simply can’t match.

The Power of HelpSpot’s Request Push

In addition to Live Lookup, HelpSpot’s Request Push feature offers further integration benefits. Request Push enables HR departments to selectively ‘push’ (hence the name) customer service requests from HelpSpot directly into their HRIS/HCM system. This integration could, for example, allow you to send request information from HelpSpot directly into an employee’s record in your HRIS/HCM, facilitating tracking of employee interactions, reporting, enhanced HR service delivery, and more.

Request Push can be triggered manually or by use of a trigger in HelpSpot. Utilizing a trigger could mean that, for instance, every time an employee seeks assistance from HR through HelpSpot, the HRIS/HCM system automatically receives a record of the request, its resolution, and any other pertinent details. This feature enables HR departments to have a holistic view of employee interactions, making it easier to identify trends, track response times, and enhance overall HR service delivery.

Expanding Integration Possibilities

HelpSpot understands that each organization has unique integration requirements, and this blog post is just scratching the surface of what’s possible. In addition to Live Lookup and Request Push, HelpSpot offers flexible integration capabilities both through Zapier & HelpSpot’s robust public API. This flexibility allows HR departments to connect HelpSpot with various other systems, such as project management tools, collaboration platforms, or even custom in-house applications. With these integration options, organizations can create custom workflows and achieve maximum efficiency within their HR operations and seamless collaboration between internal groups.

Wrapping Up

Integrating HRIS/HCM systems with HelpSpot presents HR departments with the opportunity to elevate their customer service capabilities. By leveraging HelpSpot’s Live Lookup feature, HR agents can access employee data seamlessly, enhancing response times and personalization. Moreover, HelpSpot’s Request Push feature enables the synchronization of customer service interactions with the HRIS/HCM system, ensuring a comprehensive record of employee interactions. Should Live Lookup or Request Push not fully meet an organization’s integration needs, HelpSpot’s support for Zapier and our powerful API allows for further customization and connectivity options.

Elevate your HR customer service experience by leveraging the power of HelpSpot and your HRIS/HCM system integration today. To explore the possibilities of integrating HelpSpot with your HRIS or HCM system visit to view an on-demand demo or sign up for a free 21-day trial today.

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Ian Landsman
Ian founded HelpSpot in 2005 with the goal of making every interaction with your customers simple and efficient.
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