Top 10 HR Case Management Software of 2024

HR Case Management Software|zendesk logo|HappyFox logo|happyhr logo|SysAid logo

Why use SafetyCulture?

An industry-leading operations platform, SafetyCulture is the perfect case management software for HR (Human Resources) teams, as it streamlines almost all their tasks, such as answering employee queries, handling onboarding and refresher training sessions, and conducting workplace investigations. Aside from automating workflows, this digital solution also digitizes data to eliminate tedious and time-consuming paperwork. It also enhances communication, minimizing misunderstanding and delays in issue resolution. Finally, with SafetyCulture, HR personnel can focus on strategic initiatives for the organization’s benefit.


  • Standardize documentation processes by building templates from scratch for employee records, performance assessments, and incident reporting using any of the existing copies from the Public Library.
  • Promptly investigate and resolve reported issues by sending notifications regarding new case submissions, updates, or approaching deadlines via Heads Up.
  • Ensure timely resolution for any concerns, especially complex ones that require high-level interventions, by setting up prioritization and escalation workflows.
  • Increase transparency in the workplace by generating accurate reports, complete with photo and media attachments, and storing these digital documents in a secure, centralized repository.
  • Become more proactive by leveraging analytics to identify patterns in issues, pinpoint bottlenecks in processes, and project trends for overall operational improvement.

Why use BambooHR?

Used by over 30,000 companies worldwide, BambooHR automates critical administrative tasks that eliminate inefficiencies, minimize errors, and guarantee seamless operations and employee experience. With this all-in-one platform made specifically for Human Resources, organizations can focus more on developing their workforce and further expanding their business.


  • HR data and reporting
  • Employee experience and performance
  • Payroll, time, and benefits

Why use Freshdesk?

While this digital solution is designed mainly for customer relationship management, Freshdesk’s features can be used to automate HR workflows as well. Its collaboration module unifies all communication channels so that organizational issues, especially those concerning employees, can be resolved effortlessly.


  • Ticket dispatch and assignment
  • Reporting dashboard
  • Omnichannel support

Why use Zoho Desk?

This is another CRM platform that can work exceedingly well for HR departments and their processes. Zoho Desk’s most vital functionality is its automated ticketing, enabling managers to log accurate information regarding issues and then prioritize them accordingly to obtain appropriate and prompt resolutions.


  • Ticket management
  • Self-service
  • Instant messaging channels

Why use ServiceNow?

One of ServiceNow’s most highly rated modules is their Employee Workflows. This allows HR personnel, legal experts, IT specialists, and members of other departments in an organization to collaborate better for increased agility and, more importantly, improved productivity.


  • HR service delivery
  • Safe workplace suite
  • Legal service delivery

Why use Zendesk?

Another highly-rated comprehensive CRM suite, Zendesk enables HR teams to modernize help desks so they can handle inquiries, provide the right solutions for issues, effectively track KPIs, and ultimately support every single member of the organization.


  • Ticketing system
  • Live messaging and chat with history
  • Pre-built reporting and analytics

Why use HappyFox Help Desk?

HappyFox is an all-in-one CRM solution that can also be used by HR teams to manage their workflows. While all their modules work in conjunction with each other, their Help Desk can specifically help in ticketing, which improves incident management and speeds up response times.


  • Omnichannel ticket creation
  • SLA (Service Level Agreement) management
  • Knowledge base

Why use HappyHR?

Considered one of the best HR case management software in Australia today, HappyHR consolidates all the information required by relevant personnel so they can effectively work on employee inquiries and concerns, manage their onboarding and continuous growth in the company, and boost overall productivity in the workplace.


  • Grievance management with reporting
  • Training and development
  • Contract and policy compliance

Why use SysAid?

This IT service management solution automates numerous administrative tasks, especially those handled by the Human Resources department, so they can focus on building relationships and collaborating with the rest of the team for the benefit of the organization’s bottom line.


  • Ticket automation with routing rules
  • Task automation for repetitive requests
  • Self-service portal

Why use SolarWinds Service Desk?

The Service Desk is one of the most effective service automation tools under SolarWind’s all-in-one suite, designed specifically for HR departments. With this digital solution, they can handle any concerns brought to them by workers from other teams, resolve problems quickly, and help them get back to work for increased productivity.


  • Employee service portal
  • Incident and problem management
  • Change management

What is HR Case Management Software?

HR case management software is a digital system designed for human resources (HR) teams, helping them confidentially manage all concerns raised by the company’s employees, including inquiries, requests, and even incidents. By automating integral tasks, digitizing and centralizing information, and streamlining communication, HR personnel can analyze employee performance better and resolve issues brought to them immediately. Ultimately, this indispensable tool enables businesses to handle personnel matters more effectively and foster better employee experience.


HR teams often grapple with their job mainly because there are too many tasks to juggle, from matching the right people to the company’s current requirements to navigating onerous legal mandates. Case management software for HR efficiently addresses these challenges and will bring about the following:

  • Increased task efficiency – A great deal of HR work requires record keeping. This includes personnel planning, hiring information, training certifications, compliance requirements, compensation, and appraisal, just to name a few. Managing all these manually often results in disarray and errors. Most of the best HR case management software includes a centralized repository for all these data, enabling professionals to track and access information and promptly respond to the needs of their employees.
  • Improved collaboration – Communication breakdowns between the HR department and the rest of the employees are common because documented issues tend to get lost in sheaves of papers and email chains. However, because most digital solutions are accessible on mobile devices, workers can instantly notify their managers and check up on the case progress. And with the help of ticketing, managers can effortlessly prioritize, track, and resolve issues.
  • Better decision-making – Automated reporting and pre-built analytics help HR managers gain insights into the recurring issues (e.g., specifically how these come about) and project trends that impact their operations. With these, they can act on issues without delay and, more importantly, make the necessary changes for the future.

Key Features

Many comprehensive management solutions include modules that HR teams can use. Expect these to be pricey as they can be used for handling finance, networks, and even customer relationships. Stand-alone HR case management software prices are not just lower, they are task-specific. Whichever you go for, make sure it has the essentials:

Selecting the Right HR Case Management Software

All the HR case management software (UK, US, or Australia) are good options if you are serious about enhancing the HR department and contributing to the growth of the employees and the entire organization. Before making your choice, take a look at the summary below:

HR Case Management Software Free Version Paid Plan Mobile App
SafetyCulture Yes $24/user/month* Yes
BambooHR No Custom quote Yes
Freshdesk Yes $15/agent/month * Yes
Zoho Desk No $14/user/month * Yes
ServiceNow No Register for pricing Yes
Zendesk No $19/agent/month * Yes
HappyFox Help Desk No $29/agent/month * Yes
HappyHR No $6/employee/month
(36-month lock-in price)
SysAid No Register for pricing Yes
SolarWinds Service Desk No $39/tech/month Yes

* billed annually

Eunice Arcilla Caburao
Article by
Eunice Arcilla Caburao
Eunice is a content contributor for SafetyCulture. A registered nurse, theater stage manager, Ultimate Frisbee athlete, and mother, Eunice has written a multitude of topics for over a decade now.