HR Onboarding in Zendesk with Myndbend Process Manager – Help Desk Apps for Agent Productivity

Zendesk’s ticket management system is flexible enough to be quite useful when taking care of the many tasks associated with onboarding new hires. Whether new equipment needs to be ordered, network permissions created, workspace arranged, or compliance documents signed, Zendesk helps get it done with minimum effort.

However, there are many redundant tasks that must be done to get each new employee started, and these tasks quickly become burdensome even for Zendesk during group hires.

----------------------------------------

For our take on onboarding best practices, check out our article …

----------------------------------------

That’s where Myndbend Process Manager can make the process much more efficient. It can:

make approvals and multiple sign-offs easy
handle repetitive tasks in bulk
note progress through the onboarding process
track compliance
manage forms and whether they’re signed

To see an example of how Myndbend Process Manager can be used to simplify and automate the onboarding process, read on to see our checklist / comparison grid.

Onboarding Checklist and Myndbend Process Manager Comparison Grid

The onboarding checklist in the left column below was originally published as a downloadable Word document available on the MIT New Employee Orientation & Onboarding website. Some changes have been made to make the checklist applicable to a broader audience.

NOTE: Although the list is designed to be used for the onboarding of one employee, it is just as useful (if not more) when bringing on many employees at once.

Before Employee Start Date Outcomes: This is a welcoming work environment with informed colleagues and a fully-equipped work space; new employees feel “settled in” on their first day.	How Myndbend Process Manager can help with onboarding tasks and approvals*
New hire request is submitted to HR, including salary information, department and start date.	A Zendesk form would collect “New Hire” requests with custom fields including “New Hire Name, New Hire Email, and New Hire Phone.” The tickets would automatically be assigned to the HR group and necessary approvers added using a Myndbend trigger. For illustration purposes, we’ll call this ticket #1.
Offer is extended to candidate.	Once approvals of the hiring request are received, the HR manager in charge of making the offer can contact the candidate and update a field called “Offer Status” to “Extended” on Ticket #1.
Candidate verbally accepts the offer.	Once the offer is accepted, the HR manager will update the “Offer Status” field to “Accepted.” This field will place a tag on the ticket “offer_accepted” which can be used to trigger a Child Ticket (ticket #1 is the parent, let's call this #1A), which will include the offer request text and be assigned to a designated HR agent, who can mark the child ticket as solved. Myndbend app will can automatically copy the patent tickets custom fields to children tickets. This will allow child tickets to use field data, such as New Hire’s name, in the ticket description. This step may also require the addition of approvers for the written offer. The assignee and approvers can be preselected in the Myndbend child ticket template.
Contact employee to confirm start date, time, place, parking, dress code, etc. and to let them know who they will be reporting to on their first day / the name of their onboarding buddy.	Child Ticket #1B can be automatically generated, once the offer ticket (#1A) is solved, to task HR agent with sending an email to the employee with the necessary start information, including assignment of an onboarding buddy. Myndbend calls this “sequencing,” where one child ticket is solved or approved first, then additional tickets are spawned.
Email department, team and/or functional area of the new hire with announcement including start date, employee’s role and a brief bio.	Child Ticket #1C can be automatically generated once ticket #1B is solved. This ticket will be assigned to the HR agent, who will send an email updating all necessary parties, including the new employee as appropriate. Once complete, this ticket can be solved.
Identify and request computer, printer, iPad, smart phone, software, network and database permissions,phone installation, email address, security badge / key card, add to necessary email lists, and other technology requirements.	A batch of child tickets (using a template set) can be automatically generated once the offer ticket (#1A) is solved to request standard equipment based on department and role, with bulk child tickets for each individual requirement such as network permissions, and automatically require approvals from the manager of the department and IT manager. It should also require the department manager to close relevant child tickets once the employee actually receives the equipment or access.
Arrange for workspace and to have the area cleaned and set up with supplies, keys/key cards, business cards, name plate, and parking sticker.	A new facilities child ticket can be automatically generated once the department notification ticket (#1C) is approved to request an allotment of workspace, including approvals from the manager of the department and Facilities manager.
Plan and add employee calendar for the first two weeks including tour, orientation, training, regularly scheduled meetings, meetings with critical people, assignments and welcome lunch.	Child Ticket #1D can be automatically generated once the offer ticket (#1B) is solved to send an email to the department manager to remind them to create the calendar, and they can solve the ticket when complete. A new ticket (#1E) can be generated by HR for orientation and required trainings, with child tickets for each individual training requirement. Ticket can be assigned to approvers and employee.
Put together welcome packet from the department and include: job description, welcome letter, contact names and phone lists, campus map, parking and transportation information, mission and values of the Institute, information on team, etc. Leave with new employee’s point of contact.	Child Ticket #1F can be automatically generated once the offer ticket (#1A) is solved to remind the HR assignee to create the welcome packet and assign an onboarding buddy if relevant. An electronic welcome packet can be created within Zendesk Help Center.
Confirm that employee’s initial point of contact and/or onboarding buddy are prepared to meet with him or her when they arrive on the start date.	A new ticket (#1G) can be automatically generated once Child Ticket #1B is solved to send a reminder email the day before, assigned to the employee's point of contact, onboarding buddy, and the HR representative who will be processing the employee's arrival. The ticket text can include a checklist similar to the following section for First Day.
Arrange for a personal welcome from the senior level executive in their area.	Child Ticket #1H can be automatically generated once the offer ticket is solved to send an email to the senior executive's assistant requesting an appointment or reminder be added to their calendar. The ticket can contain the text from the offer ticket, providing essential info about the new employee. Once all child tickets have been approved and solved, the main on-boarding request (parent ticket) can be solved.
First Day Outcomes: The employee feels welcomed and prepared to start working; begins to understand the position and performance expectations
HR representative adds welcome announcement to intranet.	Ticket #2 can be created and assigned to the designated HR representative as a reminder to create the welcome message or send out welcome announcement to the company via email. Child tickets can be created for each of the first day tasks.
Greet the employee.	Child Ticket #2a can be closed by the employee's point of contact.
Direct supervisor meets with the employee to establish rapport, get to know each other more, and answer any initial questions / concerns the employee may have. Introduce employee to department's purpose, organizational structure, and goals. Describe how employee’s job fits in the department, and how the job and department contribute to the organization as a whole.	Child Ticket #2b can be created and assigned to the direct supervisor. This ticket can be solved once the direct supervisor completes the first day tasks.
Direct supervisor escorts employee to designated work area and makes sure everything is suitable for employee's unique needs, especially ergonomics. Provides information on setting up voicemail and computer. Explains how to get supplies and use phones, printers, copiers, FAX machines, and other relevant office machines.	Direct supervisor can open new requests as needed if any assistance from IT in getting connected to and using office technologies.
Direct supervisor gives employee key(s), and building access card, email address and instructions for creating network password.	Child Ticket #2c can be assigned to supervisor and solved once this has been done.
HR representative discusses transportation and parking, and provides parking sticker.	Child Ticket #2d can be assigned to HR representative and solved once the employee receives this information.
Supervisor, HR representative or onboarding buddy takes employee on campus tour and introduce employee to others in the workplace.	Child Ticket #2e can be assigned to Supervisor, HR representative or onboarding buddy and solved once the employee receives the tour.
Supervisor invites employee to lunch with department staff.	Child Ticket #2f can be assigned to Supervisor and solved once the employee is taken to lunch with team.
Direct supervisor makes sure the employee meets with HR at scheduled time to complete I-9, benefit forms and other paperwork, and receive employee handbook. HR representative explains the annual performance review and goal-setting process, the process related to the probationary period, hours of work, policies and procedures for overtime, use of vacation and sick time, holidays, etc. and any flexible work policies or procedures.	Child Ticket #2g can be assigned to the Supervisor and solved once the employee completes HR forms. A Zendesk form can be used to capture the employee's acknowledgement of receipt of this information, as well as a checklist for the employee's HR contact to make sure everything is gone over. An electronic version of the employee handbook could be available through Zendesk Help Center.
Direct supervisor goes over the first week’s schedule with the employee, including orientation and required and/or recommended training.	Child Ticket #2h can be assigned to supervisor to review schedule and solved by the supervisor when complete.
First Week Outcomes: New employee builds knowledge of internal processes and performance expectations; feels settled into the new work environment.
HR representative makes sure employee attends orientation and other required trainings, and checks in informally with employee to see how things are going and if they have any questions or needs.	Ticket #3 (and its child tickets) can be used to track employees progress / as a checklist. Assignees can close these tickets once it has been confirmed that each training is complete.
Direct supervisor meets with employee to review job description, outline of duties, and expectations. The supervisor should make sure that the employee is clear about how his/her success will be defined, measured, documented and rewarded, and provide written performance goals and professional development goals.	A Zendesk form can be used to capture the employee's acknowledgement of receipt of this information, as well as a checklist for the employee's supervisor to make sure everything is gone over. Zendesk Help Center can be used to present this information.
First Month Outcomes: Employee is cognizant of his/her performance relative to the position and expectations; continues to develop, learn about the organization, and build relationships.
Employee “shadows” direct supervisor at meetings to get exposure to others and learn more about the department and organization.
Supervisor creates opportunities for employee to attend or be involved in committees, cross-functional teams, activities etc. outside of his/her work area to encourage socialization.
Direct supervisor takes employee out to lunch for an informal, one-on-one, one-month performance check-in, revisiting the written performance goals and professional development goals discussed in the employee's first week.	Child Ticket #3a will be assigned to supervisor, and reminder automatically sent (see Myndbend Ticket Reminder app) to the direct supervisor a week before the employee's one month anniversary to remind them to schedule the check in. The supervisor can close this ticket once complete.
HR representative meets with employee and buddy at the end of their structured buddy-relationship. They discuss how things went and what else would be helpful for the employee.	Child Ticket #3b will be assigned to the HR representative and reminder automatically sent (see Myndbend Ticket Reminder app) to the HR representative, onboarding buddy and employee a week before the employee's one month anniversary to remind them to schedule the meeting. The HR representative can close this ticket once complete.
90 Days Outcomes: Employee is becoming fully aware of his/her role and responsibilities, beginning to work independently and produce meaningful work. He/she continues to feel acclimated to the environment, both functionally and socially.
Direct supervisor takes employee out to lunch for an informal, one-on-one, three-month performance check-in, revisiting the written performance goals and professional development goals discussed at the end of the employee's month.	Ticket #4 (and its child tickets) can be used to track employees progress / as a checklist. Assignees can close these tickets once it has been confirmed that each training is complete. Child Ticket #4a will be assigned to supervisor, and reminder automatically sent (see Myndbend Ticket Reminder app) to the direct supervisor a week before the employee's three month anniversary to remind them to schedule the check in. The supervisor can close this ticket once complete.
HR representative meets with employee to complete benefit paperwork.	Child Ticket #4b will be assigned to the HR representative and reminder automatically sent (see Myndbend Ticket Reminder app) to the HR representative and direct supervisor a week before the employee's 90-day anniversary to remind them to schedule and prepare for the benefits meeting.
Six Months Outcomes: Employee has gained momentum in producing deliverables, has begun to take the lead on some initiatives, and has built some relationships with peers as go-to partners. Employee feels confident and is engaged in new role while continuing to learn.
Direct supervisor meets with employee for informal six-month performance check-in, revisiting the written performance goals and professional development goals discussed at the end of the employee's third month.	Ticket #5 (and its child tickets) can be used to track employees progress / as a checklist. Assignees can close these tickets once it has been confirmed that each training is complete. Child Ticket #5a will be assigned to supervisor, and reminder automatically sent (see Myndbend Ticket Reminder app) to the direct supervisor a week before the employee's six month anniversary to remind them to schedule the check in. The supervisor can close this ticket once complete.
End of First Year Outcomes: Employee is fully engaged in new role – applies skills and knowledge, makes sound decisions, contributes to team goals, understands how his/her assignments affect others in the organization, and develops effective working relationships. He/she has a strong understanding of the organization's mission and culture. Employee continues to be engaged in his/her role and has gained greater confidence in position; begins to take on additional assignments and works with some level of autonomy.
Supervisor conducts annual review process, and checks in with them about: The employee’s experience with and perspective on the department and organization to date The extent to which the employee’s expectations of role and the organization's align The extent to which the employee’s skills and knowledge are being utilized and ways to better utilize them; what’s working, what they need more of, etc. Discuss employee’s professional development goals and identify relevant learning opportunities. Begin discussing the year ahead -- initiatives, projects, vision, opportunities, challenges, etc.	Ticket #5 will be created by HR and assigned to the supervisor. A reminder will be automatically sent (see Myndbend Ticket Reminder app) to the direct supervisor a week before the employee's one year anniversary to remind them to schedule and prepare for the annual review. The HR representative can be added as an approver. The supervisor can close this ticket once the review is complete and HR approves.

* Please note that the following functions are only available in the premium version of Myndbend Process Manager: automatic creation of tickets via trigger, automatically add approvers, templates for HR onboarding common tasks, sequencing child tickets.

----------------------------------------

For our take on onboarding best practices, check out our article …

----------------------------------------

Did we think of it all? If you include other steps in your onboarding process that you think should be included, let us know! Leave a comment below...

Can't find the answers you're looking for?