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Because the answer is on a record the employee cannot see, and the question arrives by email where it cannot be routed, measured or reassigned. Leave balance, payslip, policy, contract — the same four, individually.
A request queue for HR, where employees ask questions and the request carries their record with it.
Requests arrive identified, with the personnel record attached. Categories route to the right person, and volume by category is measurable.
A leave balance question arrives with the balance already attached — and more often, does not arrive at all, because self-service showed it first.
It should not be used for whistleblowing or grievances requiring anonymity. The record is attached, which is the opposite of what those need.
The personnel record. Where a request turns out to be real work, it escalates into Loop with the link preserved.
No. Desk answers customers; this answers employees, and the two queues do not mix.
Yes, and publish them — an unanswered queue is worse than an email address.
HR and the requester. Managers do not by default.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.