Support ticket tracker for HR admins stuck in vendor queues

When an HR admin submits a support request to their benefits or engagement vendor, the ticket vanishes. There's no dashboard, no SLA visibility, no way to know if it was read, who owns it, or when to expect a response. The complaint 'hard to get a hold of employees that have opened a case' isn't about rudeness — it's about total opacity once something is submitted. Admins are left sending follow-up emails into the void or calling a general line to ask about a ticket they already filed.

This gap persists because the vendors have no incentive to build transparent SLA tracking that exposes how slow they actually are. A dashboard showing 'average response time: 9 days' is bad marketing for the vendor, so they don't build it. The person who needs that visibility — the HR admin managing 15 open vendor issues at once across their HRIS, engagement tool, and benefits provider — has no way to get it.

HR admins at mid-size companies often manage relationships with 5–10 HR software vendors simultaneously. Right now they track open issues in a personal spreadsheet or just wait and hope. Every open enrollment cycle, every system migration, every new benefit rollout creates a fresh wave of support tickets across multiple vendors at once. The cost of not knowing where things stand is real: employees waiting on reimbursements, managers asking HR for answers HR doesn't have, and HR admins manually following up on things that should be automatic. This is a business because the problem recurs on a predictable cycle and compounds with every vendor a company adds.

What to build

Build a web app where HR admins log and track open support tickets across all their HR software vendors in one place — with manual entry, email-parsing to auto-capture ticket confirmations, configurable follow-up reminders, and a timeline view showing how long each vendor has taken to respond historically.

Where to start

Target HR admins who are active in HR operations communities (like HR subreddits or Slack groups) and offer the tool free for solo users, charging only when a team of two or more admins shares a vendor ticket workspace — that's the moment the tool becomes clearly irreplaceable.

The hard part

Getting the first cohort of users to adopt a new tool for tracking tickets requires that their current pain be acute enough to justify another login — and many will default to 'I'll just keep my spreadsheet,' so the email-parsing auto-capture has to work reliably from day one or the product feels like more work, not less.

How it makes money

Free for individual HR admins tracking their own tickets; per-seat subscription when multiple team members collaborate on a shared vendor queue, with the first seat free and each additional seat charged monthly.