ADP case tracker with escalation rules for HR teams

When something breaks in an ADP-managed payroll or HR workflow, the HR manager opens a ticket in the case portal and then... waits. There's no SLA visible, no way to know if it's been assigned, no way to escalate without calling in and starting over. Multiple users described the same loop: submit ticket, hear nothing, call in, re-explain the issue, get transferred, hear something different from a new rep, follow up again. One user said the response time 'can take days, delaying rollout of the ADP system.' Another said they received 'more than one different answer to the same question, so you're not sure which is correct.'

ADP's case portal exists but it's built to route tickets inward, not to give clients visibility outward. There's no reason for ADP to build transparency into their own support queue — every escalation path they formalize makes their SLA failures more visible. The HR manager using the portal has no leverage and no data.

What's missing is a client-side layer that sits on top of whatever case portal or email thread exists, tracks when each issue was opened, flags cases that have been open longer than a defined threshold, surfaces the history of every rep who touched it and what they said, and sends the HR manager a prompt to follow up before the issue goes cold. Users already know they have to follow up constantly — this just makes that follow-up systematic and logged instead of frantic and verbal.

This is a business and not a feature because ADP has no incentive to build it, and it recurs every month — payroll runs every two weeks, something breaks or needs adjusting on a rolling basis, and every HR team managing ADP has a backlog of open cases at any given time. The HR manager's alternative is a spreadsheet of case numbers and handwritten notes, which several of these users are probably already keeping.

What to build

Build a browser extension and lightweight web dashboard that ingests open cases from ADP's case portal (via scraping or forwarded email), tracks time-in-queue per case, logs every rep response, flags cases exceeding a user-defined SLA, and drafts a follow-up message the HR manager can send in one click.

Where to start

Target companies that recently onboarded ADP (within the last 12 months) — they have the highest case volume, the least institutional knowledge of how to navigate support, and the most acute pain from slow response times. Partner with ADP implementation consultants who already work with these clients during rollout.

The hard part

A browser extension that scrapes ADP's case portal is brittle — ADP can change their frontend and break it without warning, and they have no incentive to cooperate. The first version needs a fallback that works via forwarded email confirmations alone, which limits how much data you can reliably capture.

How it makes money

Flat monthly fee per HR team — $99–$299/month depending on case volume cap. Free tier for up to 5 tracked cases to drive word-of-mouth among HR coordinators who can't get budget approval easily.