ROUBLER SELF SERVICE SUPPORT
The following article shows you how to use our internal Self Service Help Centre.
Our Support Team are available to assist with any technical issues with the system or queries in which you believe the system is not working as intended.
To ensure that urgent/priority requests from businesses are prioritized accordingly, it is imperative that you utilize our built in Roubler Help Centre prior to raising a support request.
Please note that if you require detailed business consultancy regarding your system setup, training, setup/configuration changes, that these services fall outside of our general support and are billed services.
Our team are actively working on updating/improving our self service resources and if you are ever unable to locate information within our help centre, please let us know so we can ensure this is updated.
BILLED SERVICES
If you are interested in arranging billed training/setup/consultancy/pay rule adjustments/award updates/award installations, ANZ payroll processing/ANZ Payroll Auditing, these can be arranged via our Implementations Team or our Managed Services Team who specialize in these areas and can provide an estimate/quote for these services.
HOW TO ACCESS OUR SELF SERVICE HELP CENTRE
- Login to Roubler and click on the 'Help' icon
- Use the Search bar to locate certain topics e.g. Roster, Timesheet, Leave
- Click on the relevant article and it will open in the pop-up box
- To view the full size article, click on the icon in the top right corner & it will open in a new window
- Full Roubler Help Centre Link: https://support.roubler.com/hc/en-us
- Administrator Employee Error Support: CLICK HERE to find out how to resolve/fix employee login/onboarding errors
- New Employee Onboarding Assistance: CLICK HERE If you are a new employee having issues creating your account and onboarding, please CLICK HERE.
- Login Issue Assistance: CLICK HERE If you are having issues logging into Roubler.
- Employee Account Queries/Changes: If you are an employee at a business and you have queries regarding your personal details, access, configuration, leave/payroll queries, please reach out to your employer directly to discuss or please refer to our help centre for various frequently asked questions.
WHO CAN LODGE A SUPPORT REQUEST
- Generally speaking, the Roubler Support Team accepts support queries from Administrators at your Company
- For any Employee & Manager requests, these need to be directed to your Administrator, Manager with Finance or Manager with Payroll team members to investigate/troubleshoot first.
- Non-Administrator requests received to Roubler Support will not be supported and we will direct the employee back to the Employer
- Requests from Company Administrators will be prioritized by our Support Team
- Changes to your Roubler System settings are to be completed by Company Administrators for security/compliance purposes
- If for any reason Roubler Support are required to make any amendments in your system due to technical issues, these need to be authorized by an Administrator at your Company & all changes must be reviewed/confirmed by the Administrator once completed
- Any Training/Consultancy/Auditing/Custom Reporting/Additional Setup/Re-Configuration/Amendments to your Roubler System are an additional billed service and needs to be assigned to our Implementations Team or Managed Services Team to provide an estimated quote.
HOW DO I LODGE A SUPPORT REQUEST TO ROUBLER SUPPORT?
Tickets can be lodged by either clicking on the 'Help' icon in the top right of your Roubler System once logged in and selecting 'Contact Us'.
Alternatively, you can send an email through to support@roubler.com
IMPORTANT:
In order for our team to investigate your queries adequately and to ensure an adequate resolution time, we require the following information to be sent in a ticket via an administrator at your company:
- EMAIL SUBJECT: Please include a brief description of your issue e.g. Timesheet Issue - John Smith - Incorrect Break
- P1 CRITICAL TICKETS: For any system outages or same day critical requests, please include the word CRITICAL in your email SUBJECT e.g. CRITICAL - System Outage - Company Name
- COMPANY NAME:
- EMPLOYEE FULL NAME:
- EMPLOYEE USERNAME:
- OVERVIEW OF ISSUE:
- STEPS TAKEN: Please note all steps you took to get to the specific issue you are experiencing, this helps our team investigate and then replicate the issue where needed so our technical team can lodge a development request for resolution and prioritization.
- TROUBLESHOOTING COMPLETED: Please be specific with what features/areas/settings you have already looked at prior to raising a ticket
- SPECIFIC ITEMS: e.g. Employee Full Name, Email Address, Timesheet Date/ID, Location Name, Permission Group
- FULL SIZE SCREENSHOTS: Please provide full size screenshots of the pages you are experiencing issues on, if you are experiencing any errors, please send a full size screenshot of the errors (this should be your entire screen as we need as much information as possible to investigate).
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