Efficient communication is essential for resolving any inquiries or issues you might encounter. This guide will walk you through how to open a support request and review its status to ensure a seamless experience with our team.
Accessing the Form
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Navigate to the form page:
- The form is available in the Factorial support section.
- Access it directly through the provided link: https://portal.support.factorialhr.com/servicedesk/customer/portal/5
To open a ticket to Customer Support, you will need to log in with your username and password.
Notifications vs. Responses
When you submit a request, you may receive email notifications regarding updates to your ticket. Please note that these emails are purely notifications and do not contain responses to your queries. All responses from our support team will be available directly within the ticket in the user portal.
Request Categories
The form is divided into four main categories. Ensure you select the appropriate category for each request.
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General Inquiries:
- When to use: For general questions, reporting UI glitches, translation issues, or suggesting improvements.
- Example: "The 'Save' button is not displaying correctly in Spanish."
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Technical Inquiries:
- When to use: For issues related to API or integrations, technical incidents, or report requests (SQL).
- Example: "Connection error when integrating with the Billing API."
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Billing Inquiries:
- When to use: For billing questions, changing the company name on invoices, or updating VAT information.
- Example: "We need an updated invoice with the new company name."
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Security and Privacy:
- When to use: Specifically for more delicate type of requests.
- Example: "Request to delete a deactivated user for privacy compliance."
General Inquires
Ask a Question
About Ask a Question form
- Purpose: Use this option if you have a general product-related inquiry or need information about a feature, functionality, or service.
- Example: "How can I enable notifications for team updates?"
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How to Complete the Form
- Fill in the required fields as follows:
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Raise this request on behalf of:
- Ensure your name and email are displayed correctly.
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Question:
- Write a concise title summarizing your request or question.
- Example: "How can I enable notifications for team updates?"
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Description:
- Include relevant details such as:
- Account information (if applicable)
- Employee information (if applicable)
- Description of what is happening
- Any error messages or screenshots (if relevant)
- You can format the text, add links, or include screenshots using the toolbar.
- Include relevant details such as:
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Consent to the collection and use of data:
- Tick the checkbox if you give consent for the collection and use of the data in accordance with the privacy policy (GDPR).
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Share with:
- Choose if you want to share with your Account Manager.
- Choose if you want to share with your Account Manager.
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Raise this request on behalf of:
- Click Send. The ticket will be automatically created in Jira and assigned to the relevant team.
UI Glitch/Translation Issues
About UI Glitch/Translation Issues form
- Purpose: Select this if you've encountered a visual glitch in the user interface (UI) or noticed any translation errors. Reporting these issues helps improve the platform's usability and overall experience.
- Example: "The button label overlaps with other text on the page when viewed in Spanish."
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How to Complete the Form
- Fill in the required fields as follows:
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Raise this request on behalf of:
- Ensure your name and email are displayed correctly.
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Summary:
- Write a concise title summarizing your request or question.
- Example: "The button label overlaps with other text on the page when viewed in Spanish."
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Describe the issue:
- Include relevant details such as:
- The specific UI or translation issue you encountered.
- The steps to reproduce the problem.
- Any error messages or inconsistencies noticed.
- You can format the text, add links, or include screenshots using the toolbar.
- Include relevant details such as:
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Provide a screenshot
- Attach a screenshot of the issue using the file upload section at the bottom of the form. Drag and drop the file, paste the screenshot, or browse to locate it on your computer.
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Consent to the collection and use of data:
- Tick the checkbox if you give consent for the collection and use of the data in accordance with the privacy policy (GDPR).
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Share with:
- Choose if you want to share with your Account Manager.
- Choose if you want to share with your Account Manager.
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Raise this request on behalf of:
- Click Send. The ticket will be automatically created in Jira and assigned to the relevant team.
Improvements
About Improvements form
- Purpose: Use this option to suggest enhancements or new features that could improve the product.
- Example: "It would be helpful to have a dark mode option in the platform."
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How to Complete the Form
- Fill in the required fields as follows:
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Raise this request on behalf of:
- Ensure your name and email are displayed correctly.
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Summary:
- Write a concise title summarizing your request or question.
- Example: "It would be helpful to have a dark mode option in the platform."
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Provide Details:
- Depending on the selected option, you may need to provide different information:
- Describe in detail the product improvement you are suggesting.
- Highlight how this improvement would enhance the user experience or address a specific problem.
- Depending on the selected option, you may need to provide different information:
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Business justification:
- Provide a business justification explaining why the improvement is important for the organization.
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Share with:
- Choose if you want to share it with your Account Manager.
- Choose if you want to share it with your Account Manager.
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Raise this request on behalf of:
- Click Send. The ticket will be automatically created in Jira and assigned to the relevant team.
Technical Inquiries
API or Integrations
About API or Integrations form
- Purpose: Use this option if you need assistance with Factorial’s API or its integrations. This includes issues like connectivity problems, data consistency, or any other technical challenges related to integrations.
- What to include: Provide detailed information about the problem, such as API endpoints, error messages, or steps to reproduce the issue.
- Example: “The API is returning a 401 error when trying to authenticate with our token.”
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How to Complete the Form
- Fill in the required fields as follows:
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Raise this request on behalf of:
- Ensure your name and email are displayed correctly.
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Summary:
- Write a concise title summarizing your request or question.
- Example: "The API is returning a 401 error when trying to authenticate with our token."
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Endpoint URL:
- Link to the endpoint.
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Impact:
- Mark which is the impact of the request.
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Description:
- Include relevant details such as:
- Account information (if applicable)
- Employee information (if applicable)
- Description of what is happening
- Any error messages or screenshots (if relevant)
- You can format the text, add links, or include screenshots using the toolbar.
- Include relevant details such as:
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Attachments:
- Attach the necessary visual evidence or any information relevant to the investigation of the case.
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Consent to the collection and use of data:
- Tick the checkbox if you give consent for the collection and use of the data in accordance with the privacy policy (GDPR).
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Share with:
- Choose if you want to share it with your Account Manager.
- Choose if you want to share it with your Account Manager.
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Raise this request on behalf of:
- Click Send. The ticket will be automatically created in Jira and assigned to the relevant team.
Incidents
About Incidents form
- Purpose: Select this option to report any unplanned event that disrupts normal operations or affects the quality of service. The priority is to restore service as quickly as possible.
- What to include: Describe the incident, its impact, and any steps already taken to address it.
- Example: "Users cannot log in to the platform, and an error message appears saying 'Service Unavailable.'"
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How to Complete the Form
- Fill in the required fields as follows:
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Raise this request on behalf of:
- Ensure your name and email are displayed correctly.
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Summary:
- Write a concise title summarizing your request or question.
- Example: "Users cannot log in to the platform, and an error message appears saying 'Service Unavailable.'"
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Description:
- Include relevant details such as:
- Account information (if applicable)
- Employee information (if applicable)
- Description of what is happening
- Any error messages or screenshots (if relevant)
- You can format the text, add links, or include screenshots using the toolbar.
- Include relevant details such as:
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Severity:
- Mark what is the impact of the request
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URL:
- Copying the URL of an indecent page.
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Attachments:
- Attach the necessary visual evidence or any information relevant to the investigation of the case.
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Consent to the collection and use of data:
- Tick the checkbox if you give consent for the collection and use of the data in accordance with the privacy policy (GDPR).
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Share with:
- Choose if you want to share it with your Account Manager.
- Choose if you want to share it with your Account Manager.
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Raise this request on behalf of:
- Click Send. The ticket will be automatically created in Jira and assigned to the relevant team.
Request for report aka SQL
About Request for report aka SQL form
- Purpose: Choose this option to request custom reports using SQL to analyze data within Factorial. These reports can help in decision-making and measuring key metrics.
- What to include: Clearly describe the data you need, any specific fields or filters, and the desired format for the report.
- Example: "We need a report showing all employee attendance data for Q1 2024, filtered by department."
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How to Complete the Form
- Fill in the required fields as follows:
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Raise this request on behalf of:
- Ensure your name and email are displayed correctly.
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Summary:
- Write a concise title summarizing your request or question.
- Example: "We need a report showing all employee attendance data for Q1 2024, filtered by department."
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Description:
- Include relevant details such as:
- Account information (if applicable)
- Employee information (if applicable)
- Description of what is happening
- Any error messages or screenshots (if relevant)
- You can format the text, add links, or include screenshots using the toolbar.
- Include relevant details such as:
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When would you require this report to be available:
- Estimated maximum date for the creation of the report.
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Attachments:
- Attach the necessary visual evidence or any information relevant to the investigation of the case.
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Consent to the collection and use of data:
- Tick the checkbox if you give consent for the collection and use of the data in accordance with the privacy policy (GDPR).
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Share with:
- Choose if you want to share it with your Account Manager.
- Choose if you want to share it with your Account Manager.
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Raise this request on behalf of:
- Click Send. The ticket will be automatically created in Jira and assigned to the relevant team.
Billing Inquires
Questions and Inquires
About Questions and Inquires form
These requests will be redirected to the Support Team, who will provide the necessary assistance. Billing inquiries regarding general information, such as:
- Where to locate invoices within the platform.
- Clarification on specific items on the invoice.
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How to Complete the Form
- Fill in the required fields as follows:
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Raise this request on behalf of:
- Ensure your name and email are displayed correctly.
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Summary:
- Write a concise title summarizing your request or question.
- Example: "I can’t find my invoices".
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Description:
- Include relevant details such as:
- Description of the problem/request.
- Any error messages or inconsistencies noticed.
- You can format the text, add links, or include screenshots using the toolbar.
- Include relevant details such as:
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Attachment:
- Attach a screenshot of the question/issue using the file upload section at the bottom of the form. Drag and drop the file, paste the screenshot, or browse to locate it on your computer.
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Consent to the collection and use of data:
- Tick the checkbox if you give consent for the collection and use of the data in accordance with the privacy policy (GDPR).
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Share with:
- Choose if you want to share it with your Account Manager.
- Choose if you want to share it with your Account Manager.
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Raise this request on behalf of:
- Click Send. The ticket will be automatically created in Jira and assigned to the relevant team.
Change VAT or company billing name
About Change VAT or company billing name form
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How to Complete the Form
- Fill in the required fields as follows:
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Raise this request on behalf of:
- Ensure your name and email are displayed correctly.
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Summary:
- Write a concise title summarizing your request or question.
- Example: "Change ABC company name".
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Describe the issue:
- Include relevant details such as:
- Description of the problem/request.
- Any error messages or inconsistencies noticed.
- You can format the text, add links, or include screenshots using the toolbar.
- Include relevant details such as:
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Attachment:
- Attach a valid tax card or file using the file upload section at the bottom of the form. Drag and drop the file, paste the screenshot, or browse to locate it on your computer.
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Consent to the collection and use of data:
- Tick the checkbox if you give consent for the collection and use of the data in accordance with the privacy policy (GDPR).
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Share with:
- Choose if you want to share it with your Account Manager.
- Choose if you want to share it with your Account Manager.
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Raise this request on behalf of:
- Click Send. The ticket will be automatically created in Jira and assigned to the relevant team.
Security and Privacy
User Deletion
About User Deletion form
Permanent Action
Deleting an employee from an account is an irreversible process. Once the deletion is completed, the data cannot be restored.
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How to Complete the Form
- Fill in the required fields as follows:
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Raise this request on behalf of:
- Ensure your name and email are displayed correctly.
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Summary
- Provide a concise and descriptive title for the request.
- Example: “Request to delete John Doe from Account ABC.”
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Description
- Provide detailed information about the employee(s) to be deleted.
- Include their full name, Employee ID (*) and any other relevant details.
- Example: "John Doe, Sales Manager, Employee ID 1784031(*), is no longer with the company and needs to be permanently deleted from the system."
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Raise this request on behalf of:
(*)
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If you want to delete more than one employee, you must provide the list of all employees with the above data (first and last name, employee ID and relevant information).
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URL of the employee(s):
- Include the URL of the employee(s) where the deletion needs to be performed.
- Example: https://app.demo.factorial.dev/employees/1784031
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Business Justification
- Clearly explain the reason for the deletion request. This field ensures accountability and provides a valid justification for such a permanent action.
- Example: "Employee has left the organization, and data retention policies require their removal from the system."
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Consent to the collection and use of data:
- Tick the checkbox if you give consent for the collection and use of the data in accordance with the privacy policy (GDPR).
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I understand this action is irreversible:
- Yes
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Share with:
- Choose if you want to share it with your Account Manager.
2. Click Send. The ticket will be automatically created in Jira and assigned to the relevant team.
MFA
About MFA form
How to Complete the Form
- Fill in the required fields as follows:
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Raise this request on behalf of:
- Ensure your name and email are displayed correctly.
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Summary
- Provide a concise and descriptive title for the request.
- Example: “Request to delete MFA John Doe from Account ABC.”
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Description
- Provide detailed information about the employee(s) to be deleted.
- Include their full name, Employee ID (*) and any other relevant details.
- Example: “John Doe, Sales Manager, Employee ID 1784031(*) is no longer with the company and needs to be permanently deleted from the system.”
(*)
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Raise this request on behalf of:
If you want to delete more than one employee, you must provide the list of all employees with the above data (first and last name, employee ID and relevant information).
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URL of the employee(s):
- Include the URL of the employee(s) where the deletion needs to be performed.
- Example: https://app.demo.factorial.dev/employees/1784031
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Consent to the collection and use of data:
- Tick the checkbox if you give consent for the collection and use of the data in accordance with the privacy policy (GDPR).
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I understand this action is irreversible:
- Yes
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Share with:
- Choose if you want to share it with your Account Manager.
2. Click Send. The ticket will be automatically created in Jira and assigned to the relevant team.
How to review tickets from my companies
- Log in to Jira
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Navigate to Requests
- In the upper-right corner, you will see your profile button, typically displayed with your initials.
- Click on your profile button, and a dropdown menu will appear.
- Select "Requests" from this menu. View All Requests
3. View All Requests
- You will be redirected to a page displaying all the requests you have opened.
- This view provides detailed information about the status of each request.
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Using Filters to Organize Requests
Once on the Requests page, you can use the filters to refine your view and manage your requests more effectively:
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By Status
- Example:
- Filter by Open Requests to see tickets that are still in progress.
- Filter by Closed Requests to view tickets that have already been completed.
- Example:
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2. By Request Type
- Filter by the type of request to see whether it’s for a Technical Issue, a General Inquiry, or other categories.
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