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Easy Employer users may experience difficulties with the system. Reasons for this can vary but may include: not being trained in a specific function, not using a function for an extended period, system malfunction, etc.
In these cases users may require assistance from the Easy Employer Support Team. This article covers how to submit and manage support requests. A support request is a written notification of an issue that a user is experiencing at any given time.
2) How to submit a support request
The support system for Easy Employer can be accessed by navigating to https://support.easyemployer.com, and following these steps:
- Click Submit a request at the top right hand corner of the page.
- Select easyemployer - Support Form from the drop-down list.
- Complete all the required fields in the form (indicated with a red asterisk) and click Submit.
- The system produces a confirmation message once the support request has been successfully submitted.
Once a request has been submitted, an email is sent with the details of your request to the email address provided in the form.
If the email address provided has not been used to create a support request before, an account is automatically created in the support system for that email address.
Clicking the support request number takes you back to the Easy Employer Support site, were you can login to your account and follow up the request.
If you're new to the support site and have not yet set up a password for your account, follow these steps to complete setting up your account:
- Click Get a password.
- Input the same email address used in the support request form and click Submit.
- The system will send an email with a link to create a password for your account.
Click Create a password.
- Provide your name and create a password for your account.
Users that are logged into the Support site can check their support requests, edit their profile, and change their password by clicking their name on the right hand side corner of the screen, and selecting from the options on the drop-down menu.
Click My activities to see your requests. Some users may be CC’d on requests that they need to manage or stay up to date on, for this reason an additional heading titled Requests I’m CC’d on is also available.
Click the subject column of your request to view it.
Here, you can add comments or files to the request and read the responses from the Easy Employer Support Team.
Every support request generates an email when it's created, when a response, comment, or file is added or when it gets actioned.
Replying to the email chain relating to your request also updates it.
3) Managing support requests for the organisation
Organisation requests are a complete list of requests for all users within the same organisation. To manage a support request for the organisation, users have to be granted permission by an Easy Employer administrator.
Once set, authorised users need to login to their account on https://support.easyemployer.com and select My activities.
Users can view and manage their own requests, the ones they have been CC'd on, and those from other users within the same organisation.
Clicking on any of these headings displays their respective support tickets. The methods of managing these are the same as explained earlier.
4) Following sections in the Help Centre
Following sections in the Help Centre sends updates to users when new articles and/or comments have been added.
This is done by navigating to the Help Centre section or article of interest, clicking Follow on the top right hand side of the page and choosing from the options in the drop-down menu.
To check the sections or articles that are being followed, click Following on the My activities page. To stop following articles or sections in the Help Centre, click Unfollow on the appropriate section/article.