Access Help Resources, Support and How to submit a ticket

Training and Support

New to foundU? We have various ways to support your transition and learning of your new software system! This includes

• • 2 Help Centres (1 for Admins and 1 for Employees) with a huge amount of articles to step you through new processes.
  • Webinar Channel with On-demand webinars on both Core and Masterclass topics!
  • A helpful Support team where you can Submit a Ticket for assistance should you have already used the above resources and still need a hand.

   We recommend saving the above sites as favourites or bookmarks so you can access them quickly!

foundU Core webinars available On-demand

  If you are experiencing an unexpected issue or if you have additional questions after reading the how-to articles, please reach out to us at our Support desk by submitting a ticket (see instructions below).

  Want to have the foundU Help contact details at your fingertips? Download this printout with our details to keep near your desk! 

Accessing foundU Help resources

Our Help Centre was built to make the lives of our customers easier! You can search the Help Centre to assist with:

• • Problem-solving an issue you are having.
  • Further learning on any core topics on your platform.
  • Troubleshooting, or 
  • Looking for foundU Community News, Legislative updates and Feature release notes.
  • Quick Access to Submit a Ticket or the Employee Portal Help Centre.

Ways to access the Help Centre

• Directly - Bookmark this link!  https://foundu.zendesk.com/hc/en-us
• Or, through your platform, select the "?" icon. This will open our Resource Library, where you can see all relevant foundU news, including upcoming feature releases, webinars and more. 

What if my Question mark does not open?

When the Help Centre fails to open it is normally an issue within the browser.

• The Help Centre uses a pop-up window and you may experience issues if you aren't using  Google Chrome as your preferred browser, or using pop-up blockers in your business.

  If you are experiencing this issue, change your browser or simply save the Help Centre as a bookmark for easier reference.

Read on to learn more about optimising the Search function on the Help Centre.

Using the Search function on the Help Centre

If you need assistance with a foundU process or need to find a resource to assist yourself. You can use the Instant Search bar to find yourself a resource to use.

Search tips for our Help Centre

Key things to keep in mind when searching a query:

• The instant search bar uses a partial word search and only returns results based on article titles.
• It is a good idea to press' Enter' in the search bar to see 'all matches' for your search term. This will show you all results that match one of your keywords. Then, scroll to browse for your preferred guide.
• Articles of a similar nature will be shown in the 'Articles in this section' on the right.

Watch below to see the variety of ways a Help Guide can be located.

  Ensure your query is spelled correctly. The search does not assume what a searched word should be.

Accessing the Employee Help Centre

There may be occurrences where you will want to see the bank of articles your employees can access to help themselves with the Employee App. You can access the Employee Help Centre from a variety of places.

• From your Employee App on your phone. Press the ? in the top right-hand corner.
  
  

  

• From the Admin Help Centre. Navigate to the words 'Employee Help Centre' in the top purple bar.

From here, you can access all of our available guides to your employees. This will be handy when you need to send them a link to a guide or process that they may need help with.

How to Submit a Ticket - Reaching out to our Support team

If you require help, reach out to Support:

• • Via email or
  • By Submitting a ticket through the Help Centre.

Reach out via email

Please feel free to contact our Support team at the email address below.

• [e-mail] 

Submit a ticket requesting assistance

1. Navigate to our Help Centre.
2. Select Submit a Ticket.
3. In your ticket please include the following so that our team can help you quickly. A lack of information will mean we need to ask questions before we can investigate.
   • A clear explanation of the issue you are facing or the actions you are trying to perform. This should include:
     • What action you were doing
     • What you expect to happen
       
     • and What actually happened
   • Be sure to include all relevant information where applicable, such as the employee name/s, Roster, Operation, Payslip ID, etc.
   • Screenshots of your screen will help us solve your issues in a more timely manner.

We will endeavour to answer your Support ticket as soon as we can.