30 minutes.
That's the average time it takes us to answer a Support ticket.
For some, used to the eternal looping of the painful voiceover lady, or those still waiting like a child for Santa for that response to that stupid email sent 5 days ago, might sound like short time.
But we know that if you are in the middle of your payrun, half an hour is a VERY long time.
So here are some tips that will get you sorted quicker, and that will help us help you faster!
Check out our Support Page
Since we launched our new website (the funky one), we fully populated our Support Page so that you could find even the smallest detail about Paycycle. Unlike our previous tour, where it wasn't that easy to find that particular detail you desperately needed, in this cool site you can enter your question and you'll be prompted with the article that has the answer for you.
At the moment it's mostly broken up in the sections that constitute Paycycle, but I'm personally working in breaking apart even further the information, so that your searches can have more specific results. I encourage you to drop an email if you'd like a particular FAQ or "How To..." question added.
We recommend you give a go to our support page first. You might be surprised with what you find!
Watch our videos
We have a bunch of videos in our Support Page under Video Tutorials that explain in general terms how to do and what you need to cover a whole process.
If you are new to Paycycle, we recommend the Getting Started/ Setting Up Video, that walks you through the first steps in Paycycle.
You can also find the videos in our Vimeo page, www.vimeo.com/paycycleaus
Submit a Ticket
There are three ways to submit tickets:
1- Straight from Paycycle: Under the ? button at the top right corner, click on Contact Support and you will be able to send us an email.
2- From our Support Page: Click on Submit a Request, and that's it!
3- From your email: well, not much to explain here...!
Some tricks when contacting Support
1- Always email Support (@paycycle.com.au): if you email me directly, I will be happy to answer your email. But it might be that I'm out of the office, or unavailable to see that email for some time. And then instead of answering your query in 30 minutes, it might take 1 day (and neither you nor me want that to happen!)!
If you email Support, there's always someone on call during business hours (and sometimes after hours!) to look at that email, so you'll probably get a faster response.
2- Assign one request per email: sometimes you send us an email, and after we solved the ticket you reply on top of it with another query.
The problem with doing so is that it will be re-assigned to the last person that took that ticket (might encounter a delay in response as in previous point) and it is not helpful in tracking specific issues. Hence, best thing would be to submit a ticket, and if you have another question relating to another matter, submit a new one.
3- Be detailed: the more detail you provide, the faster we'll find a solution.
Sometimes you contact us because you got an error message or you found a bug. If you tell us when did it happen, what were you doing, and what went wrong, it's more likely that we'll be able to find the source of the problem faster than if you just tell us "i got a problem", and therefore get back to you sooner.
4- Suggest new features: in our support page, there is a dedicated forum for Feature Requests.
You might find a particular feature that you are desperately looking forward to, so you can vote for it, and make it go up the list. Or you might have a request, that could be shared and voted! So type it up, and share it with the rest of the world!
We believe if you understand the labyrinth involved in answering your queries, you might make the most out of our Customer Love Team :)
We want to give you better and faster support. Hope you enjoy what we are doing about it, but as usual, we welcome any type of suggestion you might have!