Contacting support (help tickets)
When something is not doing what you expect, or you cannot find where a thing lives, open a help ticket. It goes to a person, you get a private link to watch it, and you can reply on the thread instead of losing the answer in an email chain.
Help tickets are for admin users, the people running onboarding in WorkZerk. If you are a contractor or staff member filling in a portal that somebody sent you, the ticket form is the wrong door: the company that invited you owns your portal and we cannot see it. Start with them, or read help for staff and contractors.
Opening a ticket
The question mark icon in the top bar (and Help in the footer) opens this help centre in a new tab. Click Open a help ticket at the foot of the front page or of any article.
The form asks for five things, four of them required:
- Your name and email. The email is where the tracking link goes, so use one you can open. If your WorkZerk sign-in address is different, say so in the description.
- A topic, from a short list: account and billing, onboarding forms, documents and certificates, expiry tracking, e-signatures and sign-offs, sharing and invites, files and uploads, a bug or error, a feature request, or other. It routes the ticket, so a rough match is fine.
- What is going on. The detail, between 10 and 5000 characters.
- A screenshot, optional but usually the fastest thing on the form. One image, up to 8 MB, as JPEG, PNG, WebP or an iPhone HEIC. It is resized in your browser before it is sent, so a large photo does not mean a slow upload.
Once you pick a topic, the form suggests help articles that match it and updates them as you type. A fair share of tickets turn out to be a setting somebody could not find, and an article answers that now rather than tomorrow.
Tickets are welcome from every account, including trials. Paid accounts are answered first.
If you are signed in to the app in the same browser when you submit, the ticket is linked to your account automatically, so nobody has to ask you which one it is. Use a private window if you would rather it was not.
What to put in it
The description box asks three questions on purpose: what were you trying to do, what happened, and what did you expect. Answering those three is almost always enough.
Two additions save a round trip:
- Name the portal, contact or request by its actual name. "The Meridian induction portal" lets somebody look at the record. "A portal" does not.
- Say what you clicked, in order. A problem that can be reproduced is usually fixed the same day. One that cannot has to be guessed at.
If it is a bug, a screenshot of the actual screen with the error message on it is worth several paragraphs.
Tracking it
Submitting gives you a reference number (such as #1234) and a View your ticket button, and emails you the same link. The link needs no password, so keep it to yourself. It opens that one ticket and nothing else.
The page carries a status:
- Open, waiting on us. Replies are usually within a business day (9am to 5pm AEST, seven days).
- Replied. There is an answer on the thread.
- Closed. Finished.
- Cancelled. You withdrew it.
Leave the page open and a reply appears on it within about twenty seconds, along with the status change, so you do not have to keep refreshing. Bookmark it if you would rather check back later.
Replying, and cancelling
While a ticket is open or replied, there is a box at the bottom of the page. On a ticket nobody has answered yet it is headed Add more detail, for the thing you forgot. Once there is an answer on it, the same box is headed Reply.
You can attach one image to each reply, on the same terms as the original.
Replying to a ticket that had been answered puts it back in the queue, so nothing is lost by saying that the answer did not quite solve it.
If you work it out yourself, Cancel my ticket closes it off after you confirm. A closed or cancelled ticket has no reply box, so if you need help again after that, open a new ticket.
Before you open one
Search this help centre first. Most of what people write in about has an article.
If an email did not arrive, the emails WorkZerk sends covers every send and what to check first. The most common cause is an unverified account address, which blocks every email the account sends and stops portal links opening. The symptom people report is "my people are not getting anything".
For a charge, a plan change or a refund, refunds and changing plans covers what you can settle from inside your account without a ticket at all.
Getting help
A ticket is the tracked route and the one to use for anything that needs a reply. For general questions you can also use the contact form, or email [email protected] directly.