Types of Queries

General Enquiries and Admin

General Enquiries (Both in Admin Users Portal and Users Portal)

If you have a technical query such as how to do something within JoinedUp or where to view certain information within JoinedUp.
If you are not sure if the behaviour is a bug.
If you are having a technical issue with Jira, such as being unable to log in or see your tickets.

BAU task (Admin Users Portal only)

If you have a BAU admin tasks that the Support team usually handles, such as:
- Removing workers’ profiles
- Sending bulk invites to workers
- Creating weekly Overtime Groups
- Rebooking or refreshing timesheets
- Moving a site or all users from one client organisation to another.

Report a System Error (Admin Users Portal only)

Bug ticket

Report a bug - When anything in JoinedUp is not working as it should, when there is a bug or problem with JoinedUp that you cannot resolve yourself.

Custom Requests (Admin Users Portal only)

Report request

Report request – If you need to request a change to an existing report, or to request a new report for data that you cannot find within existing reports.

This may be chargeable and is subject to JoinedUp’s discretion.

Config request

Config request – If you have a configuration request. You will see a list of possible configurations in JoinedUp when you start creating a ticket.

This may be chargeable and is subject to JoinedUp’s discretion

Custom setup admin task

If there is an existing custom setup for your organisation that requires regular updates you will be informed by our Operations Team if this request needs to be raised here. You will then find this task amongst the other options when creating a new ticket.

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