Types of Queries

Prioritizing Enquiries

Level 1 Enquiries

Level 1 enquiries are limited to general questions. We recommend using our AI Chatbot as your first point of contact. If you are unable to find the information you need, you can then use the Level 1 platform.

This platform is accessible to everyone, including workers, suppliers, and end-hirers, and is designed to help you find information about JoinedUp.

Level 2 Enquiries

Level 2 enquiries are restricted to organisation admin users. These users must be invited by an Operations Specialist at JoinedUp, following a request submitted by your organisation’s Jira admin.

There are several enquiry categories you can choose from when submitting a Level 2 request, including:

admin service desk portal and requests 2

General Enquiries and Admin

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

A technical query.
General understanding of JoinedUp functionality.
A technical issue with Jira, such as being unable to log in or see your tickets.

Please read about how we prioritize tickets above.

BAU task (Admin Users Portal only)

BAU admin tasks include:
- 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 tickets

Bug tickets include if you are experiencing functionality on JoinedUp that is not expected (i.e. may be an escaped defect)

Custom Requests (Admin Users Portal only)

Report request

Report request include changes to an existing report, or to request a new report.

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.