Tickets - JoinedUp Admin User

As an Admin JoinedUp User, you can submit tickets to our Level 1 and Level 2 team.

Our Level 1 team manages General enquiries and BAU admin tasks such as:

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

Please let us know if your query becomes more urgent by sending a message in the Comments section of your ticket.

Our Level 2 team manages more complex problems and requests such as:

Bug tickets; if you are experiencing functionality on JoinedUp that is not expected (i.e. may be an escaped defect)
Custom requests:
- Report request: including changes to an existing report, or to request a new report.
  
  This may be chargeable and is subject to JoinedUp’s discretion.
- Config 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 Customer 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.

We also suggest that you browse through our documentation articles or make use of our AI chatbot before logging a ticket.

This platform is extensive and should be able to provide you with any information needed.

However, if you are still unable to find the information you require, click this link to log a ticket.

admin service desk portal and requests 2

Submitting tickets

To create a new as a JoinedUp admin user ticket:

Log in to the JoinedUp Admin Users portal.
Select the option that matches the type of ticket you need to submit. See the different types above.
Fill in the appropriate fields. Some options will request additional data, these details are required for your query to be accepted.

The more thorough and detailed responses you provide, the more efficient the ticket resolution will be.
Click Share with [Company Name] if you want users within your company who have access to the portal to see your ticket. If you do not want any other users to see the ticket, click No one. The final field you see controls the visibility of the ticket you are submitting.
Click Send. You will then see your completed ticket.

By providing all the relevant information our team can prioritize tickets effectively.

We class our tickets into two different levels.

Level 1 - general enquiries are dealt with at this level. The level indicates both the ticket and user status.
Level 2 - bugs, custom requests etc. are dealt with at this level. The level indicates both the ticket and user status.

Level 1 enquiries are limited to general questions and queries.

We suggest using our AI Chatbot as your first point of contact, and browsing through our extensive documentation articles.

If you are unable to find the information you require, please then log a ticket.

Level 2 enquiries are restricted to organisation admin users.

These tickets are prioritized over Level 1 tickets.

They include more complex problems and requests, any ticket will be resolved in order of priority based on our company SLAs.

If you would like to update or comment on an existing ticket:

Log in to the ticket portal and go to Requests in the top right-hand corner.
Find and select the ticket you would like to update.
From this screen, you can:
- Review all original ticket details.
- Review ticket status and activity.
- Share ticket with other selected users in your organisation
- Add new ticket comments for JoinedUp’s review.
- Turn off email notifications for this specific ticket.
- Mark ticket as resolved if the issue is no longer occurring.
- Edit some sections of the ticket, depending on the ticket type.

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The number preceding Requests indicates the number of tickets that are open.

ticket management 4

To search for a specific ticket, click on Requests in the top right hand corner.

tickets 2

A drop-down list with the following options will appear:

Created by me – provides a search option for all open tickets you have submitted.
Your company – provides a search option for all open tickets your company has submitted and has given you access to (if applicable).
All – provides a search option for all open and closed tickets you or your company have submitted.

Each option provides you with flexible filters to complete your search including status, created by user, participation users, and request types.

In addition, you can use the simple search option to search any keyword across all tickets.