Are you a Quinyx support contact?

Updated 2 months ago by Leigh Hutchens

Are you a Quinyx support contact and have a question? Don’t worry, we’re here to help!

Please note that Quinyx Support is only able to offer assistance to registered support contacts in your company. If you're a registered support contact, you're welcome to contact the Quinyx Support team via support.quinyx.com.

Check our documentation

Our user manual HelpDocs has great articles and video content. Before filing a case with the Support team, please take a look in HelpDocs first, since most answers can be found there.

Common topics we receive questions about include:

* Schedule (absence) 

* Time (transfer to payroll)

* People (agreements)

* Analytics 

* Settings

* Release notes

Click here to read about how to maximize your HelpDocs experience. If you haven't signed up already, sign up here to receive email notification when we have new release notes. You can watch our video tutorials on subjects like roles and access rights, base schedule, absence management, mobile access rights, etc. Our Frequently Asked Questions documentation might help you, too!

Use the Support portal

Support portal homepage

Keep in mind, you might find the information you need on the Support portal’s homepage, where you’ll see:

  • Important information such as opening hours and response times. 
  • The latest news about issues that affect many/all customers (e.g., if we’re experiencing longer response times in Quinyx or delays in reports).

File a ticket

If you do need to file a ticket, file it via the Portal with as many details as possible:

  • State the previous troubleshooting you’ve done.
  • Add specific examples (date, time, employee, manager, customer, unit).
  • Describe the exact steps to reproduce the issue, for instance, how did you navigate in Quinyx and what did you click to reach the outcome?
  • Add screenshots and highlight the issue/example. Please make sure that the language selection is English.
  • Add a screen recording/video whenever possible.
  • Describe the actual outcome (what happens) vs. the expected outcome (what is desired).
Please only add one topic/issue per ticket and not multiple non-related questions in the same ticket.
Escalation

Payroll issues

Is the issue Payroll related?

Add “Payroll” in the subject line.

Describe in what way it affect payroll, for how many employees

Time sensitive issues

Is the issue time sensitive?

Add “Urgent” in subject line and describe in what way this is an urgent issue, how many employees are affected by this? This will help us prioritize the case according to internal guidelines.

What happens after you submit a ticket?

There are five different stages of a case.

  • New: The case is waiting in the Support queue and will soon be picked up by the team.
  • Being handled: The case is Open and being handled by Support. If escalated to the 2nd line team, you’ll be notified in the case thread.
  • Waiting for customer feedback/information: The Support team is awaiting your reply and needs additional information to continue. Please note that if a customer response takes longer than 96 hours, the case is automatically resolved due to inactivity. You’ll receive an email that the case is resolved. You can reopen it by replying in the case thread, within 60 days. 
  • On Hold: The case is on hold, the most common reason is when a defect is reported to our developers. If you need an update on the issue, please reopen the case by writing your questions/request in the case thread.
  • Closed/Resolved: The case is resolved, but it can be reopened within 60 days, by simply replying in the case thread. 

Please go to "My Cases" and change the list view from "Open Cases" to "All Cases". Here you’ll find all cases, including the ones with the status “Resolved”. If you have further questions in an already existing ticket, please reopen it by replying in the case thread within 60 days. If you have questions related to a ticket that has been resolved for more than 60 days, please register a new ticket and refer to the original ticket number.

Please note, most cases can be resolved via the Support portal, but if the issue is absolutely critical, give us a call to escalate an already existing case. Please have the ticket number ready when you call.

Report a defect

Defects are handled by both 1st line and 2nd line Support and in close cooperation with our developers. If you suspect a defect, file a regular case via the Support portal with the following information:

  • Is this a new issue? When did you first encounter the issue?
  • What is the impact?
    • How many users are affected by this issue
    • How does the defect impact your organization?
    • Can the defect result in incorrect staffing? Wrong payroll? 

Once you’ve reported a defect via the Support portal, the following occurs:

  • Support reproduces and verifies as a defect.
  • The ticket is raised with our developers (On Hold).
  • Support circles back to you with relevant information:
    • If more information is needed.
    • When to be investigated by developers.
    • When to be fixed: planned release date.
    • When fixed

When the defect is investigated by our developers and the fix has a planned release date, the case will get a pink calendar icon.  

If you open the case, the planned release date will be displayed. Please note that all dates are preliminary and might change.

Common issues in the Support portal

  1. If you're not able to write a reply in an already existing support ticket, this is most likely due to the browser you're using. When Chrome is translating the Support Portal page from English to e.g., Swedish, an error might occur. To fix this, try to use another browser, or disable the native Chrome translation feature following these steps:
  1. If you're having trouble filing a new case and you receive the following error message: 

This is usually solved by logging out and logging in again. You can also try a different browser. And if the issue persists, please make sure that the language selection is set to English in Support Portal > My Settings > Language:

Report a defect

Let us know how we’re doing

Help us get even better - share your feedback! When a case is set with status Resolved, you might receive an email with a survey. It's not long, just three short questions. Please take the time to answer the survey. We really want to know how to provide you with the best support possible.

Give us feedback about the product

Your feedback is important to us, so please let us know how we can keep improving Quinyx! Share your feedback directly with our Product team by using the "Send Us Feedback" button in Quinyx.


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