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Contacting Support

In this article: 

Contacting Support 

Submitting tickets within the App

Submitting tickets from the Support Portal

Selecting ticket priority


Contacting Support


If your query hasn't been answered by our support articles, or you would like to report a issue, you can contact our Support team. 


Our Support team are on hand to assist you Monday-Friday, 9am-5.30pm (UK time). 


You can send an email to help@appogeehr.com or alternatively raise a ticket using the help widget within the application or the Submit a Ticket options on the support portal.


When contacting support to report an issue please include the following: 

  • Email address of affected/ target user(s)
  • Screenshot of error/issue
  • Time and timezone when error/issue occurred


Selecting Priority 

All tickets raised via email will automatically be assigned a priority of Low. If there is something more urgent, it's best to raise a ticket through the portal. More on Priorities below


Submitting tickets within the App


Click on the question mark in the top right hand corner, and then click Submit Support Ticket 




A dialog box will open, fill out the details and use the below key to select the priority. Click Send Feedback and our team will receive a ticket and be in touch. 



Submitting tickets from the Support Portal


Click on the Submit a Ticket icon either from the home page or the top right hand corner. 




This will direct you to a form, fill out the details and use the key below to select the priority. Click Submit and our team will receive a ticket and be in touch. 


Selecting ticket priority



 Please use the below to identify which priority to set your ticket to: 


URGENT

This should be used only for issues where the service is unusable or where you are prevented from accomplishing a mission critical task.


HIGH

This should be used for any case where normal operation of the service is disrupted (and rendered unusable) for multiple users.


MEDIUM

This should be used where part of the service is unusable for multiple users or all of the service cannot be used for one or a small number of users.


LOW

Use this classification for any query which is non-critical where there is a minor inconvenience which can be overcome without undue difficulty, or where general feedback is being provided such as for a feature request.


Setting the priority of your query on submission will help ensure Appogee HR can respond to queries received in the most appropriate manner.

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