Payruler Support

A User Manual for the support request system of

Payruler

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 Table of Contents
Welcome to Payruler Support, the support request system that accompanies your installation or subscription of
Payruler. This manual covers the following how-to’s:

I. User Registration
II. Logging in
III. Resetting Password
IV. Payruler Support Main Page
V. Submitting a Request
VI. Sample Request
VII. Monitoring Requests
VIII.Post a Reply to Requests
IX. Close a Request
X. Edit your Profile

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 Rationale
As of now, you contact us via the following ways:

● Email
● Calls
● SMS
● Skype

Questions after contacting us:

● What is the update on my request?
● Should I call, or text, or email?
● If I call or text, how do I keep track?

Important Note: you must have access to the internet for you to access Payruler Support.
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 Improving Customer Support

Change
Requests

Errors

New Features Concerns PAYRULER

Questions Support Request
Portal

Important Note: you must have access to the internet for you to access Payruler Support.
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 Continuity of service across shifts
WHAT ARE Clear accountability

THE Organized conversations per concern

BENEFITS? Easier tracking of progress

Collaborative prioritization

Increased efficiency in resolution

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 WHO IS THIS Qualified Payruler Support Users:

FOR? Only Payruler HR/Main Portal users - i.e.

those with access to Recruitment, HRIS,
Timekeeping, Payroll, and Reports modules.

ESS-only users are not covered.

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 User Manual
and HOW TO’s

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 This section shows you how to register for a new account on
Payruler Support.

USER
Please note that you need to coordinate with your IT
department and have them allow you to access our Payruler
Support system, which is hosted on the web.

REGISTRATIO
N

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 Step 1: Navigate to Payruler Support
You can either access Payruler support by directly navigating to https://payruler.zendesk.com/ or clicking the
“Payruler Support” icon on your Payruler Main Portal.

Important Note: you must have access to the internet for you to access Payruler Support.
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 Step 2: Click Sign Up
Click the Sign Up button on the pop up.

Important Note: you must have access to the internet for you to access Payruler Support.
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 Step 3: Fill in your details
Fill in the following details:

1. Full Name (first name, then last name)

2. Your email address (business email please!)

Click the CAPTCHA button to indicate you are not a robot.

Click the Sign Up button

Important Note: you must have access to the internet for you to access Payruler Support.
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 Step 4: Check your email!
A welcome email will be sent to your email containing a verification link that enables you to sign in. If you don't
receive an email from us within a couple of minutes, please check your junk/spam folder.

Important Note: you must have access to the internet for you to access Payruler Support.
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 Step 5: Enter your password
Following the link, you will be led to a page that asks you to enter a password.

Once you’ve selected an acceptable password, click Set password,

and you’re all set!

Important Note: you must have access to the internet for you to access Payruler Support.
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 This section shows you how to register for a new account on
Payruler Support.

LOGGING IN
You can access the portal several ways, either by visiting the
link provided or clicking the button on your Payruler Main
portal.

Please note that you need to coordinate with your IT

department and have them allow you to access our Payruler
Support system, which is hosted on the web.

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 Step 1: Navigate to Payruler Support
You can either access Payruler support by directly navigating to https://payruler.zendesk.com/ or clicking the
“Payruler Support” icon on your Payruler Main Portal.

<insert screenshot of Payruler Support icon>

Important Note: you must have access to the internet for you to access Payruler Support.
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 Step 2: Sign In

1. Enter the email address you signed up

with and the password you chose
during sign up

2. Click the Sign In button

Important Note: you must have access to the internet for you to access Payruler Support.
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 Sometimes we forget our passwords, and that’s okay!

This section shows you how to reset your password so you can

RESETTING
get right back to submitting requests on Payruler Support.

Please note that you need to coordinate with your IT

YOUR department and have them allow you to access our Payruler
Support system, which is hosted on the web.

PASSWORD

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 Step 1: Click Forgot my Password

Click the link on the sign up button on the

Payruler Support Sign Up Page.

Important Note: you must have access to the internet for you to access Payruler Support.
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 Step 2: Enter registered email address
Enter the email address you used to sign up
with Payruler Support.

You will then receive an email from us with

instructions on how to reset the password.

Log in again with your new password to

continue using Payruler Support.

Important Note: you must have access to the internet for you to access Payruler Support.
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 Step 3: Check email
Check the email address you entered.

You will then receive an email from us with instructions on how to reset the password.

Important Note: you must have access to the internet for you to access Payruler Support.
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 Step 4: Change your password
Enter a new password for your account.

Click the Change password button.

If your password format is valid, you will be

automatically redirected to the Payruler
Support Main page.

If not automatically redirected, log in again

with your new password.

Important Note: you must have access to the internet for you to access Payruler Support.
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 Payruler Support
Main Page
Once you’ve successfully signed up and logged in, you will be
able to access the Payruler Support Main Page.

From this page, you will be able to do the following:

Submit a Request
Monitoring Requests
Replying to Requests
Read Announcements from Payruler Support
Read FAQ articles

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 This is the main purpose of Payruler Support - for us to get
your requests and be able to address them.

SUBMITTING This section shows you how to submit a request on Payruler

Support.

A REQUEST Please note that you need to coordinate with your IT

department and have them allow you to access our Payruler
Support system, which is hosted on the web.

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 Step 1: Click Submit a Request
On the upper right corner of your screen, click the Submit a Request link

Important Note: you must have access to the internet for you to access Payruler Support.
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 Step 2: Enter your request information
Enter the following information about your request:

1. CC - email addresses of people that you want looped into the

request’s progress. These can be members of your organization

2. Subject - the subject line of your request as if it were an email.

3. Description - the body of your request. Please be as detailed as
possible!
4. Your Company - please type in your company’s name

5. Attachments - screenshots, text files, PDFs, .csvs, Excel files, etc.

that can add detail to your request description

Items in red are required fields.

When done, click the Submit button to submit your request.

Important Note: you must have access to the internet for you to access Payruler Support.
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 SAMPLE:
Request

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 Situation:
You generated your Daily Attendance Report and you have
found that the format is not what you agreed to, and you feel

Pro-tip:
that there should be an additional filter when you generate this
report.

What you should do:

1. File a request for “Wrong Format”
2. File a request for “Additional Filter”

1 concern = 1 But why this way?

3. For easier tracking
4. Organized discussions about each concern
5. Prioritisation

request

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 The Payruler Support request system allows you to monitor
your requests to our team.

MONITORING This section shows you view your requests and how our
prioritization system works.

REQUESTS Please note that you need to coordinate with your IT

department and have them allow you to access our Payruler
Support system, which is hosted on the web.

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 Step 1: View “My Activities”
Click on your name or the arrow next to it to display the menu. Click on My Activities to view your current requests. You may search for a particular
ticket or filter it by selecting the drop-down arrow in the Status drop down.

You may filter your requests based on Status on the middle right side of the screen.

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 Step 2: View Request
Click on the subject line of the request to view the activity within the ticket

Important Note: you must have access to the internet for you to access Payruler Support.
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 Step 2: View Request
After request submission, you may notice there are more details added to your request.

The additional fields are explained as follows:

● Assigned to - this will by default always be “Payruler Support”

● Status - this will either be “Open”, “Awaiting your reply”, or “Solved”

● Priority - discussed in depth in next slides/pages

● Support Agent - this will be the Payruler Support Engineer working with you on your
request

Important Note: you must have access to the internet for you to access Payruler Support.
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 Through the Payruler Support request system, you can not just
view the update on your request, but can also reply to our

POST A REPLY
messages and updates on the same system.

This section shows you how to post a reply to a request, and

also lists down the corresponding Service Level Agreements of

to REQUESTS the Payruler team to requests that you send in.

Please note that you need to coordinate with your IT

department and have them allow you to access our Payruler
Support system, which is hosted on the web.

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 Step 1: Add to Conversation
Navigate to your My Requests page and click on the
request you want to post a reply to.

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 Step 2: Type reply and Submit
Type in your reply in the main text area.

You are able to attach the following to your reply:

● Emails to copy furnish
● Files

Once done, hit Submit and your request would have

been posted!

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 Request Prioritization
Below are the 4 categories of priorities your request can carry, assigned depending on affected module/process:

Priority Applicable Situations

Error resulting in Payruler service disruption that affects the Timekeeping module, Payroll module, and government-mandated Reports submodule within 2
days of your company’s payroll computation period
Urgent

Issue or concern affecting Timekeeping, Payroll, or government mandated reports within 5 business days of your company’s payroll computation period but
with no Payruler system service disruption;
High
Concern affecting Recruitment, HRIS or Reports module resulting in Payruler system service disruption
Concern affecting Timeruler app resulting in service disruption

Concern affecting the Recruitment, HRIS, or Reports modules

Normal Concern affecting any of the Payruler ESS mobile applications

Feature request or concern or question that does not have a pressing deadline but needs to be addressed
Low

Important Note: you must have access to the internet for you to access Payruler Support.
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 Service Level Agreements (SLA)
These are applicable for clients at the “Implementation” stage:

Priority Applicable Situations Response Time Resolution Time

Error resulting in Payruler service disruption that affects the Within 4 hours during business hours Within a business day
Timekeeping module, Payroll module, and government-mandated
Urgent Reports submodule within 2 days of your company’s payroll
computation period

Issue or concern affecting Timekeeping, Payroll, or government Within 8 hours during business hours or within the Within 1 - 3 business days or as estimated by the
mandated reports within 5 business days of your company’s payroll
computation period
business day request was raised Product Team
High
Concern affecting Recruitment, HRIS or Reports module resulting in
Payruler system service disruption
Concern affecting Timeruler app resulting in service disruption

Concern affecting the Recruitment, HRIS, or Reports modules Within twenty four (24) hours or 1 business day As estimated by the Product Team
Normal Concern affecting any of the Payruler ESS mobile applications

Feature request or concern or question that does not have a pressing Within forty eight (48) hours or 2 business days As estimated by the Product Team
Low deadline but needs to be addressed

Important Note: you must have access to the internet for you to access Payruler Support.
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 Service Level Agreements (SLA)
These are applicable for clients at the “Post-Implementation” stage and are currently within their Warranty Period for premise-based accounts:

Priority Applicable Situations Response Time Resolution Time

Error resulting in Payruler service disruption that affects the Within 4 hours during business hours Within 2 business days
Timekeeping module, Payroll module, and government-mandated
Urgent Reports submodule within 2 days of your company’s payroll
computation period

Issue or concern affecting Timekeeping, Payroll, or government Within 8 hours during business hours or within the As estimated by the Product Team
mandated reports within 5 business days of your company’s payroll
computation period
business day request was raised
High
Concern affecting Recruitment, HRIS or Reports module resulting in
Payruler system service disruption
Concern affecting Timeruler app resulting in service disruption

Concern affecting the Recruitment, HRIS, or Reports modules Within forty eight (48) hours or 2 business days As estimated by the Product Team
Normal Concern affecting any of the Payruler ESS mobile applications

Feature request or concern or question that does not have a pressing Within seventy two (72) hours or 3 business days As estimated by the Product Team
Low deadline but needs to be addressed

Important Note: you must have access to the internet for you to access Payruler Support.
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 Just like in a checklist, once a request has been delivered, let’s
tick that off the list!

MARK A Please note that you need to coordinate with your IT

department and have them allow you to access our Payruler
Support system, which is hosted on the web.

REQUEST AS
SOLVED

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 Step 1: View your Requests
Navigate to your My Requests page and click on the
request that you want to mark as Solved.

Click the Mark as Solved button.

Your request will now be tagged as Solved.

YAY!👌👌👌

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 The Payruler Support request system allows you to personalize
your account.

EDITING This section shows you how to change your display name or
email address or add a photo to your profile.

YOUR Please note that you need to coordinate with your IT

department and have them allow you to access our Payruler
Support system, which is hosted on the web.

PROFILE

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 Step 1: Navigate to Edit my Profile
Click the arrow next to your display name and click the Edit My Profile Menu item:

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 Step 2: Enter in your updated details

Type in your updated Name or Email into the fields or change

your Profile Photo. Please note that your Name and Email fields
are required fields.

Click close when you’re done to save your changes

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 Thank you!

www.payruler.com

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