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Hiring API Support Process

  • Updated

Before submitting tickets, please make sure to visit our FAQ page, and check if your answer is not already there.
Take advantage of the smart search engine or choose your desired topic of interest.

 

All support issues related to campaigns, job boards, or performance must be submitted via our Zendesk Support Portal at https://hapisupport.vonq.com/hc/en-us/requests/new. We recommend creating an account in order to better keep track of your requests. This support flow will ensure all requests are directed to the Support team in a more efficient manner, which will lead to better organization and more timely responses.

Please check this quick guide for a detailed view of the ATS Agent Support Process.

 

We will no longer be responding to support requests raised via Slack/Teams, direct email, or other forms of communication. We will maintain our Slack/Teams channels for development and product communications related to ongoing implementations and new releases. Any support-related questions submitted via Slack/Teams will be responded to by stating that they must be submitted to our Zendesk support portal. 

 

When creating tickets, make sure to choose the correct priority:

 

Priority PRIORITIZATION GUIDELINES
Urgent
  • It is not possible to use Order any Campaigns for all ATS customers
  • It is not possible to connect any Contracts for all customers
High
  • It is not possible to Order some Campaigns for an ATS customer
  • It is not possible to connect some Contracts for a customer
  • Multiple active campaigns are affected
Medium
  • It is not possible to Order one Campaigns for an ATS customer
  • It is not possible to connect one Contracts for a customer
  • One active campaigns is affected
Low Any other small bugs, which do not have a significant impact on a user.

 

For Support tickets submitted to our Zendesk portal, please find our SLA response times here.

 

If immediate attention is required for a critical issue: 

  1. Submit the request to our Zendesk portal and select the priority "Urgent", where you will then receive a ticket ID via automated email response. 
  2. Then, message the respective Slack channel or email your VONQ POC to make our team aware of the urgency of the request, and include the ticket ID. 
  3. We will review it as soon as possible, and communication will be handled via Zendesk email response. 

We would like to highlight the fact that the SLAs may differ in respect to the time it takes for the issue to be resolved once the cause has been determined.

These efforts are made with the purpose of keeping communication channels dedicated to their intended purpose, resulting in fewer items “slipping through the cracks” and reducing possible confusion. 

 

To increase awareness and familiarity amongst your own teams, we strongly encourage you to CC other colleagues who could benefit from being included in the path to resolution.