Beginning January 2024, all support issues related to campaigns, job boards, or performance must be submitted via our Zendesk Support Portal at https://hapisupport.vonq.com by selecting "Submit a request" in the upper right corner of the page. We recommend creating an account in order to better keep track of your requests. We are making this change to ensure all requests are directed to the Support team in a more efficient manner, which will lead to better organization and more timely responses.
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.
For Support tickets submitted to our Zendesk portal, please find our SLA response times below:
- Critical customer campaign issues - first response within 24 hours
- Non-critical issues - first response within 48 hours
- Non-critical customer campaign issues
- New job board requests
- Existing job board changes
- General queries
If immediate attention is required for a critical issue:
- Submit the request to our Zendesk portal, where you will then receive a ticket ID via automated email response.
- 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.
- 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 that when submitting tickets to https://hapisupport.vonq.com/hc/en-us/requests/new you CC other colleagues who could benefit from being included in the path to resolution.