Help & support

Ask support for help

1. Open Help & support from your account menu, or press Still stuck? Ask support at the foot of a page's help.
2. Say what it is about In a few words.
3. Choose What it is about and How much is it stopping you.
4. Write What happened, or what you need: what you pressed and what you saw, and never a password. From a page's help, the box already starts with which page's help you were reading and the role you hold: add to it.
5. Press Send to support.

Then: The request opens on its own page, with its number, and support is told. When support answers, whoever asked is told in their notifications and by email.

Rather not? Most answers are in the help: press help center above the form, or the help for the page you came from.

Who: ORG-APP support answers it. You and your organization's administrators see it.

Dara cannot see Saturday's shift on My timesheet. They open its help, press Still stuck? Ask support, and the box already says which help they were reading, and as whom. They add what they pressed, choose Some people cannot work, and press Send to support.

Find a request and its answer

1. Find it in the list under the form, newest activity first, with its status, such as Waiting on support or Waiting on you.
2. Type its subject or number in the search box, or press Add filter to choose a status or what it is about.
3. Press its subject to open it.

Then: Its page shows every message, yours and support's, oldest first, and where you answer.

Make a request under data law

1. Choose A request under data law under What it is about.
2. Choose under The request asks for: Export everything, Close and erase, or One person's data.
3. Say what is needed in What happened, or what you need.
4. Press Send to support.

Then: It is due 30 days from the day it arrives, and its page shows the date. Making it is on your organization's audit log, without its message.

Rather not? For a copy of everything now, press Download everything on Settings › Your data › Export and archive instead: it is built while you wait.

Who: Only an administrator who changes settings for the whole organization, because it speaks for the whole organization.

Report a suspected data breach

1. Choose A suspected data breach under What it is about.
2. Write what happened, when, and what may have been seen.
3. Press Send to support.

Then: It goes to every Super Admin at ORG-APP at once, as urgent, whatever you would have chosen, so the form does not ask how much it is stopping you. Making it is on your organization's audit log.

If support needs to look at your organization

1. Keep your request open while support works on it: support looks only on a request still waiting on somebody.
2. Read the notice your Owners get when a visit starts, and when it ends.
3. If you are the Owner or an Admin, open Settings › Your data › Export and archive and read Support visits: who looked, why, on which request, and each page they opened.
4. To ask about a visit, choose A support visit to our organization under What it is about.

Then: A visit can read but change nothing, lasts half an hour at most, and cannot open confidential board business, pay or safeguarding. The audit log shows each one too.

Rather not? Press This is solved on the request once it is settled: a resolved request is no reason to look.