If you’re experiencing an issue with an integration, here's how to open a ticket that will help us help you faster. Please follow the guidelines below when submitting your request. The more details you provide upfront, the quicker we can investigate and resolve the issue.
Partner-Built Integrations
Bob support no longer provides technical support for integrations built by our partners.
Please reach out directly to the vendor, and the vendor can contact our HiBob partnerships team if needed.
You can find the full list of partner integrations in our Marketplace > Integration Type > Partner built API.
Applicant Tracking System (ATS) Issues
Fields Not Syncing
Include:
- List field: The list values need an exact match in the ATS and in Bob for list values to populate in New hire flow in Bob.
- Field example: Job Title, Department, Site
- Field example: Job Title, Department, Site
- Employee reference field: ensure the email in ATS matches an employee’s email of a Bob user
- Field example: Reports to
- Field example: Reports to
- Currency type: For currency number and currency type to populate, please ensure the field in the ATS is also a currency field. A number field will only sync over the number to New hire flow in Bob
- Field example: Base Salary
- If still having trouble, please reach out to support
Candidates Not Syncing
Include:
- Candidate’s name and email (from ATS)
- Check if there are any errors in ATS. Please provide screenshots of error(s)
- Confirm you have raised a support ticket with the ATS provider
- Grant support access for 31 days
Identity & Access Management (IAM)
Include:
- Name of affected employee
- Screenshot of the sync error
- Grant support access for 31 days
Microsoft IAM (Entra ID or Active Directory)
Also include:
- If Microsoft IAM, including the above, please also create a support ticket with the Microsoft support team, as Microsoft manages and provides these error responses. Hibob only sends requests to your Entra ID account. We can provide DB logs if the Microsoft support team requests them.
- Bob can provide DB logs upon Microsoft’s request
SSO Login Issues
Include:
- Email of a user who can’t log in
- Number of users affected
- Screen recording of the failed login
- Specify if the issue affects Android, iOS, or both (for mobile SSO)
- Grant support access for 31 days
API Troubleshooting (Automation)
Include:
- Service user name
- Service user's permission group name
- The specific API endpoint you're using
- Screenshot of the request and response (including status code)
- Grant support access for 31 days
Payroll Sync Issues
Include:
- Name of the affected employee
- Name of the payroll report
- Date range for the relevant pay cycle
- Grant support access + sensitive data access for 31 days