🕒 How to Open a Ticket for Time Issues
When reaching out about any Time related issues, the more detail you provide up front, the faster we can help you. Below is a checklist of the most relevant information we need to investigate effectively. Please also grant support access for 31 days when opening a ticket unless stated otherwise.
✅ What to Include in Your Ticket
Please copy and paste the list below into your message and fill in the details where relevant (some fields may not apply to every issue):
Policy type: (e.g., Paid Time Off, Sick Leave, Parental Leave)
- Policy name:
- Employee’s name:
- Cycle: (e.g., Jan 2025–Dec 2025)
- Balance: (current time off balance, if known)
- Carryover settings: (if applicable)
- Working pattern: (e.g., Mon–Fri, Part-time, Custom)
- Request issues: (describe the issue with the request)
- Date of the request:
- Employee who made the request:
- Approver:
🔍 Please also include screenshots, task links, Console Tab data, or any relevant IDs to help us investigate more efficiently.
📌 Example Use Case:
“Hi, I’m seeing a negative balance on John Doe’s PTO policy after he submitted a request.
- Policy type: Paid Time Off
- Policy name: PTO 2025
- Employee’s name: John Doe
- Cycle: Jan 2025–Dec 2025
- Balance: -2 days
- Carryover settings: 5 days max
- Working pattern: Mon–Fri
- Request issues: Deduction seems off
- Date of the request: April 10, 2025
- Approver: Jane Smith
- Attaching a screenshot of the Console Tab as well.”
🚀 Tips for raising a ticket
- If this is a follow-up or a high-priority case, please reference any existing ticket numbers.
- Select the priority of your support request according to the impact on your company’s productivity. We will redefine the priority if there is a more appropriate one for the request.