Use the Workcloud “Support tickets” menu for administrators to manage inquires to and from your employees.
[ADMINS] memu → [Year end tax] → [Support tickets]
【Sending inquiries to your employees】
① From the ALL YEAR END TAX SUPPORT TICKETS screen, click on “Add an inquiry.”
② Use the text box next to it to enter the name or ID number of the employee you wish to send an inquiry to. The box will display the candidate that matches your entry. Click on the employee shown. Create an inquiry window will be displayed.
③ In the Create an inquiry window, you can choose the language (Japanese or English) of the message.
④ Type in the Subject. Use the “Message text” box to type in your message to the employee.
⑤ You can save the message created as a template by clicking “Add as new template” at the bottom of the window. Any saved templates will be shown to the right under “Available message templates.” You can click on the saved template to automatically fill the message text when creating a new inquiry message.
⑥ Click “Send now” to send the inquire message to the employee.
【Checking inquiries to HR】
When a new inquiry ticket is created, number of tickets will be updated by status in the ALL YEAR END TAX SUPPORT TICKETS page.
【Inquiries to Employees】
In this screen, you will be able to view inquires between employees and HR administrator as well as those between employees and the payroll vendor (Ascender).
① Select the inquiry ticket.
② Type in your message to the employee.
③ Select “Send message” from the Action options.
④ Click on: “Send” to send the message to the employee.
“Send and close” to send message and close the inquiry ticket.
“Close” to close the inquiry ticket without sending any message.
If you would like to record a note for this inquiry as an administrator, in step 3 above, select ”Create admin-only note.” When finished, click “Save note.”
When inquiries and responses are sent directly between an employee and the payroll vendor (Ascender)
In this particular case, HR administrator will be copied in CC of the email message to the employee. You can also view the contents of the inquiry in the Support Tickets menu screen.