Submitting a Zendesk Ticket – Help at Home Knowledge Center

OBJECTIVE: This article provides information on how and when to submit a ticket to Zendesk if you're unable to find the answer to your question through an article.

NOTE: You must sign in to the Knowledge Center in order to submit a ticket.

To submit a Zendesk ticket:

1. Click Sign in at the top left of the screen if not signed in. You must sign in with a Help at Home, Edison, or Preferred email address.

2. Navigate to the Submit a request page: Submit a request – Help at Home Knowledge Center.

2. Provide your information in the Full Name, Help at Home Market, Branch, and Employee Designation fields.

3. Select the Problem Statement that most accurately describes your issue.

Problem Statement	When to Use
I am having issues logging into a system or other system issue/request. NOTE: Issues with SharePoint or the HAH Portal must go through the IT Service Desk.	Any log in or system issue for the following systems: Agiloft AlayaCare Axxess Coupa DataFlex Docebo DocuSign EvokeEHR HealthStream Heymarket HHAeXchange Jotform MatrixCare Paradox Paylocity Riskonnect Sandata UKG Workday Zendesk
I am having issues with my paycheck.	For the following paycheck issues or questions: General Pay Stub Question Garnishment Question Back Dated Pay Off Cycle Pay Scheduled Pay Stop Pay Holiday Pay Incorrect Pay Rate Incorrect Tax Deductions Misplaced Check Missing Paycheck Missing Bonus Missing PTO Missing Reimbursement Incorrect Hours ADJ Request (IN only) Bank Card Issue W2 Inquiry/Correction
I need to update my employee information.	For any of the following information updates: Beneficiary Update 401k Update Payment Election Change Tax Election Change Reporting Structure Change Job Title Change Cost Center, Location, Company Change Compensation Change Hire Date Change Demographic Update Name Change Address Change
I have another payroll-related question.	For Payroll questions outside of Paycheck issues: Missing/Incorrect Payroll ID Tax Agency Notice Pay Code Request Union Dues Inquiry UKG Payment Election Update UKG Tax Election Update
I have a question about my benefits.	For the following Benefit topics: Benefit Deductions Benefit Termination Death Claim Coverage Change Eligibility/Enrollment Change Insurance Card Report a Life Event Deduction Error Request for Information 401k Set Up Fidelity Access Aptia365 Access
I have an issue with employee onboarding.	For Caregiver or employee onboarding issues: Pre-boarding Forms Issue Duplicate Profile Rehire Issue Missing Employee in AMS Missing Employee in HAH Portal Missing Employee in Workday Onboarding Documents Issue
I have a question about my Time Off/PTO.	For the following PTO or Time Off issues: PTO Balance / Inquiry PTO Payout PTO Policy Question FMLA / Leave of Absence
I have an issue with my time entry.	For the following Time Entry issues: Time Entry Process Approval Pre-Approval Adjustment Post-Approval Correction
I have a question for HR	For the following HR questions or issues: Employment Verification Legal Question HR Policy Question Unemployment Worker's Comp Employee/Labor Relations Subpoena Request
I have a travel and expenses request.	For the following travel or expense related questions or issues: Allocating or Coding Transactions Approver Changes Bank of America User Account Issue Company Credit Card is Declining General Question Need to deactivate a card Personal Use of Company Credit Card PO Inquiries Request for a Company Credit Card Request for Company Credit Card Increase SPAM Message Transfer to Coupa Unknown Transactions on Company Credit Card Other
I need to submit an IT change control request.	For any platform or network changes that need IT approval.
I need to submit an internal communications request.	For any company-wide communications request such as: Keys to a Great Week Caregiver Corner Market Newsletters Mass Emails
I need to submit an RCM request. Ohio Market Only	For the following issue categories: Authorization Branch Notification Clinical Request Denial Investigation Document Request Profile Set Up RCM Billing Request - Uninvoice
I have a reporting/data request.	For the following report or data requests: Payroll Reporting Request Workday Report Request Docebo Report Request Data Survey Request General Survey Request Sterling License Verification
I have a question for Accounts Payable	Utility/Tel/Internet + Shutoff/Disconnect Invoice & Payment Requests - Non-Coupa Office Template Files Rents Garnishment Files / Remittances Inquiry Invoice Status - Non-Coupa W9s & ACH setup GP Vendor GP Vendor ID Add/Update General Inquires Credit Memos - Non-Coupa Receipt/Payment Record to Save
I need to submit an After Hours issue request.	For branches to report any issues with the After Hours communication or process.
I have a pay code request.	For any pay code requests needed to be created in each Payroll and AMS system.
I have a request or issue not covered in these options.	For any request not covered in the above options.

4. Complete any other necessary fields.

5. Provide a Subject and any additional information in the Description field.

6. Add attachments, if necessary.

7. Click Submit.

IT Requests

Any IT requests, including HAH Portal requests, can be submitted through the IT Service Desk by clicking the following here: helpathome Connect (go2connect.com) or clicking the Submit an IT Request from the home page of the Knowledge Center.

Source: Customer Support

IT Requests

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