Gro Help & Support

Table of Contents

• Introduction
• Need Help?
  • Something Not Working
• Problem Response Times
• Escalation Process
• Requesting Configuration Changes
• Training
• New Feature Releases & Updates
• Grow With Tribepad Gro

🌱 Introduction

Hi, we’re here to help 👋

We want you to get the most out of Tribepad Gro. It’s designed to be intuitive for your HR and recruitment teams, hiring managers, and candidates - but we know questions (and the occasional hiccup) can come up.

This guide covers how to get help and what to expect from us, including:

• Using our Support Centre
  
  
• Getting in touch with our team
  
  
• Requesting changes or new features
  
  
• Booking extra training
  
  
• Learning about new releases
  
  
• Raising a complaint
  
  

Let’s get started!

🆘 Need Help? Here's Where To Start

Before contacting Support, check our 🖱️ Training Site - it’s your first stop for answers and guidance.

Still have a question? Use our 🖱️ Support Form. It’s the quickest way to reach us and helps us get all the info we need upfront to resolve your query faster.

Our team is available Monday to Friday, 9am–5pm (UK time), and we monitor urgent (Priority 1) issues 24/7.

We aim to respond to all queries and simple requests within one working day - and usually answer questions within two working days.

🛠️ Something Not Working? We’ve got you.

Tribepad is packed with powerful, ready-to-go features used by over 50,000 HR pros, recruiters, and hiring managers each month. But every now and then, something might not work quite right, (hey, no-one’s perfect) - that’s where our Support Team comes in.

To help us fix issues faster, please include as much detail as possible when raising a support request, including:

• What you were trying to do
  
  
• The page URL where the issue happened
  
  
• Any error messages
  
  
• Screenshots
  
  
• Your browser and operating system
  • 💡Tip: If you’re unsure, simply paste this URL supportdetails.net into your browser and send us a screenshot
    
    
• Date and time of the issue
  
  
• Job title, location, or reference
  
  
• Affected usernames or candidate examples
  
  

The more info you give us, the quicker we can sort it!

⏰ Problem Response Times

When something isn’t working properly we know it can be frustrating. We always fix things as fast as we can, but need to focus on the most serious problems first. 

When you report a fault we'll categorise it as either 1, 2 or 3 which decides how fast we respond and how quickly we aim to fix it. 

Here are all the details:

We measure our response and resolution times from when the problem is first logged as a Support Ticket on our system and a notification is automatically generated back to you. 

We’ll send you updates on your ticket by email. For P1 problems this will be every two hours. P2s we’ll update daily, and for other problems, you’ll get an update at least once a week. 

You can also track any open Support tickets via our 🖱️ Support Portal.

🚨 Escalation Process

Occasionally things don’t go as smoothly as we’d like.

If you’re having a problem with getting help, you can escalate to Samantha Milne, our Head of Support & Success. You can do this via the 🖱️ Support Form, please make sure the subject includes ‘Escalation FAO Samantha Milne’. 

💻 Requesting Configuration Changes

We understand that over time you may wish to change the way in which your recruitment process works. If you want to make a change you should raise a request using our 🖱️ Support Form.

Our Customer Support Team will review this request and will generally complete simple changes within ten (10) working days. More complex changes may be chargeable, in which case one of our sales team will contact you. 

🎓 Training

To get the most out of Tribepad, we want to help you and your team fully understand the system. The first point of call is this training website which contains step-by-step guides with videos and audio to help you get to know the platform.

You can also access interactive help and support guides from within your ATS Platform, via the 'Help Centre' icon on the bottom right-hand side of any screen:

We normally expect your Recruitment team to train new starters and hiring managers. But if you would like to book a specific training session for your recruitment team please use our 🖱️ Support Form to enquire about this. 

⭐ New Feature Releases & Updates

Want the latest and greatest? Here’s how to stay in the loop 🚀

We’re always adding new features and improvements - and we want you to make the most of them.

Keep an eye on our email newsletter for quarterly release updates, product roadmap news, and the latest features.

You can also follow our blog and LinkedIn for regular updates and insights.

And don’t miss our annual Client Forum every October - it’s a great chance to connect with other users, share ideas, and hear from inspiring speakers. Invitations to this will land in your inbox, so stay tuned!

🌱 Grow With Tribepad Gro

We hope to grow our relationship with you as your business grows. So from time to time our sales team may contact you about new products and services. Likewise, when you’re approaching the end of your contract we’ll be in touch to see how we can support you. 

If you are interested in new services you can contact the salesperson who originally welcomed you to Tribepad. 

Thanks for choosing us - we won’t let you down🌿💪