IN THIS ARTICLE:
Overview
Rosterfy continues to innovate as our business grows and we are constantly looking for ways to better meet your expectations. That's why we've made significant changes to how we support you.
With Rosterfy’s new support experience, you'll notice some new services, including:
Introducing FIN - Our new automated chatbot designed to help you get answers fast within your Rosterfy admin portal. Access assistance and submit new tickets directly via our Fin AI messenger, with the option to escalate to a human support agent, if needed.
New Knowledge Base - Find the answers to your questions with improved Rosterfy resources designed to in the new knowledge base.
Smarter Routing & Queueing of Tickets - View and track all tickets submitted by your organisation in one place and ensure your logged tickets reach the support team, quickly.
FIN AI Messenger
Fin AI messenger is available within the Rosterfy admin console in the bottom-left corner.
Within the messenger window, you can ask a question of Fin, submit a support ticket, view your support tickets and access the Rosterfy help desk knowledge base.
Submitting a Support Ticket
To submit a support ticket, simply open the messenger window and select the Messages tab, type your question or issue. Fin will attempt to answer your question automatically.
If Fin cannot resolve your query, you can request to speak with a human support agent at any time, simply type, Connect me to support (or click the option when prompted by Fin).
Once your request is submitted, our support team will categorise and prioritise it depending on whether it's a how-to question, a feature request, or a potential bug.
Note: When submitting your ticket, please include as much detail as possible (URL of the page, screenshots, browser/device information.
This detail assists us to resolve your issue faster.
Viewing support tickets
At any time, you can track the status of your requests through the Fin messenger, directly in the Rosterfy admin console.
Simply click the Tickets tab at bottom of the messenger window. Here you will see a list of your recently submitted or updated tickets.
If multiple tickets have been submitted by users of your organisation, you will also see an option at the top of the Tickets tab, Go to Ticket Portal.
This will give you visibility of both your own tickets and any tickets raised by your colleagues.
Updates to Support Tickets
Replies from the Rosterfy team will appear directly in the Fin messenger, you'll also receive an email notification to the admin account you are logged in with.
New Help Desk Knowledge Base
We have introduced a new knowledge base, this is easily accessible via a number of ways within the Rosterfy Admin Console.
You can navigate to the Help tab of the Fin Messenger, this allows you to search the knowledge base without leaving the admin console.
Alternatively, you can navigate to the Resource Centre > Knowledge Base for links to the available categories on the knowledge base. Clicking on these links will direct you to the new help centre.
With this new support experience, your team has a clearer way to submit, track, and resolve support issues in one place.