Submitting a Ticket

Q&A Video: Researching Common Issues (7/18/24) 

Before Submitting a Ticket: 

• Troubleshoot the issue.  There are resources in the Training Library with step-by-step guidance 
• Training Library:   
  • BEFORE Submitting a Ticket Troubleshooting Steps 
  • Correcting Common Payroll Mistakes 
   
• Look in the University, People Heroes for information on the issue 
• Search in Teams or ask a question in the isolved Chat for peer guidance 

To submit a ticket, start by clicking on the following link:  

https://47956820.hs-sites.com/-support-pv 

Password:  PayrollVault2025! 

Fill out the form, attach up to 3 supporting documents

In EVERY ticket submitted, please include:  

• Client Name  
• Employee Name  
• For a login reset: include the Employee's email  
• Summarize the issue  
• Upload any supporting documents  

When Filling Out the Ticket: 

Select the Correct Department  

• Amendments - ONLY used for prior quarter and year-end tax amendments.  
• Operations Support – General payroll questions and issues, including any adjustments that need to be made if you have tax errors.   
• General Tax – General Tax Questions  
• Tax Notices – Received a tax notice.  The tax department will create a ticket for you if we receive a notice that you haven't.  

Select the Correct Priority 

• Urgent - Major Emergency - someone is not getting paid
• High – Processing or work problems that to be fixed the same day  
• Medium – Log in issues, group of users with a service that is being affected
• Low – Everything else, including isolved imports, client set up/conversion issues  and anything related to tax
  
  

Tax/OPS Team Communication Guidelines 

• Tax/OPS will acknowledge/respond to submitted tickets within one business day 
• Status Explanations:  
  • Waiting on franchisee response - If we ask for more information please respond within 3 business days.  After that, we will change the status to “Closed-No Response”. The ticket can be reopened when you are ready to proceed 
  • Waiting for Tax Agency – Waiting for the State/Federal tax agency to take action (ie registering for new account numbers, waiting for them to process amendments or refunds), but we need to follow up before closing the ticket. 
  • On Hold – The ticket needs action but we can't make changes immediately.  The most common purpose for this status is during blackout. The ticket can be submitted as soon as the problem is identified, and it can be resolved as soon as blackout is lifted. 
  • Waiting on Support Team – OPS or TAX has steps to complete before resolution 
  •  Resolved?  - We are waiting for confirmation that the ticket has been fully resolved.  If no confirmation is submitted by the Franchisee within 3 business days, the ticket will be labelled "Closed-Resolved". 
  • Closed-Resolved - Tax/OPS will send a message outlining the steps taken when closing a ticket