Executive Summary

Opening and tracking a support ticket in PyjamaHR ensures your issues are resolved efficiently and transparently. This guide covers the exact steps to raise a ticket, how to monitor its progress, and best practices for getting the fastest, most effective support—based on real customer scenarios and the latest PyjamaHR workflows.

Detailed Overview

What is a Support Ticket in PyjamaHR?

A support ticket is a formal request for assistance with any issue, question, or feature request related to your PyjamaHR account. Tickets are tracked internally by the PyjamaHR support team, ensuring your concern is logged, assigned, and resolved in a timely manner. This process is essential for:

Reporting bugs or platform errors (e.g., job posting issues, account access problems)
Requesting feature changes or enhancements
Getting help with account setup, billing, or integrations
Escalating urgent business-impacting issues

When and Why to Use Support Tickets

When self-service (Help Center articles, in-app prompts) does not resolve your issue
For issues requiring investigation, follow-up, or engineering intervention
To ensure accountability and track the status of your request
For urgent matters that impact your ability to use PyjamaHR (e.g., account lockouts, job posting failures)

Integration with Other PyjamaHR Features

In-app chat and email support both generate internal tickets
Tickets are referenced in follow-up communications and status updates
Some issues (like account verification or plan changes) require ticketing for compliance and audit trails

Step-by-Step Guide: Opening and Tracking a Support Ticket

Prerequisites

You must have a registered PyjamaHR account (any user role)
For account-specific issues, have your registered email and company name ready
For technical issues, prepare screenshots or screen recordings if possible

How to Open a Support Ticket

Method 1: In-App Chat (Recommended)

Log in to PyjamaHR at https://app.pyjamahr.com.
Click the Chat/Support Icon (usually at the bottom-right corner).
Describe Your Issue Clearly:
- Include job IDs, error messages, or affected user emails if relevant.
- Attach screenshots or screen recordings for technical issues.
- Example: “I am unable to post a job. The ‘Create Job’ button redirects me to the dashboard. See attached screenshot.”
Request Explicitly for a Ticket (optional but helpful):
- Example: “Please raise a support ticket for this issue.”
Submit Your Message. You’ll receive an automated confirmation that your request has been received.

Method 2: Email Support

Send an Email to [email protected].
Include All Relevant Details:
- Subject: Brief summary (e.g., “Unable to Access Account – Account Suspended”)
- Body: Detailed description, steps to reproduce, urgency, and contact number if a call is needed.
- Attachments: Screenshots, error logs, or recordings.
Wait for Confirmation: You’ll receive an acknowledgment email, and your request will be logged as a ticket.

Method 3: Phone/Zoom/WhatsApp (For Urgent Issues)

If your issue is urgent (e.g., account locked, business halted), request a call in the chat or email.
Provide your contact number and preferred time for a call.
The support team may initiate a Zoom or WhatsApp call and will log the conversation as a ticket for tracking.

How to Track Your Support Ticket

In-App Chat: All updates and responses are visible in your chat history. Look for phrases like “We have created an internal ticket for our team to work on the same. We shall update you once this has been resolved.”
Email: Replies to your original email will include updates, requests for more information, or resolution notices. Reference your original subject line for continuity.
Ticket Numbers: PyjamaHR does not always provide a public-facing ticket number, but you can request one or refer to your chat/email thread for tracking.
Status Updates: The support team will proactively update you when:
- The issue is being investigated
- More information is needed
- The issue is resolved or a workaround is available

Advanced Usage & Best Practices

Power User Tips

Be Specific: Include job IDs, candidate names, error messages, and steps to reproduce. This reduces back-and-forth and speeds up resolution.
Attach Evidence: Screenshots and screen recordings are highly effective for technical issues.
Request Escalation: For business-critical issues, state the urgency and request escalation.
Follow Up: If you haven’t received an update within the stated timeframe, reply in the same chat/email thread for continuity.
Multiple Issues: Open separate tickets for unrelated issues to avoid confusion and ensure each is tracked properly.

Do’s and Don’ts

Do:
- Use clear, polite language
- Provide all requested information promptly
- Use the same communication channel for follow-ups

Don’t:
- Open duplicate tickets for the same issue (slows down support)
- Share sensitive credentials in chat/email (support will never ask for your password)
- Expect instant resolution for complex issues—some require engineering intervention

Troubleshooting & Common Issues

Common Error Messages and Solutions

“We have created an internal ticket for our team to work on the same.”
Your issue is logged and being worked on. Wait for updates.
No Response/Update
Check your spam folder for email updates.
Reply in the same chat/email thread to request a status update.
Ticket Not Resolved in Stated Time
Politely follow up, referencing your original message and any ticket number or chat transcript.
Urgent Business Impact
Clearly state the urgency and request a call or escalation.
Didn’t Receive Confirmation Email
Check spam/junk folders.
Request a manual verification or Zoom call for urgent onboarding issues.

Recovery Procedures

Account Locked/Suspended: Provide your registered email and contact number. Support may request a Zoom call for verification.
Feature/Bug Not Fixed: Provide additional evidence (screenshots, recordings) and reference your original ticket.
Multiple Team Members Affected: Clarify if the issue is user-specific or company-wide for faster triage.

When to Contact Support

Platform errors, bugs, or outages
Account access or verification issues
Billing, plan, or user management problems
Feature requests or feedback
Any issue not resolved by Help Center articles

Comprehensive FAQ

1. How do I know my support ticket has been created?
You’ll receive a confirmation in the chat or via email, often with wording like “We have created an internal ticket for our team to work on the same.”

2. Where can I see the status of my ticket?
Track updates in your chat or email thread. PyjamaHR does not currently provide a public ticket dashboard.

3. Can I get a ticket number?
Not always, but you can request one. Otherwise, reference your chat/email thread for tracking.

4. How long does it take to get a response?
Most tickets receive an initial response within a few hours. Resolution time depends on complexity.

5. What if my issue is urgent?
State the urgency in your message and request a call. Provide your contact number and availability.

6. Can I open multiple tickets for different issues?
Yes, but avoid opening duplicates for the same issue.

7. What information should I include in my ticket?
Job IDs, candidate names, error messages, steps to reproduce, and screenshots/recordings.

8. Can I escalate my ticket?
Yes, request escalation in your message if the issue is business-critical.

9. How do I follow up on an existing ticket?
Reply in the same chat/email thread for continuity.

10. What if I don’t get a resolution?
Politely follow up, provide any new information, and request escalation if needed.

11. Can I request a call or Zoom meeting?
Yes, especially for complex or urgent issues. Provide your contact details and preferred time.

12. What if I need to provide sensitive documents (e.g., business registration)?
Attach them securely in your email or upload via a secure link provided by support.

User Access Management: For issues with permissions, see Understanding Access Types
Account Verification: For onboarding issues, see [Account Verification Guide]
Job Posting Issues: For publishing problems, see Publishing Jobs Internally
Bulk Import/Export: For data migration issues, see [Importing Candidates] and [Exporting Candidate Data]
Billing & Plan Management: For subscription issues, see Changes to PyjamaHR Forever-Free Plan

Real-World Scenarios & Examples

Scenario 1: Account Suspended for Multiple Logins
Customer provides registered email and phone number via chat. Support opens a ticket, verifies activity, and restores access after confirming no credential sharing.
Scenario 2: Job Posting Not Visible on LinkedIn
Customer shares job ID and screenshots. Support raises a ticket, investigates, and provides updates via chat until resolved.
Scenario 3: Feature Request or Bug Report
Customer describes the issue, attaches a screen recording, and requests a ticket. Support logs the request, provides a timeline, and follows up with resolution.

Summary Checklist

[ ] Use in-app chat or email to open a ticket
[ ] Provide all relevant details and evidence
[ ] Track updates in your chat/email thread
[ ] Follow up politely if needed
[ ] Escalate urgent issues with a call request

Still need help?
Contact [email protected] or use the in-app chat for the fastest response.

This guide is based on real customer conversations and is updated regularly to reflect the latest PyjamaHR support processes and best practices.

How to Open and Track a Support Ticket in PyjamaHR: Step-by-Step Guide, Best Practices, and Troubleshooting