Weekly Tech Tip: Getting the Support You Need
At We Do Life…Together, we want to make sure you have the tools, resources, and support you need to be successful. One of the best ways to help us help you is by using the Tech & Paycom Support Ticket system whenever you experience an issue or need assistance.
Submitting a support ticket is the fastest and most effective way to connect with the Tech Team. It ensures that your request is received, assigned, tracked, and resolved as efficiently as possible. It also helps our team stay organized and informed so that no request is overlooked.
We are always happy to assist and appreciate opportunities to connect with staff. Because our team is often working on support requests, system maintenance, security monitoring, and other operational priorities, submitting a ticket helps ensure your request is addressed as quickly as possible and in the proper order. Outside of urgent issues or our dedicated Open Tech Hours, team members may not be available to provide immediate assistance. Using the ticket system allows us to track your request, communicate updates, and make sure you receive the support you need.
How to Submit a Tech or Paycom Support Ticket
To submit a ticket, visit:
https://weconnectsite.zendesk.com/hc/en-us
You can also access this link from the All Company SharePoint site by selecting Work Tickets and then Tech & Paycom Support Ticket from the top navigation menu.
Once on the support portal, click Submit Work Ticket and choose either a Tech Support Ticket or Paycom Support Ticket, depending on your need.
Understanding Ticket Priorities
To ensure issues are addressed appropriately, support tickets are assigned a priority level by the Tech or Paycom team member working on your request. Once your ticket is assigned a priority level, you will receive an email confirmation, so you know when to expect resolution.
Please note, response time is during normal business hours unless it is critical issue needing immediate attention.
Low Priority
Initial response within 3 business days
Not impacting work
Examples: general requests, routine replacements, employee login assistance (self-support options available), or issues that do not significantly impact daily work
Medium Priority
Initial response within 1 business days
Work can still continue but need support
Examples: issues that moderately affect operations, such as kiosk or time station problem, scheduling-related concerns, client login issues, orientations, or software-related challenges
High Priority
Initial response within 2 hours
One or more users are impacted
Examples: critical work-related technology failures such as a laptop not functioning, phone outages, location-specific internet disruptions, or urgent access/security requests
Critical Priority
Immediate response from the IT team
Multiple users and / or systems are impacted, critical processes impacted
Examples: company-wide outages, payroll-related emergencies, significant security concerns, or large-scale service disruptions
Additional Ways to Get Support
We understand that sometimes you may need immediate guidance or prefer to explore solutions on your own.
Self-Help ResourcesThe support portal includes a Self Help section for both Tech and Paycom topics. These resources provide answers to frequently asked questions and step-by-step guidance that may help resolve your issue quickly.
Open Tech HoursThe Tech Team offers weekly open office hours:
Tuesdays: 10:00 AM – 12:00 PM
Thursdays: 2:00 PM – 4:00 PM
Open Tech Hours are held in the break room at 35 Elm Street, but participation does not need to be in person. During these times, you are welcome to stop by, call, email, or text the Tech Team with questions or concerns without submitting a support ticket.
Thank you for helping us keep our support process efficient and effective. By using the ticket system whenever possible, you help ensure that requests are tracked, prioritized appropriately, and resolved as quickly as possible.