How Wagepoint support works

At Wagepoint, we understand the importance of quick resolutions, especially with something as important and time-sensitive as payroll.

At the same time, we handle hundreds of requests daily, so prioritizing incoming tickets is crucial.

To help you get the support you need, we assess tickets based on two key factors:

• Team: Which team is best equipped to resolve this issue?
• Priority: How urgent is the inquiry and what is the impact on payroll processing?

How do you determine which team answers my support ticket?

Routing your ticket to the right team ensures your issues are resolved promptly and effectively.

Our friendly customer support agents specialize in the following areas:

• Product support handles how-to questions about our applications
• Payroll support for small business owners provides guidance on payroll questions such as codes, ROEs, and tax forms
• Partner support tackles questions from the many bookkeepers and accountants who run client payrolls through Wagepoint
• Payroll advisory oversees the thorniest payroll questions like PIER reviews and amendments

How do you determine the priority of my support ticket?

Wagepoint prioritizes urgent tickets for faster resolution to minimize impact on your operations. 

When you submit a ticket, it is reviewed and assigned a priority: Urgent, High, Normal, or Low.

Priority	Examples
Urgent	Payroll processing issues with immediate deadlines Complex application issues that require urgent attention
High	Payroll processing issues that have close but not urgent deadlines Issues related to core application functionality that are important but do not block payroll Complex application issues that require attention but do not block payroll
Normal	Questions about maximizing Wagepoint's features Routine application tasks such as password changes
Low	Inquiries from addresses that are not associated with a Wagepoint administrator General inquiries about Wagepoint’s platform

When can I expect an answer to my ticket?

During our regular operations, we aim to handle all tickets within a business day. However, during busy times, we will prioritize Urgent and High tickets.

While we strive to resolve all tickets promptly, there are times when ticket volumes may delay our response time. Some factors that impact our ticket response times include:

• High-volume periods during the year, such as year-end and around statutory holidays
• High-volume processing days, such as mid-month and end of month
• Complex issues requiring support agents to work with technical experts

What can I do to resolve my issue as quickly as possible?

Here are some tips to get the most out of Wagepoint support:

• Chat with our in-app agent: You might be surprised what Digit is able to help you with! He's available to answer your questions 24/7. Digit can also create and submit a support ticket on your behalf.
• Level up your payroll knowledge: Set yourself up for success by enrolling in a free course in the Wagepoint Academy. 
• Provide context: Include as much detail as you can up front about your support issue or question. Whether you're submitting a ticket to a human agent or chatting with Digit -- the better we understand your request, the faster we can assist you.
• Plan ahead: Stay on top of your reports, processing timelines, and year-end so that you can avoid peak periods.
• Include your Wagepoint details: Ensure you are submitting a ticket from the same email address you use to manage your Wagepoint account and include your Wagepoint Company ID.

FAQs: Wagepoint support

• Yes! Our team is happy to give you a call. To get started, submit a support ticket, either through the in-app chat or by emailing [e-mail], and be sure to mention that you would like a phone call. One of our friendly support agents will reach out as soon as possible.