How to raise a Ciphr Payroll Cloud (Shape) ticket in the Customer Care Portal

This guide explains how Ciphr Payroll Cloud (Shape) customers can raise a support request through the customer portal.
 

Log in to the customercare.ciphr.com support portal and select Submit a request in the top right corner.
 

Choose I’d like to contact the customer care team and select Ciphr Payroll Cloud (Shape) as the product.
 

You will be asked to complete several fields:

• Payroll Product Category - Select the most relevant category from the list.
• Subject - Enter a clear and meaningful subject to help the Customer Care team quickly understand your query.
• Description - Provide as much detail as possible. Please include: 
  - what the issue is
  - when it started
  - how it can be reproduced
  - any relevant examples
  Clear information helps us investigate and resolve your query more quickly.

• Knowledge base articles will be suggested based on the subject line of your query. Please check the articles before raising your query
• Entering a meaningful Subject helps the Customer Care team identify your query
• Please make your description as detailed as you can. Why, when and how with examples and screenshots will help the Customer Care team

Knowledge base articles may be suggested based on your subject. Please review these before submitting your request as they may provide an immediate solution.

Select the level of Business Impact to indicate how the issue is affecting your organisation.
 

Screenshots are very helpful for our investigations. Where possible:

• include the full screen
• ensure the URL bar is visible
• include the date and time

Once all fields are complete, select Submit.