How to raise a ticket to Ciphr Payroll Bureau through the Customer Care Portal

This guide explains how to raise a ticket in the Customer Care Portal for the attention of the Ciphr Payroll Bureau.  

Contents

• Introduction
• Raising a ticket to notify your processor that your payroll data has been submitted ready for processing
• Raising a ticket to notify the Bureau of something else

Introduction

Firstly, having logged into the support portal, click on “Submit a request” in the top right-hand corner:

Under “How can we help?” Select the option “I’d like to contact the Payroll Bureau team” which will open a form to fill out.

Raising a ticket to notify your processor that your payroll data has been submitted ready for processing

If you are raising your monthly/weekly payroll ticket for your main pay run, please follow the instructions below:

• Copy in your payroll processor using the CC field, along with any other relevant parties, to ensure that they are receiving all updates related to the ticket.
• Select the contact reason “Payroll Data Upload”. Please note that all data should be submitted via the SFTP or Payroll Portal, and not uploaded directly onto the ticket.
• Select “yes” under “Does this query impact your current pay run”.
• Enter your cut off date for the current pay run.

• In the subject line, include your company name and reason for contact:

• Please include as much information as possible in the Description when raising your tickets.
• Missing information can cause unnecessary delays, it is preferable to put too much rather than not enough.

Finally, when you have completed all fields with as much specific information as possible, click Submit.

Raising a ticket to notify the Bureau of something else  

If your request is not related to your main payroll run, please select from the list of contact reasons presented and select the most relevant one:

• Once you have selected your contact reason, indicate if this affects your current pay run. This helps us prioritise the requests and ensure we can make amendments before BACS deadlines if required.

• In the subject include your company name and reason for contact.

• Please include as much information as possible in the Description when raising your tickets.
• Missing information can cause unnecessary delays, it is preferable to put too much rather than not enough.
• Screenshots are very useful to our investigations so please do include them whenever possible.
• Finally, when you have completed all fields with as much specific information as possible click Submit.