When you need help with Empuls, creating a support ticket ensures your issue gets tracked and resolved efficiently. This guide shows you how to contact Empuls support and get the assistance you need.
Before You Begin
Before contacting support, try these quick troubleshooting steps:
Clear your browser cache and cookies
Try logging in with a different browser
Check that you're using the correct URL for your Empuls instance
Verify you're using updated versions of Chrome, Firefox, Safari, or Edge
Check the Empuls help center for answers to common questions
If these don't resolve your issue, you're ready to create a support ticket.
Creating a Support Ticket via Email
You can simply drop an email to [email protected] with the details of their query/issue for a swift resolution.
Step 1: Open your email
Use your company email to contact support. This ensures we can verify your identity and reach you with updates.
Step 2: Address the email
Send your email to [email protected]. This is Empuls' main support email address.
Step 3: Create a clear subject line
Use a subject that describes your issue in one short phrase. Examples:
"Cannot log into account"
"Recognition not appearing in feed"
"Mobile app crashing on iOS"
"Question about privacy settings"
Step 4: Describe your issue
In the email body, provide:
Issue Description - Clearly explain what problem you're experiencing. What were you trying to do? What happened instead?
Steps to Reproduce
List the exact steps you took that led to the issue. For example:
1. Logged into Empuls
2. Clicked on Recognitions
3. Clicked Give Recognition
4. Selected a colleague
5. Got error message
Error Messages - If you received an error message, copy the exact text. Include any error codes.
Your Account Details - Provide:
Your full name
Your email address
Your organization/company name
Your Empuls role (employee, manager, admin)
Device Information - Include:
Device type (desktop, laptop, tablet, phone)
Operating system (Windows, Mac, iOS, Android)
Browser name and version
Empuls app version (if using mobile app)
When It Started - Note when the issue began. Is it new or ongoing?
Step 5: Send the ticket
Click Send to submit your support request. You should receive an automated acknowledgment immediately.
Example Support Ticket Email
Here's a well-structured support email:
Subject: Cannot give recognition - "User not found" error
Hello,
I'm experiencing an issue when trying to give recognition on Empuls. Here are the details:
Issue: When I try to give recognition to colleagues, I get an error message "User not found" even though I can see the colleague in my department directory.
Steps to Reproduce:
1. Log into Empuls
2. Click Recognitions in the main menu
3. Click "Give Recognition"
4. Search for colleague "Sarah Johnson"
5. Search returns results but shows error "User not found" when selected
6. Unable to complete recognition
Error Message: "Error 404: User not found in recognition system"
Account Details:
Name: John Smith
Email: [email protected]
Organization: Acme Corp
Role: Employee
Device Information:
Device: MacBook Pro
OS: macOS 13.2
Browser: Chrome 110.0.5481.177
When Started: This morning, began after the platform update
Please help me resolve this issue so I can recognize my colleagues' contributions.
Best regards,
John Smith
Raise a ticket via in-app resource center
Step 1: Navigate to the in-app resource centre.
Empuls Resource Center
Step 2: Go to Home --> Raise A Support Ticket.
Raise A ticket
Step 3: Fill out the form on the new tickets creation page and submit.
Ticket Creation Form
Submit ticket through the link
You can raise a support ticket anytime without logging into the platform. Simply fill out this quick form: Submit a Ticket.
What Happens After You Submit
Ticket Confirmation: You receive an automated email confirming your ticket was received. Keep this email for reference; it includes your ticket number.
Support Team Review: Empuls support reviews your ticket. Response time depends on issue severity:
Critical issues (cannot access account): 2-4 hours
Urgent issues (features not working): 4-24 hours
Standard issues: 24-48 hours
General questions: 48-72 hours
Initial Response: Support responds with clarification questions if needed, or begins troubleshooting.
Resolution: Support works with you to diagnose and fix the issue. You may need to try additional troubleshooting steps.
Ticket Closure: Once resolved, support closes your ticket. You can reopen it if the issue returns.
FAQs
How long does it take to get a response?
How long does it take to get a response?
Response times vary based on issue severity. Critical issues get responses within 2-4 hours. Standard issues typically get a response within 24-48 hours. During weekends and holidays, response times may be longer.
What if I don't get a response?
What if I don't get a response?
Check your spam folder for the response email. If you don't see anything after 48 hours, send a follow-up email referencing your original ticket number.
Can I call support?
Can I call support?
Email [email protected] is the primary support channel. Some organizations have a dedicated administrator who can escalate phone support requests.
Should I contact my administrator or Empuls support?
Should I contact my administrator or Empuls support?
Contact your administrator first for questions about how your organization configured Empuls or about company-specific settings. Contact Empuls support for technical issues, bugs, or general platform questions.
What if my issue is urgent?
What if my issue is urgent?
Clearly mark "URGENT" in your subject line and explain the business impact. Urgent issues (system unavailability, account lockout) get priority handling.
Tips for Effective Support Tickets
Be Specific: Vague descriptions like "it's not working" are harder to debug. Provide exact steps and error messages.
Include Context: When did this start? Does it happen to others or just you? Did you recently change anything in your profile or account?
One Issue Per Ticket: If you have multiple unrelated issues, create separate tickets so each can be tracked independently.
Provide Screenshots: If relevant, take a screenshot of the issue and attach it to your email. Screenshots help support understand exactly what you're seeing.
Check Previous Responses: If support asks for clarification, respond to their email rather than creating a new ticket. This keeps all communication in one thread.
Follow Instructions: If support asks you to try specific troubleshooting steps, report back with the results, even if they don't work.
Troubleshooting Before Contacting Support
Try these common solutions before reaching out:
🔍 Can't see a colleague's profile
Verify they're in your organization (not a different company using Empuls)
Check your privacy settings — you may have filtered visibility
Search for them by full name or email address
👏 Recognition isn't appearing
Refresh your browser or close and reopen Empuls
Clear your browser cache
Check if the recognition is pending approval (if your organization requires it)
Verify the colleague received a notification
🎁 Earning credits but rewards are unavailable
Check if rewards are available in your region or country
Verify you have sufficient credits for the reward you want
Contact your administrator about reward availability
📱 Mobile app isn't working
Update to the latest version from your device's app store
Force close and restart the app
Uninstall and reinstall the app
Ensure you're connected to the internet
👥 Can't find a group
Search by group name in the Groups section
Check if the group is private and requires approval to join
Ask your administrator if the group is still active
Escalating Your Issue
If your issue hasn't been resolved to your satisfaction:
Follow up with support referencing your original ticket number
Mark the follow-up as "ESCALATION REQUEST"
Explain what troubleshooting you've done and why the initial solution didn't work
Ask to be escalated to a senior support specialist
Escalations are reviewed within 24 hours
Next Steps
If you don't need support right now:
Bookmark [email protected] for quick access
Familiarise yourself with the Empuls Help Center
Ask your administrator if there's company-specific support available
Join a support or help group in Empuls for peer assistance
Getting help quickly means you can get back to engaging with your Empuls community. 🚀