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Xoxoday Empuls allows end users to raise support tickets directly from the platform via email or live chat, with each ticket assigned a severity level and tracked through a structured ticketing system until resolution or escalation.
Xoxoday Empuls provides end users with a straightforward way to raise support tickets without leaving the platform. Whether the issue involves reward points, account access, or a feature not behaving as expected, Xoxoday Empuls routes every request through a dedicated ticketing system designed to get employees to a resolution quickly and consistently. Two channels to reach support End users can raise a ticket through email or live chat, both accessible directly within Xoxoday Empuls. There is no need to navigate to a separate portal or search for a contact address. This matters in practice: an employee noticing a missing anniversary reward on a Monday morning can raise the ticket immediately, from the same interface where the issue appeared, and receive an acknowledgement within minutes. For organisations that have connected Xoxoday Empuls with collaboration tools like Slack or Microsoft Teams, employees can initiate help requests from within the tools they use daily, reducing the friction of switching contexts just to report an issue. How severity levels work Once a ticket is submitted, Xoxoday Empuls assigns it a severity level based on the nature and urgency of the request. Critical issues — such as an access failure affecting a large group of employees or a reward payout discrepancy linked to an HRIS integration with Darwinbox or SAP SuccessFactors — are prioritised accordingly. Lower-urgency requests, like a question about redeeming points for a specific reward category, are handled in sequence without blocking higher-severity work. This classification ensures the support team allocates effort proportionally rather than processing all requests on a flat first-in, first-out basis. What happens after submission After a ticket is raised, end users receive an acknowledgement confirming the request has been logged and assigned. The support team then works toward resolution within the applicable service level. If a ticket requires deeper investigation — for example, a sync issue between Xoxoday Empuls and an organisation’s Workday instance — it is escalated to the relevant specialist or engineering team automatically, without the end user needing to re-submit or follow up manually. Xoxoday Empuls operates its support function in alignment with SOC 2 Type II standards, meaning any data shared during the support process is handled securely and in accordance with established information security controls. Learn more: Empuls Help Centre — Support

What are the support response time SLAs?

Understand the service level commitments for different ticket severity levels in Xoxoday Empuls.

How does ticket escalation work in Xoxoday Empuls?

Learn how unresolved tickets are escalated to specialist teams and what to expect at each stage.