The Find Answers Section

 


This article gives detailed information on the Find Answers section in Personio and explains how you can use it to access our support materials and contact our teams.

 

What is the Find Answers Section?

Find Answers is our in-product support area in which you can find the answers to any questions you may have regarding all Personio topics. The section combines all of our support resources in one place, including 500+ Help Center articles, 70 interactive tours and 30+ videos, and is available 24/7 in English, German, Dutch, French, Italian and Spanish.

If you can't find what you're looking for, Account Owners and Contract Owners can request to be contacted by phone or by email and our most relevant team will get back to you.

Note
The Find Answers section is paired with your login credentials to ensure the highest level of data protection for your account. If you are not logged in, you will not be able to access the section.


If you cannot log in, or you're having technical issues with Find Answers, Account Owners and Contract Owners can file a ticket using our Help Center form. To ensure data privacy, no product questions submitted through this form can be answered.

 

How Do I Use the Find Answers Section?

To get support via the Find Answers section, go to Help > Support and Updates > Find Answers. An expandable widget will open in which you can choose from a range of options that are described in more in detail below.

Once you choose an option, you will be shown further suggestions that you can click through until you find what you're looking for. You can go back to the previous list of options or the homepage at any point.

Tip
You can use the search bar on top to quickly find an answer. While you're typing, the system will suggest the most relevant support materials.

 

How Can I Contact the Teams?

If you can't find an answer to your question, Account Owners can get in touch with our Customer Support team while Contract Owners can contact our Customer Growth team. Everyone can ask questions in the Personio Community to get peer-to-peer support from experienced users.

Follow these steps to get in touch with one of our teams:

  1. Click Get Support from the team under the relevant Personio topic.
  2. Choose if you want us to get back to you by email, by phone, or by phone with screen sharing.
  3. A contact form will appear. Make sure to add a subject, a detailed description and any relevant screenshots, so that we can provide you with the best possible support.
  4. Click Send to submit the request.

You will be sent an automatic email confirming that we've received your request and our most relevant team will get back to you shortly. If you don't see the email, and you've checked your spam folder, you can file a support ticket via this contact form.

 

Options in the Find Answers Section

I need help with the product

Select this option if you have any questions regarding Personio features. You can choose from a wide range of product areas. For every product area you choose, you will receive automated suggestions of relevant support resources, including articles from our Help Center, interactive tours, and videos.

The example below shows someone looking to find out how to reset their Personio password. They are redirected to a Help Center article that contains all the relevant information.

find-answers-product_en-us.gif

 

I need help with my subscription

Select this option if you want to upgrade your subscription, or if you have questions about your plan or billing. The most commonly asked questions are answered, and Contract Owners can contact our Customer Growth team if needed.

The example below shows someone who would like to know when their renewal date is coming up.

find-answers-subscription_en-us.gif

 

I need help with the implementation

If you're an Account Owner, you can select this option if you need help with the implementation of your Personio account. You can find relevant articles regarding the setup of HR Management and Recruiting, along with other implementation resources, such as webinars and the Community. If you can't find the answer you're looking for, you can get in touch with your Implementation Manager.

Note
This option is only available if your company is in the implementation process.

The example below shows someone who wants to learn more about approval workflows. The relevant Help Center article will open in a different tab.

find-answers-implementation_en-us.gif

 

I need help with data/security

Select this option if you have questions about data protection and IT security at Personio. You can find the answers to the most commonly asked questions and download the most relevant documents directly in Personio. Our Customer Support team is happy to assist you if your question is not listed.

The example below shows someone who wants to find out where their Personio data is stored.

find-answers-data-security_en-us.gif

 

I need help with my contract

If you are a Contract Owner, you can select this option if you have any questions about your contract with Personio. You can find the answers to the most commonly asked questions and download the most relevant documents directly in Personio. Our Customer Growth team is happy to assist you if your question is not listed.

The example below shows someone who wants to know which subcontractors are used by Personio.

find-answers-contract_en-us.gif

 

Frequently Asked Questions on the Find Answers Section

What happened to the Support Hub?
The content that was previously in the Support Hub has been divided between Find Answers and the new Updates and Screen Sharing section.

The links to the Help Center articles, interactive tours, webinars and Personio Community are integrated into Find Answers. In the Updates and Screen Sharing section, you can subscribe to our newsletter, start a screen sharing session with a support agent and find news about the product, events and the community.
What happened to the contact form on the website and in the Help Center?
The contact form has been repurposed for users to file tickets for very specific use cases:

  • There is an outage in Personio.
  • You're an Account Owner or Contract Owner, but you can't log in to your Personio account.
  • You're an Account Owner or Contract Owner, but you're having technical issues with Find Answers.
  • No Account Owners, Contract Owners or Administrators are available (follow the instructions in our article How can I assign an Administrator when there are none available?).

Since the requester cannot be linked to their Personio login credentials, any product-related questions filed via this contact form cannot be answered to ensure data privacy. The user will be instructed to go to the Find Answers section instead.
All Account Owners and Contract Owners are unavailable or have lost access to Personio. How can I request support?
Administrators can nominate new Account Owners or Contract Owners. Once they've been appointed, they will be able to contact our support teams.

If all the Administrators are also unavailable, follow the instructions in this article and file a ticket via our Help Center form. Keep in mind that no product questions submitted through this form can be answered.
How do I add an Account Owner or Contract Owner to my Personio account?
To assign a new Account Owner or Contract Owner, follow the instructions in our article What are Account Owners and Contract Owners in Personio?
Is there a way to limit access to the Find Answers section?
No, everyone has access to the section and can navigate through our various support resources. However, only Account Owners and Contract Owners can contact our Customer Support and Customer Growth teams, respectively.

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