Available for the following HR plans: Premium, Platinum
Available for the following user access level: Admin, Owner
There are many support options available to anyone with issues or questions about the HR platform.
As covered in this article, you can use our Help Centre and various Support Chat features to talk to Employment Hero's support staff through Live Messaging. Plus, you can access various features (depending on your region) in our generative AI answering solution: Hero AI.
Note: If you or an employee cannot access your account, learn how to reset your password at this article.
Important
We are currently adjusting how our support options appear in the platform, so some of the options below may not be available to everyone. If you cannot find the option you are looking for, please try another one listed below as there are multiple ways you can get support.
Support options available
The Employment Hero Help Centre documents the Employment Hero HR product and provides plenty of articles that are full of information.
Here is how to use the Help Centre:
- Open the Employment Hero Help Centre.
- You can either:
- Type your query into the search bar at the top of the page
- Use the tiles and links below the search bar to navigate to a relevant page.
We recommend using several keywords in the search bar to get the most accurate results.
To access the Support Chat feature, you simply need to do the following:
- Click the Get Help button.
- Click Support Chat.
- Click the purple support button (chat icon) in the bottom right corner of your screen.
- Type in your message and follow the prompts that appear.
Note: Using the Support Chat button will allow you to use Live Messaging on all available regions of Employment Hero. However, if you are using the Malaysia or Singapore version of the platform, you can currently only use Live Messaging for support and not Hero AI.
Hero AI is a generative AI answering solution that can provide instant answers to your questions. It can be accessed by clicking the purple Hero AI button in the top right corner of your screen.
On the Malaysia and Singapore versions of Employment Hero, Hero AI has two in-built features: Policies and WorkCoach.
Its Policies feature searches through your company's policy information so you can ask it specific questions about your organisation.
It can therefore answer questions such as 'How is long service leave calculated?', 'What is my company's parental leave policy?', and 'What is my company's work from home policy?'.
Its WorkCoach feature provides management and career guidance. It answers questions based on users' personal information such as their HR platform, job title and role (i.e. manager, admin, employee, or owner).
It can therefore answer questions such as 'What skills should I display to help my career development?', 'What kind of training certifications will help me in my role?', and 'What is my organisation's company culture?'.