Can't find what you're looking for? Browse the most common questions below. Click any question to expand the answer.
Getting started
The portal is available at https://support.rival-hr.com.
Your username is the same as on the current portal - it matches the email address we have on record for you. A new password will be sent to that email address ahead of go-live. Simply use those credentials to sign in when the new portal launches.
If you don't receive the password email or have any trouble signing in, contact our team and we'll get you sorted straight away.
No action is required on your part. All tickets that have been active since 1 January 2024 have been migrated to the new portal, and your account access is already provisioned. Simply log in and you'll see your existing requests in the dashboard.
Yes. Every ticket that has been active since 1 January 2024 has been migrated and can be accessed directly in the Rival Support Portal.
Tickets from before that date have been archived. If you need one, just submit an Ask a Question ticket with the reference number or a short description of the request, and our team will provide it for you.
Yes - any authorised user within your organisation can submit and track their own requests. If you'd like additional users added or removed, submit an Operational Request ticket and our team will handle it.
Submitting tickets
Include as much context as possible in your initial submission - what you were doing, what happened, when it started, and whether it affects multiple users. Tickets with complete information skip the back-and-forth and move straight to resolution. See our step-by-step guide for tips.
It helps, but don't let it slow you down. Choosing the right category routes your ticket to the correct team immediately. If you're unsure, pick the closest match and add a brief explanation - our team will re-categorise if needed without any delay to you. See the Submit a Ticket guide for a breakdown of channels and ticket types.
Yes. Tickets sent by email are created in the Rival Support Portal automatically, so you'll find them in your ticket list alongside everything you've submitted through the portal:
That said, we recommend using the portal where you can. It lets you choose the right ticket type and add all the details upfront, which helps our team respond faster.
The reference at the start of your ticket number shows which team is handling it:
Both appear in the same portal and work the same way - there's nothing different you need to do. The reference simply depends on the channel you chose, or the email address you wrote to, when submitting. See Submit a Ticket for more on channels.
Yes, absolutely. Open the ticket from your dashboard, scroll to the comment area, and add any additional context or attachments. Our team will receive a notification immediately. There's no need to submit a new ticket.
Ticket progress & resolution
Response times depend on ticket priority and type. Urgent and High priority tickets are monitored continuously. For standard requests, our team aims to provide an initial response within one business day. Your SLA terms will specify exact commitments for your organisation.
Both statuses mean the next step is with you. Pending Information means our team needs more information, a decision or a clarification from you before we can continue. Pending Confirmation means we've delivered a solution and need you to test it and confirm it works, or let us know if something still isn't right. In both cases, check the ticket comments - we'll have left a note explaining exactly what we need. Responding promptly keeps your ticket moving. See the full Ticket Statuses guide for all status definitions.
The portal automatically monitors ticket age and escalates based on priority and SLA thresholds - so escalation often happens before you even need to ask. If you have an urgent concern, add a comment on the ticket asking our Support team to increase its priority, and explain the time sensitivity - for example, how many users are affected or what deadline is at risk. Ticket priority can't be changed from the customer side, but our team will review your request and adjust it if needed. If the ticket needs immediate attention, you can also use the Escalate option - see the Escalation guide.
Yes - if a ticket needs immediate attention, you can use the Escalate option directly from the ticket detail view. This flags the ticket to a senior member of our support team and moves it to the top of the queue for review.
Before escalating, add a comment explaining the urgency and, if needed, ask our team to raise the ticket's priority. Priority can't be changed from the customer side, but a clear comment gives our team the context they need to act quickly. See the Escalation guide for full details on when and how to use it.
The new portal
The new portal brings real-time ticket tracking, a cleaner interface, expanded self-service options, and - most importantly - a shared platform that all Rival teams now use. That last point means tickets reach the right people faster and handoffs between teams are seamless. Read the full breakdown on the What's New page.
Yes - an AI-powered chat assistant is coming soon. It will have access to information across all of our internal teams simultaneously, so you'll be able to get answers to questions about tickets, product features, or documentation in seconds. We'll announce it when it's live.