Every ticket comes down to two simple choices: the channel you submit it through and the type of request it is. Get both right and your ticket reaches the right team, with the right context, from the very start. This guide walks you through both choices and then the submission itself.
Decides which team handles your ticket - Client Support or Managed Services.
Tells that team what kind of help you need - a question, a problem, an enhancement or an admin request.
Any of the four ticket types can be submitted through either channel.
Step 1Choose your channel
The channel you choose determines which Rival team receives and works on your ticket.
Contact the Support team with any question or issue about Rival products.
Contact the Managed Services team with any request covered by your Managed Services agreement.
Step 2Choose the ticket type
Within either channel, pick the type that best describes your request. This helps the team understand straight away what you need.
General inquiries and how-to questions. No malfunction - just information, guidance or a walkthrough you need from our team.
Report a product issue or suspected bug. Use this type when something in Rival isn’t working the way it should - an error, a malfunction or behaviour that differs from what you expect.
Have an idea that would make Rival work better for you? Submit an enhancement request here.
Submit a request related to your configuration, integrations, user access or platform settings - something you need our team to set up or change on your behalf.
Step 3Submit your ticket
Go to the Rival Support Portal and sign in:
https://support.rival-hr.com↗If this is your first time, you may be prompted to set up your account - follow the on-screen instructions and reach out to our team if you get stuck.
Select Client Support or Managed Services, based on Step 1 above.
Select the type that best describes your request.
Provide a clear summary (one line describing the request) and a description with as much context as you can. The more detail you share upfront, the faster we can help.
For a problem, include what you were trying to do, what happened instead, when it started and whether it affects multiple users. For an enhancement, describe the outcome you’re after and why it matters to your team.
If your request is time-sensitive, set the priority level accordingly. For anything affecting multiple users or blocking critical workflows, choose High or Urgent.
Please choose carefully - once the ticket is submitted, the priority can only be changed by our team. If the urgency changes later, add a comment on the ticket and ask us to adjust it.
Screenshots, error messages, exported files or any other context will help our team understand and resolve your request faster. Use the attachment area to add files before submitting.
Click Submit. You’ll receive an email confirmation with your ticket number, and you can follow its progress at any time from the portal. See Ticket Statuses for what each stage means.
When in doubt, pick the channel and ticket type that feel closest and add a short explanation in the description. Our team will re-route or re-categorise the ticket if needed. You can also check the FAQ.