Knowledge Base
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Through the staff portal after login.
Sign in to the portal → **Leave** → submit a request. Your manager will approve according to policy.
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Use Access Check-In with your personal code.
Open **Access Check-In** from the home page. Select your name, enter your access code, then use Check In / Check Out / Break as needed. If you forgot your code, use **Forgot code** on that page or ask HR to reset it.
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Use HR complaints or payroll tickets.
For salary discrepancies, submit a formal complaint or ticket (type **Payroll**) so HR can investigate with payroll records.
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Network and sync troubleshooting.
Confirm internet connectivity. Restart the POS app. If sync errors persist, note the error message and open a **Technical Issue** ticket with a screenshot.
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Power, cables, drivers, and queue.
1. Restart the printer and PC.
2. Check USB/network cable.
3. Clear the print queue.
4. Reinstall the printer driver from IT.
5. If POS receipt printer: verify paper and drawer cable.
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Tickets with asset tag or serial.
Open a ticket, choose **Device Problem** or **Maintenance**, include asset tag / serial / branch. Attach photos if helpful.
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Late flags compare your check-in time to your schedule.
Your check-in is compared to your assigned schedule (including any grace period). If you believe this is wrong, request an attendance correction through your manager or HR.
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Your one-stop help centre for tickets, chat, HR intake, and employee services.
The Support Hub is the company help portal where employees can:
• Search the knowledge base for answers
• Submit support tickets to IT or operations
• Start a live chat with the support team
• File formal HR complaints
• Share suggestions for workplace improvements
• View the performance appraisal board
• Read company announcements
• Log daily marketing & media work (if assigned)
Open it from the home page or visit /support. Signed-in staff can also reach it from the Dashboard quick actions or sidebar under Support Hub.
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Score team members during an active appraisal cycle.
When HR activates an appraisal cycle and assigns you as appraiser:
1. Sidebar → Performance Appraisal → My Appraisals (/appraisal/my-appraisals).
2. Open each assigned employee record.
3. Score every criterion (weight and max score shown).
4. Add overall comments.
5. Submit — the employee can then view results (after submission) and acknowledge.
Managers are typically auto-assigned from the org chart (direct manager). HR can also assign appraisers manually per cycle.
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For staff with support.agent permission.
Support agents use the staff area (sidebar → Support Hub → Team dashboard / Ticket queue):
• View and assign incoming tickets
• Update status, priority, and internal notes
• Reply to requesters and escalate when needed
• Monitor analytics (if permitted)
HR complaint inbox and suggestion review are separate permissions (support.hr_complaints, support.suggestions). Configure SLAs and FAQ articles from support settings for admins.
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See submitted scores and acknowledge your review.
After your manager submits your appraisal:
1. Go to Performance Appraisal → My Results (/appraisal/my-results).
2. Open the record to see criteria scores, overall percentage, and manager comments.
3. Click Acknowledge when you have read and accepted the review.
Results only appear for submitted or acknowledged records. If you see nothing, the cycle may not be active or your manager has not submitted yet.
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Configure criteria, open cycles, and assign appraisers.
HR administrators manage appraisals from the sidebar under Performance Appraisal:
1. Types & Criteria — define appraisal types and scoring criteria (name, max score, weight).
2. Cycles — create a cycle with dates, scope (company/department/branch), and activate it.
3. Assign — link employees to appraisers for the cycle; use Auto-assign managers to fill from org chart.
4. Overview — monitor all records and completion status.
When a cycle is activated, employees and managers may receive notifications. Submitted appraisals feed the Support Hub Performance board.
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News, birthdays, holidays, and HR updates.
Announcements appear on:
• Employee Dashboard (preview with unread badge)
• Support Hub → Announcements tab
• Full announcements board (/announcements)
Types include manual posts, automatic birthday greetings (age is never shown), holiday messages, HR updates, and system notices.
New announcements trigger a notification with sound. Mark as read by opening the announcement. HR manages posts from Announcements → Manage.
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Verify with your name and personal access code.
You do not always need a full login to use the Support Hub.
1. Go to the Support Hub (/support).
2. When prompted, choose your name from the employee list.
3. Enter your 6-character access code (same code used for attendance check-in).
4. Once verified, you can submit tickets, chat, file complaints, and use other portal tabs for the session.
Your session lasts several hours. To end it, click End session on the Support Hub banner.
If you forgot your code, use Forgot code on the Access Check-In page or ask HR to reset it from your employee profile.
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Publish posts and configure automatic messages.
HR/Admin with announcements.manage permission can:
• Create and publish manual announcements
• Configure settings: enable module, dashboard preview, notify on publish (with sound)
• Enable auto birthday and holiday announcements
• Edit birthday title/body templates (placeholders: employee name, department, company name — never age)
• Manage holiday templates for recurring dates
Published announcements are visible to all employees with announcements.view access.
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Assign who sees the tab and manage work categories.
Administrators open Marketing & Media (/marketing-media) to:
• Enable or disable the Support Hub tab
• Require due dates on work posts
• Allow or block file uploads
• Toggle team history visibility for assigned staff
• Assign which employees see the Marketing & Media tab
• Add or remove work categories (Social Media, Graphics, etc.)
• Review recent work posts across the team
Only assigned employees see the tab — other staff will not see it on the Support Hub.
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Open the Tickets tab and describe your issue.
1. Open Support Hub → Submit Ticket tab (or quick card).
2. Choose a category (Technical Issue, Device Problem, Account Access, Payroll, Maintenance, or Other).
3. Set priority if applicable (Low, Medium, High, Critical).
4. Enter a clear subject and detailed description.
5. Optionally attach screenshots or files (PDF, images).
6. Submit — you receive a ticket number for tracking.
View your tickets under My Tickets. Support agents update status as they work on your request. You can reply on the ticket page when more information is needed.
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What open, in progress, resolved, and SLA mean.
Ticket statuses you may see:
• Open / Reopened — waiting for an agent
• Assigned / In Progress — someone is working on it
• Waiting Employee — support needs your reply
• Escalated — raised to a supervisor
• Resolved / Closed — issue addressed
SLA tiers set response targets by priority:
• Critical — fastest response (about 1 hour)
• High — same business day
• Medium — within about 1 day
• Low — within a few days
After a ticket is resolved, you may rate the support experience on the ticket page.
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Start a real-time conversation with support agents.
1. Open Support Hub → Live Chat tab.
2. Enter a short topic (e.g. "POS printer down").
3. Click Start Chat — you join a queue until an agent accepts.
4. Type messages in the chat window; you can attach files.
5. When finished, the agent or you can close the session.
You must have portal access (login or name + access code verification). Chat history is available while the session is active. For non-urgent issues, a ticket may be better so nothing is lost if you disconnect.
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Formal intake for workplace or HR-related concerns.
Use HR Complaints for serious or formal matters (harassment, discrimination, policy violations, payroll disputes requiring investigation).
1. Support Hub → HR Complaints tab.
2. Select complaint type and department involved.
3. Describe the incident with dates, names (if comfortable), and facts.
4. Attach evidence if available.
5. Submit — HR receives the case confidentially.
Track status under My Complaints. HR may contact you for follow-up. For general payroll questions, a support ticket (type Payroll) may also be appropriate.
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Share ideas to improve work, tools, safety, or culture.
The Suggestion Box is for constructive ideas — not formal complaints.
1. Support Hub → Suggestions tab.
2. Pick a category (work process, systems & tools, safety, culture, training, facilities, or other).
3. Write a subject and detailed suggestion.
4. Optionally submit anonymously — your identity is still stored securely for follow-up only.
5. Attach files if helpful.
HR and management review suggestions. View your past submissions under My Suggestions.
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Get instant answers without waiting for an agent.
The AI Assistant tab on the Support Hub answers common questions about company systems, attendance, leave, workflows, and navigation.
1. Open Support Hub → AI Assistant.
2. Type your question in plain language.
3. Review the answer; ask follow-up questions in the same session.
The assistant uses the company knowledge base. For account-specific problems, device failures, or HR investigations, still open a ticket or chat with a human agent.
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See today's support queue activity.
The Live Tickets tab shows tickets currently on the support queue board — useful for transparency on busy days.
You can see ticket number, subject, status, requester, who it is directed to, assignee, and time opened. Tickets from previous days may appear as carried over until resolved.
This board is read-only for most employees. Support agents use the staff dashboard for full ticket management.
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Featured worker, rankings, and recent appraisals.
Support Hub → Performance tab shows company-wide recognition based on manager appraisals:
• Worker of the Week — featured employee with score and comments
• Recently Appraised — staff recently reviewed by managers
• Best and Worst Performing Workers — rankings from the last 90 days (submitted appraisals only)
This is a public recognition board. To complete or view your own appraisal tasks, use Performance Appraisal from the sidebar or dashboard.
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For assigned staff — log work, uploads, and progress.
The Marketing & Media tab on the Support Hub is only visible to employees assigned by HR/Admin.
Assigned staff can:
• Post daily work with category, title, description, and work date
• Upload content files (images, PDF) when enabled
• Set progress percentage and status (In progress, On hold, In review, Completed)
• Mark work as done and view timeline/history
• Browse team history if admin enabled show team history
Categories include Social Media, Graphics, Campaigns, Video, Events, and more. Reference numbers (MMP-YYYY-#####) are assigned automatically.
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Verification required
Verify your identity above to use tickets, live chat, complaints, and other employee services.
Verification required
Verify your identity above to use tickets, live chat, complaints, and other employee services.
Verification required
Verify your identity above to use tickets, live chat, complaints, and other employee services.
Verification required
Verify your identity above to use tickets, live chat, complaints, and other employee services.
Live Tickets
Verify your identity above to view the live ticket board.
Verification required
Verify your identity above to use tickets, live chat, complaints, and other employee services.
Verification required
Verify your identity above to use tickets, live chat, complaints, and other employee services.
No featured worker yet this week
Featured workers appear when managers submit appraisals.
Best Performing Workers
No appraisal data available yet.
Worst Performing Workers
No appraisal data available yet.
Rankings based on manager appraisals from the last 90 days. Only submitted or acknowledged records are shown.