Your guide to training and support in getting started with foundU
New to foundU? We've got you covered.
Been with us a while and need a bit of guidance? No problem!
We offer a range of support options to help you feel confident and up to speed with your platform, regardless of whether you are new or a foundU veteran!
- Two Help Centres - One for Admins and one for Employees, that's packed with step-by-step articles to guide you through new processes.
- On-Demand webinars - Access our Webinar Channel anytime, with sessions covering both Core features and deeper-dive Masterclass topics.
- An amazing onshore Support team - Still need a hand? If you’ve checked the resources above and can't find what you need, submit a ticket or ask our AI mate - Milton, and our team will jump in to help.
Hot tip: We recommend saving the above sites as favourites or bookmarks so you can access them quickly!
In this article, we will cover:
- Accessing the foundU help resources for admin users
- The most valuable methods to search our Help Centre
- Accessing Employee Help resources
- Accessing help from the foundU support team
Hot tip: Want to have the foundU Help contact details at your fingertips? Download this printout with our details to keep near your desk!
Our Help Centre was built to make our customers' lives easier! You can search the Help Centre to assist with:
- Troubleshooting an issue you are having
- Further learning on any core topics on your platform
- Learning about foundU features that will allow you to use your platform in new, powerful ways
- Our AI chatbot Milton can quickly summarise an answer to your question by skimming our entire knowledge base!
- Quick access to all of our videos, webinars and watchable content!
- Looking for What's New at foundU
How to access the Help Centre for admins
- Bookmark it! - Head straight to our Help Centre anytime - https://help.foundu.com.au
-
Access it in-platform - Select the “?” icon in your platform to open the Resource Centre. Here, you’ll find the latest foundU news, upcoming feature releases, webinars and more.
- For the quickest answers, we recommend jumping straight into the foundU Help Library. It’s the best place to search and find exactly what you need.
If you need assistance with a foundU process or a resource to assist yourself. You can use the Instant Search bar to find a resource.
Search tips for our Help Centre
Key things to keep in mind when searching for a query:
- Our most recent large releases are generally featured in our top 6 featured articles in the search bar - check them out first to ensure you're across recent changes!
- The instant search bar uses a partial-word search and returns results only from article titles.
- It is a good idea to press 'Enter' in the search bar to see 'all matches' for your search term. This will show you all the results that match any of your keywords. Then, scroll to browse for your preferred guide.
- Did your search return results that were not exactly what you were after? Check out the articles of a similar nature, which will be shown in the 'Articles in this section' on the right.
Watch below to see the above dot points in action.
- If you aren't sure what you are looking for or are not yet familiar with foundU terminology, you can browse all resources on our broad core features by accessing the Guides section.
Please note: Ensure your query is spelled correctly. The search does not assume what a searched word should be.
If you ever need to support your employees (or just want to see what things look like from their side), it’s handy to know exactly what resources they can access. There might be times when you want to check out the same help articles they’re using in the Employee App, whether to guide them through something or to get familiar with their experience.
The good news? You can jump into the Employee Help Centre from a few different places, making it quick and easy for you and your employees to find what you need!
-
From your Employee App on your phone. Press the ? in the top right-hand corner.
- From the Admin Help Centre. Navigate to the words 'Employee Help Centre' in the top purple bar.
From here, you can access all of our available guides for your employees. This will be handy when you need to send them a link to a guide or process that they may need help with.
If our guides are unable to resolve your issue, your next options for help are our AI chatbot and our support team! There may be times when you need more help with a complex issue. If you require help with a complex issue,
- Ask foundU - Our AI chatbot, Milton, will search our entire knowledge base and answer your query within minutes!
-
Connect with our Support team - Via email or on the phone - Monday to Friday, from 9 am to 5 pm AEST
Ask foundU - our Chatbot Milton
If you need help with your platform, your first port of call is to navigate to our Help Centre and select Ask foundU from the top bar.
For the fastest and most efficient support, we encourage you to use our AI Chatbot as your first point of contact. Designed to deliver quick, accurate, and personalised assistance, it helps you get the answers you need in real time.
Why start with the AI Chatbot?
- Instant, accurate responses tailored to your question
- Seamlessly scans our entire Help Centre in just a few clicks to find the most relevant guidance
- Understands context to provide clear, step-by-step support
- Milton is smart, simple, and built to help you get support faster
Connect with our Support team
Our Brisbane-based support team are here to help with your more complex queries! You can email our support team. Contact our Support team via:
- Email - help@foundu.com.au
- Phone - (07) 3876 3783 - Monday to Friday, from 9 am to 5 pm AEST
What our support team needs to ensure your get the right help and quickly! Please include the following so that our team can help you quickly. A lack of information will mean we need to ask questions before we can investigate.
-
A clear explanation of the issue you are facing
-
Please describe the problem you’re experiencing or the task you were trying to complete. Include:
- What action you were taking
- What you expected to happen
- What actually happened instead
-
-
Relevant details
-
Where applicable, include any specific information that will help us locate the issue, such as:
- Employee name(s)
- Roster details
- Operation
- Payslip ID
- Any other related references
-
-
Screenshots
- Screenshots are extremely helpful and can significantly speed up the troubleshooting process. Please include any relevant images of what you’re seeing on your screen.
We always endeavour to respond to your Support tickets or calls as soon as possible, but remember- it doesn't hurt to try Milton first!