Customer Success Portal - FAQs

What is the Fourth & HotSchedules Customer Community?

The Fourth & HotSchedules Customer Community is a free, self-service platform with easy access to Knowledge articles, discussions and collaborations with other Customers. If you have any queries around our systems, feel free to post a question, or search the hundreds of Knowledge articles and discussions posted throughout the Community.

What will I get out of the Customer Community?

•  An easily accessible community of knowledge and support 
•  You will have access to our Knowledge Library containing product articles and how-to guides
•  You can engage with Fourth to share your feedback and ask questions
•  You will have the opportunity to exchange knowledge with other Fourth customers
•  You will be able to access Release Notes whenever you need them

Do I need to sign in to use the Customer Community?

Whilst you do not need to sign in to view knowledge articles and release notes, we recommend signing in to receive the best possible experience from the Customer Community. Once you have signed in, you will be able to like, comment and follow and new articles or discussions you find relevant. Refer to Signing Up to the Customer Community for more information on how to do so - it takes seconds!

Can I use my personal email address to sign up to the Customer Community?

We always recommend signing up with your work email address, but the option is available to sign up with your personal email address as well. 

I’ve forgotten my password, how do I reset it? 
 
Go to the Fourth Customer Community login page, and select the 'Forgot Your Password?' option. Follow the quick steps and you'll receive a 'Reset Your Password' email. If for whatever reason, you do not receive this email, please contact us at 'communities@fourth.com'.

My role has changed, can I continue to use the Fourth & HotSchedules Customer Community?

If you have changed roles within the same company, you can continue to use the Customer Community as usual, using your same log-in details. We recommend contacting your Customer Success Manager or Customer Care team to find out if your permissions need adjusting.

If you are leaving the business, please email us at 'communities@fourth.com' and we can disable your Community account for you.

If your new employer also uses Fourth & HotSchedules solutions, you will need to complete the step above, and re-register again using your new details. You'll also need to let your Customer Success or Customer Care manager know that you've moved companies.

Can I access the Customer Community on my mobile phone/tablet/home computer?

Of course, the Fourth Customer Community is multi-browser supported, and is also mobile optimised to use on a variety of devices.

Can I access the Customer Community when I’m traveling?

Yes! The great thing about the Fourth Customer Community is that you can access it anywhere and anytime, all you will need is an internet connection.

Can I submit a Customer Support ticket through the Customer Community?

Yes! Select 'Submit a request' in the top right corner when signed in to the Customer Community, and you will be re-directed to a page that will allow you submit a support ticket with all the relevant information!

Can I see all the Support tickets in my business?

Yes, but it would depend upon your role within the business. Majority of our Community users would only have access to view their own cases. We recommend speaking to your Customer Success Manager or Customer Care team, and they will be able to advise further as to whether you require this permission.