How to use the Fourth Customer Success Portal – Fourth & HotSchedules Customer Success Portal

Overview

The Fourth Customer Success Portal (CSP) is an online resource for information relating to your Fourth products. It contains hundreds of knowledge articles and release notes, and also provides a platform for Fourth customers to communicate and interact with Fourth knowledge specialists, and each other.

The CSP is broken down into product sections, which contain our knowledge articles and videos. These resources show you how to get the most out of your Fourth product.

The CSP is also used by customers to submit and manage their support requests and is a gateway for other queries such as billing and sales enquiries.

The Fourth Customer Community sits within the CSP, where you can post public-facing questions and suggest improvements to Fourth products. For more information on the Community, please see here.

Signing Up to the Portal

New Users

Go to https://help.hotschedules.com/hc/en-us
From the top-right corner, select Sign In, and then on the next page, Sign up
Enter your full Name and the email address associated with your organisation (such as your company email or the one used for your Fourth account)
Select Sign up. You will then receive an email from where you can activate your account

Existing Customers

If you’ve previously emailed our support team, you can sign up with the same email address you used and view all past tickets in the 'Profile' section (more info here).

Go to https://help.hotschedules.com/hc/en-us
From the top-right corner, select Sign In
On the next page, next to 'Emailed us for support?', select Request Password
Enter the email address associated with your organisation (such as your company email or the one used for your Fourth account) and then Submit
You will then receive an email containing a password to sign in with.

If you have any issues logging into an existing account, you can select Forgot password to reset your password.

Submit and Manage Support Requests

To submit a support request, please go here.

To find out more about submitting and managing support requests, please go here.

Using Messaging and AI Bot

Fourth's Messaging & AI Bot handles common questions, provides guidance on your solutions, and suggests helpful articles.

Note: AI functionality is only available for HotSchedules & PeopleMatter.

Messaging Bot

Select the blue chat icon from the bottom right corner
Select the product or solution you're looking for help with
Answer further questions to be guided to relevant knowledge articles, or submit a support request

AI Bot

Only available for HotSchedules and PeopleMatter.

Select the blue chat icon from the bottom right corner
Ask the AI Bot your query
Receive an AI answer based on 1000s of help articles

Fig.3 - AI Bot

Browse and Search for Knowledge Articles

Search Bar

On the homepage of the Customer Success Portal, our Knowledge Articles are categorised by core solution, each with its own search area. This is a great place to start, as your search results will be directly related to the relevant solution.

Select the Product tile that is relevant for your business
Click into the Search bar
Type in the article or content you're looking for
This will bring up refined results
Optionally, filter by community posts or articles only

Fig.4 - Search results within a product

Search with AI

Only available for HotSchedules and PeopleMatter.

Select the blue chat icon
Ask the AI Bot your query
Receive an AI answer based on 1000s of help articles

Fig.5 - AI Bot

Helpful Search Suggestions

You can also put quotation marks around a search phrase to ensure that search results are pulling back articles that have the exact phrase in the content. Here are some helpful suggestions:

Do this:	Not this:	Why?
schedule	Schedules, Scheduling, Scheduled	The first word will cover the different variations
"delete shift"	delete shift	The results will pull up articles which include delete or shift rather than articles about deleting shifts
W2	W-2, W 2	Search is best utilised without dashes
"Hotschedules Password" or "Adaco Password"	Password	Fourth have many products which require passwords, so entering product names will make the search more specific
"Payroll UK" or "Payroll US"	Payroll	Fourth have Payroll products for both the UK and the US. Specifying the region in the search term ensures customers see the right articles

Following Sections/Groups

It is possible to 'follow' specific sections and groups on the CSP, so that you receive email notifications whenever new material (articles, comments) is published.

Wherever you see a Follow for Updates button, this can be used to receive email notifications for the activities shown

To learn more, please see here - 'Following' Community Groups

**Fig.6 - Example 'Follow for Updates' button**