Contact Support
How to reach the Hire2Hero support team and what to include in your request.
The Hire2Hero support team is here to help. This page covers the available channels, what to include in your request, and what to expect after you reach out.
Support channels
In-app support tickets (recommended)
The fastest way to get help is to open a support ticket directly inside Hire2Hero. This automatically attaches your account context, so the support team doesn't need to look up your organization details.
In the left sidebar, click Support → Support Tickets.
Click New Ticket in the top-right corner.
Fill in the Subject, Category, Priority, and a detailed Description of the issue. Attach any screenshots or screen recordings that help illustrate the problem (JPEG, PNG, PDF, MP4, MOV, WEBM — up to 25 MB per file, 5 files max).
Click Submit. You'll receive an email confirmation with your ticket number.
If you're a candidate and don't have access to the Support Tickets section, ask your administrator to open a ticket on your behalf, or send an email directly to the address below.
If you're an approving client contact and need support, contact your staffing agency's administrator, who can open a support ticket on your behalf.
You can email the support team directly at support@hire2hero.com. Include your organization name (subdomain) in the email so the team can locate your account quickly.
Email requests are converted into support tickets automatically. You'll receive a ticket number in the reply — use it to track your request.
What to include in your request
A good support request speeds up resolution significantly. Include as much of the following as possible:
| Information | Why it helps |
|---|---|
Your organization's subdomain (e.g., acme.hire2hero.com) | Lets the team find your account immediately |
| The page URL where the issue occurs | Pins the exact location in the app |
| Steps to reproduce | Helps the team replicate the problem in a test environment |
| What you expected to happen | Clarifies the intended behavior |
| What actually happened | Describes the actual behavior or error |
| Screenshots or screen recording | Eliminates ambiguity, especially for UI issues |
| Browser and OS | Relevant for rendering or compatibility issues |
| When it started | Helps correlate with recent deployments or changes |
Priority guide
When submitting an in-app ticket, choose the priority that best matches your situation:
| Priority | Use when |
|---|---|
| Urgent | The issue is blocking all work for your organization (e.g., no one can log in, payroll cannot be run) |
| High | A key workflow is broken for multiple users and there is no workaround |
| Medium | A feature is degraded or a workaround exists |
| Low | A cosmetic issue, question, or non-urgent feature request |
Please use Urgent sparingly. Over-using it can delay genuinely critical requests from other customers.
Response times
The support team aims to acknowledge all tickets within one business day. Resolution times vary based on issue complexity and priority:
- Urgent — acknowledged within hours during business hours; root cause investigation begins immediately
- High — acknowledged within one business day; resolved within 2–3 business days
- Medium / Low — addressed in order of submission
Business hours are Monday–Friday, 9 AM–6 PM Eastern Time. Urgent issues submitted outside business hours will be reviewed the next business morning.
Tracking your ticket
After submitting, you can track your ticket's status in the app:
Go to Support → Support Tickets to see all open and closed tickets for your organization. Click any row to view the full conversation thread with the support team.
Ticket statuses:
| Status | Meaning |
|---|---|
| Open | Ticket received; awaiting initial review |
| In Progress | Support team is actively working on your issue |
| Waiting on Customer | The team has responded and needs more information from you |
| Resolved | The issue has been addressed |
| Closed | Ticket is closed; can be reopened if the issue returns |
If a ticket is marked Waiting on Customer, respond within the support thread so the team can continue. Tickets with no customer response for an extended period may be closed automatically.