Heeros Help Center portal
Articles and Service Releases
Application Support service channels
Service Request form
Quick channels: phone and chat
Management of Service Requests
The article includes information about the Heeros Help Center portal and articles that can be found on the portal. Heeros Customer Service support service channels are introduced and it is explained how to manage old service requests.
Heeros Help Center portal
The Heeros Help Center portal is intended for all users of Heeros applications. The portal contains application-specific user guides and articles on frequently asked questions. In addition to this, we also publish service releases, frequently asked questions, and version updates on the portal. The News & Materials section provides information on webinars and training sessions. Some of the content on the portal and Heeros application support is intended exclusively for trained Heeros main users.
The Help Center provides a service request form for application support, and from the portal, you can track and manage your own/organization's service requests.
The material on the portal is published in Finnish, and the majority of the releases are also published in English. Other user languages (Dutch, Swedish) are intended for Heeros users in those respective countries.
Articles and Service Releases
From the main page of the Help Center, you can navigate to different sections, and at the bottom of the page, you'll find featured articles that compile the latest and most relevant announcements. Service and version releases can be followed, and users will receive email notifications about new releases. We recommend that at least Heeros main users choose to follow service releases. Activate the follow option in sections you find especially interesting. Instructions are here.
Frequently Asked Questions - Check if you can find the answer to your question here.
Service Releases - Service releases provide information on, among other things, any deviations in service hours and other current topics. Please follow this section.
Release Notes - This section contains release notes specific to each application. It is possible to subscribe to release notes on an application-specific basis, so that users receive notification by email when a new release note is published.
News & Materials - The News section contains information, among other things, about training sessions. Some materials are restricted to main users only.
User Guides - This section contains instructions for using our applications.
Application Support service channels
Our Application Support is intended for the trained main users of Heeros applications. As the primary service channel, we recommend using the service request form because the form fields guide you to provide comprehensive information about the issue. For urgent matters, the telephone service is available as a quick channel, and for eSalaries specifically, the chat service is available. The phone and chat channels have limited opening hours, so please check the opening hours on heeros.com/en/contact. You can also send a service request via email to tuki@heeros.com.
Service Request form
The portal has dedicated forms for different types of service requests (service request, development proposal, eInvoicing orders, eInvoice connection removal, sales invoice return to ready status, and application deletion request). Service requests submitted through the forms expedite problem resolution as the form fields guide users to provide more comprehensive information about the issue. The service request form is intended for trained Heeros main users to submit service requests.
If you are a trained main user of Heeros applications but do not see the Submit a request button at the top of the screen, please notify Heeros Application Support. We will add access to the form to your user profile.
Quick channels: phone and chat
In urgent situations, such as when the application fails to open or payment is not possible, we recommend contacting us either by phone (for Heeros products) or through the chat feature (for ePalkat and Ontime). The phone and live chat channels have limited opening hours, so please check the opening hours and contact information at heeros.com/en/contact. Also, remember to check for any exceptions to opening hours, such as during holidays, in the Service Releases.
Through the chat, you can seek solutions or instructions for using Heeros programs, and if your issue is not resolved, you can conveniently submit a service request via chat. You can also provide development proposals through the chat.
If your issue relates to ePalkat or Ontime time tracking, you can request a customer service representative to join the chat. Customer service representatives are available during the chat's opening hours. Outside those hours, our chatbot will assist you.
Management of Service Requests
From the My activities view, you can track and manage your own/organization's service requests. You can see service requests submitted both through the portal and via email. Phone calls are also added in the portal. By default, users have visibility only to their own service requests. If you have asked the same question before, you can find the answer by browsing through your old service requests.
If you wish to have your company's service requests visible to all your main users, please inform Heeros Application Support of your preference.
You can also mark service request solved from my activities.