Read
When reading the client's responses, you should always include this artificial responses in your initial review.
What is AI
Unlike U.S. salaried employees will not be paid out if this day falls during their unpaid leave.
What is Holiday
When using this tool during your investigation, it's important to never say to the client that you are in their account.
What is Proxy
What is Thresholds
Customer is reporting a product misbehavior thinking it is a Rippling issue but in reality it is this type when involving Tilt
What is Third Party Issue
During the reading process we should establish this on what could possibly be causing the issue.
What is Theory
Australia offers this to be granted instead of monetary payment for hours worked beyond their regular schedule.
What is TOIL
When adding an internal note on a case, especially while documenting your research, it's important to check this box.
What is Private Comment
This LSL balance is being accrued on the backend but cannot be used yet.
What is Prorata balance
We select this issue type when being clear that the client's request for product behavior is currently not supported.
What is Feature Enhancement
When reading the client's question we should always make note of this so as to respond accordingly.
What is Tone
What is Sick leave
During research it's important to identify what type of case you have, for example, you would use this type when simply explaining product behavior to the client.
What is Functionality / How to
When an employee has started to accrue entitled amounts daily of LSL, it means their last threshold does not have this checked.
What is Repeating
We use this type when a backend/code issue in Rippling causes the product to not work as expected which could be a one off impacting limited customers or an incident impacting many.
What is Rippling Error