How to Access the Knowledge Base and Submit a Support Ticket in ApplicantStack

Our Ask Me Anything webinars provide a forum for users to learn more about ApplicantStack and receive live answers to their product questions. The ApplicantStack team presents the applicant tracking webinars which include a short demo of a product feature(s) followed by question and answer.

ApplicantStack AMA Webinar 10/27/2022

Application Stack Account Manager Carol Kennedy demonstrated how to access the Knowledge Base and submit a ticket to ApplicantStack tech support.

How To Access the ApplicantStack Knowledge Base

From the main dashboard in the upper right hand corner, click the orange box with the question mark. A dropdown menu shows:

1. 1.New Features and Updates
2. 2.Help Center
3. 3.Ask a Question

The Help Center (Knowledge Base) contains tutorials, articles, and quick start guides – many with videos and screenshots.

• ​New Features and Updates: Enhancements to the system and new product features
• ​Help Center (Knowledge Base): Enter topic in search bar

How To Submit a Support Ticket

In the upper right hand corner on the main dashboard, click the orange question mark. Choose "Ask a Question" from the dropdown menu. It will take you to a support ticket form. When completing the form, keep the following in mind:

1. 1.Enter your company name just as it is listed in your account
2. 2.Add Franchise/Branch Number (if applicable)
3. 3.Be as detailed as possible when describing the issue. Include Job ID, Job Title, Applicant or New Hire Name, screenshots, etc.

Q & A

How can I delete repeat candidates?

We don’t recommend deleting an applicant under any circumstances. That said, we understand that you would not want duplicate candidates in your main job applicant pool. To flag duplicates and move them out of your main job, Carol explained two options:

1. 1.Create a separate job and assign any duplicates to the job
2. 2.Create a stage called Duplicate Candidates and move duplicates out of the main job to this folder

When I submit a support ticket, can I get a phone call?

Our ticketing system is the best method for resolving support issues. The ticketing system retains a detailed record of the issue and resolution process. Importantly, it allows any member of the support team to be able to access all pertinent information and ticket history for faster resolution.

Once the ticket is resolved, the system retains the documentation which can be used for training, product enhancements, or other purposes. For the quickest resolution, customers should include as much detail as they can in the support ticket form.

In very few cases, if the issue can’t be resolved through the ticketing system, a support tech may call the customer. However this would only happen after the customer had initiated the process by submitting a ticket.

What’s the difference between Basic and Premium texting?

Basic Unlimited Texting allows you to send and receive as many texts as you want and store conversations in the software. Plus, you can send batch SMS to multiple applicants. If you have both ApplicantStack Recruit and Onboard, you can use Basic Texting in both modules for the monthly price.

Premium Texting includes everything in Basic Texting plus two powerful additions: Workflow Embed and Text-to-Apply. With Workflow Embed, you can include text messages in hiring workflows and trigger them with stage changes. For example, when you move an applicant to the Interview stage, trigger a personalized text inviting the candidate for an interview. With Text-to-Apply, when candidates click on Apply in a job posting, the system will send a text with a link to a mobile friendly application. If you have both ApplicantStack Recruit and Onboard, you can use Premium Texting in both modules for the monthly price.

When searching for an applicant by phone number, should I use a specific number format?

We don’t recommend searching by phone number. However, if that’s your only option, you would need to enter the phone number in the same format originally entered in the system.

Can you get open or read notifications from outbound emails?

This isn’t available right now, but possibly a great suggestion for a future product update.

When an applicant uses text-to-apply, will the system create a candidate record?

Yes. The system creates a candidate record regardless of online application method.

In ApplicantStack Onboard, how can I create a separate process for union and non-union hires?

In Onboard, you can make multiple workflows and checklists. In this scenario, create a custom workflow for each type of hire – complete with necessary new hire paperwork.

How do I stop candidates from applying more than once to the same job?

If they are using the same email, the system won’t let them apply a second time. If they use multiple emails, put a note into their history and make it global, which will ensure the note will show across all applications and jobs in the system.

Is there a way to create screening questions in applications that will block the applicant if not qualified?

When building a screening questionnaire, add KO to desired elimination questions. Keep in mind, however, that an applicant might mis-click. If in doubt, compare the questionnaire answers to their resume. Otherwise, you might eliminate a candidate that meets the qualifications.

Emails sent from ApplicantStack often end up in spam folders by default. Is there anything I can change on my end to prevent that?

In the job description, instruct candidates to whitelist emails from ApplicantStack. Whitelisting directs emails coming from the ApplicantStack domain to go into the recipient’s primary folder. If you need help with changes to an application, you can submit a support ticket. If the support tech clones an existing application and modifies it to include the whitelist instruction, be sure to use the new application.

Upcoming ApplicantStack Webinars

We invite you to join us for our upcoming events. To register, click the following links:

• ​November 3, 2022: ApplicantStack Recruit Webinar
• ​December 6, 2022: ApplicantStack Onboard Webinar
• ​Ask Me Anything: November and December 2022
  • ​November 10: Configuring and Modifying Job/Candidate/Application Fields
  • ​November 17: Modifying Your Public Job Board
  • ​December 1: Adding to Job/Setting Job
  • ​December 15: A Deep Dive into Reports