• ​X
• ​Instagram
• ​RSS

Ask Me Anything Recap: How to Access the Knowledge Base and How To Submit a Support Ticket

Oct 31, 2022

Applicant Tracking Systems, Blog

ApplicantStack Talent Acquisition Experts

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. New Features and Updates, 2. Help Center, and 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

Allie Blackham|Aug 5, 2026

Building an effective hiring process from scratch involves identifying your company’s needs and setting a path to find quality applicants. By examining past hiring practices and implementing new strategies, you can build a more efficient process. Read on for some ways to create a hiring process that gets results. Primary Elements of the Hiring Process […]

Allie Blackham|Jul 29, 2026

The need for high-volume, non-exempt roles in the retail, food service, and healthcare support sectors often outpaces companies’ abilities to hire quickly. In these busy industries, shifts can run 24 hours, and turnover is frequent, creating a challenge for hiring managers. If degree or experience requirements are creating a barrier to finding quality candidates, consider […]

Allie Blackham|Sep 30, 2026

Background checks help small businesses avoid costly hiring mistakes, from resume fraud to license misrepresentation. They help small businesses reduce hiring risk, but running them legally means following FCRA disclosure rules, EEOC anti-discrimination protections, and your state’s fair-chance hiring laws. What Are Background Checks? Employment background checks typically use a third-party professional screening service to verify […]

Verified First|Sep 23, 2026

Guest Post by Verified First Do you screen every candidate the same way? That approach is costing you more than you think. A templated process feels efficient, but it wastes budget on low-risk roles. Worse, it under-protects your safety-sensitive ones. Most organizations don’t catch this until a compliance issue or a safety incident hits. As […]

Allie Blackham|Sep 16, 2026

Shortening time-to-hire reduces the burden on hiring staff and helps you reach top talent faster. Small businesses can use any help they can get to make the hiring process more efficient.  An applicant tracking system shortens time-to-hire by automating screening, scheduling, and offer letters, cutting out the manual steps that create the biggest bottlenecks for […]

Allie Blackham|Sep 9, 2026

Q4 tends to hit hiring teams like a freight train. Retail ramps up for the holidays, e-commerce warehouses struggle to keep pace with order volume, and hospitality prepares for back-to-back events. If your applicant pipeline isn’t ready for that surge, you may end up losing out on great candidates and revenue. Here are six steps […]

Allie Blackham|Sep 2, 2026

If your open roles are pulling in three or four times the applications they did two years ago, you’re not imagining it. AI writing tools have made it easier than ever for job seekers to customize a resume and cover letter for every posting in seconds. “Apply to everything” browser extensions allow candidates to blast […]

Allie Blackham|Aug 26, 2026

The hiring process takes time and money, both of which can be tight in small business budgets. When a candidate ghosts you at any stage, it can be demoralizing and expensive. Here are some ways to keep communication flowing to avoid being abandoned by quality prospects. What Is Candidate Ghosting? Ghosting refers to a scenario […]

Allie Blackham|Aug 19, 2026

Hiring new employees is no small task: it takes hours of company time and money to recruit, interview, and select top talent. Once you’ve got a new employee on board, you want to turn that hiring investment into a good experience for both of you. That’s where onboarding comes in. Read on for some effective […]

Allie Blackham|Aug 11, 2026

When someone walks out your office door for the last time, they’re taking valuable insights with them. The question is: will you capture those insights before they’re gone forever? An exit interview represents one of the most underutilized opportunities in business. Done right, it can reveal blind spots in your management, uncover systemic issues, and […]

Allie Blackham|Aug 5, 2026

Building an effective hiring process from scratch involves identifying your company’s needs and setting a path to find quality applicants. By examining past hiring practices and implementing new strategies, you can build a more efficient process. Read on for some ways to create a hiring process that gets results. Primary Elements of the Hiring Process […]

Allie Blackham|Jul 29, 2026

The need for high-volume, non-exempt roles in the retail, food service, and healthcare support sectors often outpaces companies’ abilities to hire quickly. In these busy industries, shifts can run 24 hours, and turnover is frequent, creating a challenge for hiring managers. If degree or experience requirements are creating a barrier to finding quality candidates, consider […]

Allie Blackham|Sep 30, 2026

Background checks help small businesses avoid costly hiring mistakes, from resume fraud to license misrepresentation. They help small businesses reduce hiring risk, but running them legally means following FCRA disclosure rules, EEOC anti-discrimination protections, and your state’s fair-chance hiring laws. What Are Background Checks? Employment background checks typically use a third-party professional screening service to verify […]

Verified First|Sep 23, 2026

Guest Post by Verified First Do you screen every candidate the same way? That approach is costing you more than you think. A templated process feels efficient, but it wastes budget on low-risk roles. Worse, it under-protects your safety-sensitive ones. Most organizations don’t catch this until a compliance issue or a safety incident hits. As […]

Make Recruiting and Onboarding Easy

See for yourself! Fill out the form to start a trial today and see how ApplicantStack can improve your hiring and onboarding processes.

• ​Phone

This field is for validation purposes and should be left unchanged.

• ​

  First Name*

• ​

  Last Name*

• ​

  Company Name*

• ​

  Phone Number**

• ​

  Business Email*

Watch for your free trial log-in information coming to your inbox!

*You agree to receive SMS messages about your Free Trial.

• ​

  Watch for your free trial log-in information coming to your inbox!

• ​

  *

  • ​

    I understand this not a job application and I am based in the US or Canada.

    Entiendo que esto no es una solicitud de empleo y que resido en Estados Unidos o Canadá.

Start your free trial

Δ

We use cookies to ensure that we give you the best experience on our website. If you continue to use this site we will assume that you are happy with it.OK

Notifications