How to raise a great support request
A few specific details up front help us get to the cause of your issue faster. In this guide, we have broken down what to include so that we can usually resolve your request without needing to come back to you.
Before you get in touch
Some issues have a known cause you can check yourself. Use the rest of the help centre or the chat bot to see if we have already answered your query.
How to get in touch
There are two ways to reach the Ravio support team:
Contact us form
Use the Contact us link at the top of the help centre.
Your Customer Success Manager (CSM)
If you are already in a conversation with your CSM about the issue, raise it there and they will log it for you.
What to include in your request
A subject line that names the problem
Name the issue and the part of Ravio it affects. Something like "Salary data missing for three employees in Germany" helps us route your request to the right person straight away.
What you are seeing, and what you expected
Be specific, and use real values if possible. "Base salary shows as £10,000, it should be £120,000" points us at the likely cause immediately, because a pattern like this usually means a monthly salary is being read as an annual one. The more precise the values, the more likely we are to spot the cause without needing to come back to you.
If the figure you expected comes from your HR system, let us know which field it is.
Who is affected
Please use employee IDs rather than names or email addresses. This keeps your employees' personal data out of support requests, and IDs are quicker for us to search than names, which are not always unique.
Let us know the scope as well. Is this one person, or is it everyone in a country, team, or job family? A pattern across a group usually points to a different cause than a single record.
When it started
Tell us when you first noticed the issue, and whether it followed anything in particular, such as a data upload, a change in your HR system, or a new integration.
Screenshots or a screen recording
This is one of the most useful things you can send. For a data issue, a screenshot of the value in Ravio alongside the same field in your HR system usually removes a whole round of questions.
For anything involving a series of steps, such as logging in or uploading a file, a short screen recording shows us more than a written description can.
Anything you have already checked
If you have reviewed your HRIS (Human Resources Information System) connection or tried a re-sync, let us know what happened. It saves us repeating work you have already done.
Raise one request per issue
Send a separate request for each issue rather than combining several into one. A combined request moves at the pace of its slowest item, so separating them means most of your issues are resolved sooner.
Extra detail for common request types
Some requests need a few specific details before we can start. The table below covers the three we see most often.
| Request type | Please also include |
|---|---|
| Incorrect or missing data | Which field is affected, for example base salary, bonus, equity, or job title. Tell us whether it reaches Ravio through your integration or a manual upload. |
| Excluding employees from benchmarks | The employee IDs, the rule behind the exclusion, the exact field name in your HR system, and why they should be excluded. For example, "employment type = Contractor". |
| Mapping a field | The exact field name in your HR system, where you want it to appear in Ravio, an example employee who uses it, and a screenshot of the field. |
A template you can copy
- Issue: one sentence on what is wrong.
- What I am seeing: what Ravio currently shows.
- What I expected: what it should show, and where that comes from.
- Who is affected: employee IDs, and whether this is a group or individuals.
- When it started: the date, and anything that changed around then.
- Already checked: anything you have tried.
- Deadline: any date you need this resolved by, and why.
- Attachments: screenshots or a recording.
An example
Subject: Contractors appearing in headcount benchmarks
- Issue: Three contractors are showing in our headcount benchmarks. They are not permanent headcount, so they should be excluded.
- What I am seeing: All three appear in the app and in our benchmark results.
- What I expected: Contractors excluded from all headcount benchmarks.
- Who is affected: EMP-10234, EMP-10891, and EMP-11042. All have employment status "Contractor" in our HRIS.
- Exclusion rule: Employment type = "Contractor". This should apply to current and future contractors.
- Deadline: 19 May 2026, ahead of our quarterly review.
What happens next
We review new requests every working day and assign them amongst the support team.
If we need more information, we will come back to you and pause the request until we hear back. Replying with the detail we have asked for puts it straight back into the queue.