Overview: Customer Service Standards and How to Get Help

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Customer Service Standards

HelpSU tickets are monitored to ensure that Payroll meets the following customer service standards:

  • Payroll will respond to all HelpSU tickets within 1 business day
  • Urgent requests generally receive a response within 2 business hours
  • All tickets are triaged to identify urgent requests

If you have concerns about the level or timeliness of service, please contact the Payroll Director at 650-725-3276 or the Payroll Processing Supervisor at 650-723-7561.

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Contacting Payroll by HelpSU

Payroll responds to the majority of customer service questions through the HelpSU system. Use of HelpSU allows Payroll to track customer service response times to ensure that customers receive a timely written response.

When submitting a HelpSU ticket directly to Payroll, please include all pertinent information on the HelpSU ticket, including:

  • a summary of the issue or question
  • the employee's name and his/her Employee ID Number

Payroll will respond to all tickets within 1 business day, more quickly if the issue is urgent. Urgent requests generally receive a response within 2 business hours.

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Contacting Payroll by Phone or Fax

The main Payroll phone number offers a phone tree with answers to several frequently asked questions before rolling to customer service staff. If staff is not available to answer the call, it will roll to voicemail. Calls are returned as quickly as possible.

  • Phone: 650-723-2259
  • Fax: 650-723-7238
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Visiting Payroll

All customer service inquires for Payroll are handled by HelpSU or by phone as described above.

As Payroll is located away from the main campus, Payroll Will Call checks and forms are available from the Payroll & Payments Services Will Call at the University Payments Office (formerly University Cashier's Office), 459 Lagunita Drive, Tresidder Memorial Union Suite 7. Hours are 2:30 - 5PM, Monday - Friday. Photo ID is required when picking up paychecks or other confidential documents from the University Payments Office.

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