Old Process on Notion
Guidelines & Policies
This page will provide you with the most important information needed to handle tickets regarding Quinyx Reactivation (employees). For a detailed guide on how to handle Quinyx Reactivation of rehires go to step-by-step.<>
Checking the employee's current status on Quinyx:
You will have to enable Display -> Inactive people and Show expired agreements to see inactive and paused employees
If Quinyx is active until a specific date (you will find a small red exclamation mark next to the green tick). Refer to Advanced details on Quinyx for further information.
If Quinyx is Paused, the issue is usually related to Visa Recollection or Enrolment/ Immatrikulation Expiry. Assign the ticket to People Services. This should be indicated by a Passive Quinyx account (yellow pause sign). Refer to Advanced details on Quinyx for further information.
If Quinyx is inactive and displays employment ended (red cross), please check SAP to cross verify termination of contract.
To reactivate Quinyx, simply check the 'Employed' box and uncheck the 'Passive' box if applicable.
If it’s a rehire and Quinyx is inactive, raise the issue in the collab-rider-care-people-ops channel and request them to reactivate SAP & Quinyx. Additionally, inform the Growth team to include the employee in the rehire list.
Tip! WFS Lead & Senior members can reactivate Quinyx for rehires. Make sure to keep them informed. For Quinyx reactivation of rehires refer to step by step here. It is the same as the Quinyx account creation failure.
Step-by-Step
This page will take you through every step of the process to handle Quinyx Reactivation Requests.
Zendesk: Ticket received on Zendesk from an employee who would like to Reactivate their Quinyx account.
Remember! Click the icon of the "Little man" on Zendesk to check if the employee sent another ticket with the same request. If yes: Merge the new ticket into the old ticket.
SAP: Check the email address of the employee on SAP to verify the employee's identity.
Firstly, based on the employee's request, it is essential to identify the reason for the reactivation of Quinyx.
If the employee is a rehire and their Quinyx is currently not active:
On checking SAP, the employee's email address can be seen as inactive indicating that the employee's SAP and Quinyx have not been reactivated upon rehire.
Go to Fountain using the employee's email address and look for the recent Fountain application marked Approved or First Shift Scheduled
From the employee's Fountain profile URL select and copy all the characters as seen below in the image(between = and &)
Once copied, search the selected characters on Zendesk for potential failures in creation of Quinyx account.
You will be able to identify the
Once confirmed that the employee is a rehire with their SAP and Quiny still inactive, use the side conversations -> Slack to raise a request to #collab-rider-care-people-ops to reactivate the employee's SAP account.
Inform the Growth team using side conversations -> Slack on #collab-rider-care-growth regarding the rehire.
Once the People Operations confirms the reactivation of the SAP, you can go to Quinyx to reactivate the employee's Quinyx account.
Quinyx -> People -> In the employee's profile Status -> Employed (Make sure all other boxes are unticked)
Reply to the employee on Zendesk informing them that their Quinyx has been activated. Make sure to inform the employee regarding their Quinyx Badge ID and the email address associated with their Quinyx account on their profile,
If the employee is already employed but their Quinyx was paused for some reason by either People Services or People Ops:
Navigate to Quinyx to search for the employee under the 'People' tab. Make sure the boxes for 'inactive' and 'expired agreements' are ticked ☑️
Make sure the boxes for 'inactive' and 'expired agreements' are ticked ☑️
Check to see what the employee's status is. If the employee has a red cross next to their name, it means their employment end date has passed or that the employee has already been terminated.
In this case, we should forward the request to People Operations(People Ops) with relevant internal notes. Do not reply to the request.
If the employee is paused (yellow pause sign), it could mean they need to resubmit documents related to their work permit and/ or matriculation.
Check Fountain and if you see that the employee is in the 'VISA recollection' stage, forward the ticket to the People Services team with a relevant internal note.
Flowchart of the Process
Tools
Zendesk: Receive requests for reactivation
SuccessFactors SAP: To check for employee's employment status at Flink
Quinyx: To check for an employee's Quinyx status
Macros
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Contact reasons
Contact Reason | Description |
Growth > Employee Reactivation Quinyx | Employees contact us to reactivate their Quinyx account due to no-shows & inactivity. |
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