TABLE OF CONTENTS

• GateWay Overview
• Dashboard Actions
• Login to GateWay
• New Ticket Creation
• Responding to a ticket
• Ticket search and filtering options  
• One Off New User Activation

GateWay Overview

Our technology platform is your ‘GateWay’ to the world of global expansion. This portal is an omnichannel entry point for our customers as they expand out of their home base of operations to new destinations. 

Why GateWay: 

• Collaboration on real-life status of people and entity activities once established 
• Secure transfer and exchange of data and documents 
• Powerful search and efficient filtering allowing rich segmentation including services and countries
• Access and manage company-level consolidated data 
• Effective ways to communicate with us away from your inbox

Dashboard Actions

Search menu: 

• Raise a new ticket
• Review my tickets
• Review my account details

Overview: 

• Upcoming Events: displays the next event captured in the compliance calendar 
• My Activity: shows the subject and status of the last ticket received 
• My Requests: shows the number of unresolved tickets

Account Actions

• Raise a new ticket – will open a new ticket request window
• Request additional services – will open a new ticket request window with pre-populated subject field
•  View Account Details – will open the Account Details information.  

Calendar / Project

• Will show any existing operational calendars or ongoing implementation projects
• Once all services are live, the project section will no longer be available
• You can filter and sort data in calendars and projects  
• There will always be a calendar available for you to view. Projects are applicable only during the onboarding / implementation phase.
• You can customize the labels you want to appear on the calendar. 
• You can download the iCal calendar to add it to your own Outlook calendar for example. 

Help button to access the knowledge base.

• Provides access to Gateway user activation and usage guides.

Login to GateWay

1. If this is your first time logging in to the new GateWay portal, please follow instructions here.

3. Use your email address associated with your corporate account and click ‘Next’. 

4. If your email provider is hosted with Microsoft 365, you will be asked to provide your corporate password to sign in before proceeding to step #6. If your browser is set up to remember your profile, you will be logged automatically. 

5. If your email provider is not hosted with Microsoft 365, an email with an authentication code has been sent to your registered email address. Please copy the account verification code from the email you received, paste it into the “Enter Code” box on GateWay login screen and click on the ‘Sign-in’ button. 

6. A request to approve the sign in will appear on the browser screen, and concurrently this request will appear on your mobile phone, please open to Authenticator app and click on “Approve” to proceed. 

7. Once you have successfully logged in, you will reach the GateWay landing page. 

New Ticket Creation

1. To create a new ticket, click on the Raise New Ticket action button within the Dashboard or the ‘+’action button within My Tickets menu.

2. There are mandatory fields that need to be filled out to be able to proceed with the ticket creation:

1. Requester – this is automatically the person who is logged in and making the request
2. Country – please state the country name the request relates to
3. Subject – the purpose of your action
4. Department– what is the area that the ticket references
   1. Payroll
   2. LEM
   3. A&T
   4. EOR/PEO
   5. HR

        Or leave the default option of “New”

        5. Description – free text field to add a description of the request and/or question

        6. Add CC – Enter the email addresses you would like to be cc’d on the ticket notification (please note that unless they     have company-wide access, the person on the cc will not be able to access any attachments nor will the ticket be visible to them within Gateway) 

        7. Description – free text field to add a description of the request and/or question.

3. If there are any attachments to be uploaded, you can either drag & drop multiple files, or upload them by clicking on the upload bar. 

Please note that there is a 20MB upload size limit. 

4. Then click on Create.

Responding to a ticket

• When a new ticket has been raised by HSP Group, or an existing ticket has been actioned, you will receive a notification via email. This will include a hyperlink that will lead you to the GateWay portal.
• During the initial deployment phase, the email notification will include links to both the new and the old portal. Please follow https://gateway.hsp.com to view the ticket.

• If you are not logged in, you will be directed to the log-in screen. Follow the log-in process. 
• If you are logged into the system already, and you click on the https://gateway.hsp.com link in your notification email, it will automatically direct you to the portal without asking you to log-in again.

You can access the most recently created ticket by clicking on the My Activity box or by clicking anywhere on the ticket bar within My Tickets section. 

6. The ticket screen will open, and you can respond to ticket in the ‘Comment’ section.

7. If there are any attachments to be uploaded, you can either drag & drop multiple files, or upload them by clicking on the “Drop files here to upload (or click)” which will open a file browser window. When you are done uploading attachments, click on Generate Attachment and then on Reply to send your message and files to your HSP agent. 

Please note that there is a 20MB upload size limit, however no warning will be generated if your files exceed this limit. 

Ticket search and filtering options  

• It is possible to search for all tickets using ticket number or Keyword.

• If searching for a closed ticket, you must first select the appropriate status filter for results to be returned
• It is possible to filter tickets by country, status, owner, or department. Also, by date of creation or update. Each of the filters allows multiple fields to be selected.
• To open filter options, please click on the filter button and select appropriate data as needed.

• My Tickets section automatically loads unresolved tickets (those with status open, pending, in process or awaiting reply). To see the list of closed tickets, please select the appropriate option in the Status filter, or click “All” statistics box.

• My Tickets we also have the option to sort them in order of creation or update.

One Off New User Activation

• Before you begin, please ensure you have access to your smartphone. You will need to use the Microsoft Authenticator for multi-factor authentication to keep your account secure. If you do not already have the Microsoft Authenticator app installed, please make sure you are able to download and install it to your smartphone. You may need assistance from your IT support team if they restrict what apps you are allowed to install.
• Follow this link to download or learn more about Microsoft Authenticator.
• If your company email is hosted with Microsoft 365, please note that that the authentication process for the GateWay portal will use your already existing company credentials (i.e. your own company email and password) that are managed by Microsoft to allow access to GateWay. HSP Group does not in any way gain access to your Microsoft account or any of your company resources.
• An invitation email titled “HSP Group invited you to access applications within their organization” will be sent to your company email address. Please navigate to your inbox and locate the invite from HSP Group. If you cannot locate the email, please check your quarantine or junk folders.

• Click on the Accept invitation link – a browser page will open. Click on the “Send code” link to send a verification code to your email. 

You will not be taken to this page if your company email is hosted with Microsoft 365

• Please enter the code from the account verification code email into the browser and click the ‘Sign-in’ link.
  
  
  

•  Next you will see a ‘Review Permissions’ page for your HSP GateWay account being set up in our system. Click the “Accept” link to continue.

• Now you will see the ‘More information required’ page to begin the set-up of the Microsoft Authenticator app. This app is used to verify your identity and to stop unauthorised attempts to access your account. Click the ‘Next’ link to continue.

You will not be taken to this page if your company email is hosted with Microsoft 365 and you are already set up to use the Microsoft Authenticator when signing in to your company email.

• You will now see the Microsoft Authenticator set up page. Read the information carefully and follow the steps. Click the ‘Next’ link.

• Read the information carefully and follow the steps. Click the ‘Next’ link.

•  Scan the QR code and click the “Next’ link.

• Your Microsoft Authenticator app will be sent a request to approve your sign in. Approve the request from your smartphone.
  
  

•  Click the Next link to continue
  
  

• You will see the Success page. Click the ‘Done’ link to continue.
  
   

•  You will then be taken to the HSP Gateway main login page.