Making the Most of Customer Service

Our rebuilt Help Center makes finding answers faster and more accessible than ever. With a new search engine and all-new articles and resources, we’ve got the answers you need to all your FAQs. We’ve also expanded the Search ability in your Gusto dashboard to include product features, help articles, blogs, and so much more.Finally – if you need more help from our Support team, type your question into the Help Center search bar. It will recommend the fastest channel (phone, chat, or email) to talk to someone and get your issue resolved as quickly as possible.

You can reach Gusto through chat, callback, or email. Chat is the fastest option — most issues are solved up to nine times faster through chat than email. Callback support is available Monday–Friday, 5 am–5 pm PT. Chat is available Monday–Friday, 5 am–5 pm PT, and Saturday–Sunday, 5 am–3 pm PT. Email support is available outside of these hours.

Payroll Support You no longer have to email, call, or chat with us to check on the status of your support tickets. In Gusto Pro, go to Help and click View support tickets. You'll see the subject, reference number, and submission date for each ticket, sorted into Open and Closed tabs with statuses like Received and In progress. Note: not all accountants have ticket access yet, and you'll only see tickets you personally submitted. Tax Notice Support To report a tax notice, go to Taxes & Compliance and select Report a notice. To check the status of your tax accounts, go to Taxes & Compliance, then Tax setup, then Manage accounts. Both let you view state, agency, and tax type details and see what action, if any, is needed. The best approach to tax notices is to prevent them in the first place. We have been making investments in automation that are starting to pay off, with tax cases decreasing by more than 70%. The benefit of this is that our tax specialists can invest more energy in handling complex and challenging issues. We are now seeing a dramatic decrease in open cases that take a month or more to resolve, and we expect this to continue.

We’ve revamped our Email and Notification Center. The updates allow you to focus on messages based on what you need or want to receive and select what types of emails you’d like to receive by category.Our principles around customer communications are simple: consistently delivering the right message at the right time in the right way and, most importantly, giving you the control you deserve.For example, you can select the ‘custom’ email option and, under ‘tax and compliance,’ choose ‘action required and critical emails to receive notifications that ensure the year’s last paycheck runs as smoothly as the first. This tactic will save time and keep you focused on valuable client services.

Payroll compliance can be complex and sometimes difficult to understand. Gusto Academy offers free certification programs for Gusto Partners, including Gusto Payroll Certification, so you can build foundational knowledge of the Gusto payroll process — plus electives on advanced topics like Hiring in a New State and Onboarding Clients to Gusto.