WIP - Using the Fixflo Support Portal

TABLE OF CONTENTS

• Accessing Support from within Fixflo
• Logging in to the Fixflo Support Portal
• Using the Ticket Forms
• Updating Tickets
• Providing Feedback
• FAQs

Accessing Support from within Fixflo

Support content can be accessed directly when you are logged in to Fixflo. Simply click on the widget at the bottom-left of your screen in Fixflo, and click 'Chat with us'. 

Here, you can use our AI-powered chatbot to seek an answer to your question(s); please be as specific as possible with what you ask! If you are not able to get an answer from this widget, you will be redirected to create a support ticket within the Support Portal. Please see the two sections below for guidance on how this works.

Logging in to the Fixflo Support Portal

We recommend you always use the widget within Fixflo to seek an answer to your support query. If you are unable to find a resolution on the widget, you will be redirected to help.fixflo.com to create a support ticket for our team to process.

When you are first redirected, you will be asked to link your Fixflo account with your Support account; here, you should enter your Fixflo password to gain access. This will create a single sign-on link that you will not need to use again for a period of time; the two will talk to each other! 

Alternatively, you can access Fixflo Support via help.fixflo.com and click 'Login'. Here, enter your Fixflo email and password and click login - you will be asked to 'Link account' as required, and this will log you into the Fixflo Support portal:

Using the Ticket Forms

Once you are logged in to the portal, you can click 'Create ticket' and select one of the relevant ticket forms as required:

• Account Queries & Help - this is for general 'support' questions for Fixflo! Simply select the area the team can help with and provide the relevant information as requested
• Billing Query - this form is for billing and subscription questions, as well as for client cancellations
• Report a problem with the system - this form is for raising concerns about possible bugs or problems with the Fixflo software. Let the team know the severity and reproduction steps and they will investigate further!
• Training and Professional Services - this allows you to express interest in training requirements and other Professional Services packages

When filling in information, you will see some recommended articles provided on the right-hand side of your screen. We suggest you click into these and see if they answer your query prior to submitting a ticket, as you may be able to get the solution instantly!

Updating Tickets

Each Fixflo support ticket will have a unique link; this is provided in email notifications you will receive. You can reply and update tickets in two ways:

1) When the Fixflo support team provide a response, you'll receive the response via email. Simply reply back to this email - ensuring you keep the title/subject the same - and this will thread within the ticket as a reply.

2) When the Fixflo support team provide a response, you'll receive the response via email with a hyperlink to the ticket itself. Click into the ticket - taking you through to the Support Portal - here, you can provide an update and even mark the ticket as resolved if you no longer require support.

Please note, as part of this process you are unable to create brand new tickets via email. These must be created within the Support Portal itself; help.fixflo.com.

Providing Feedback

When a ticket is marked as Closed by one of the Fixflo Support agents, you will receive a notification informing you of the fact. 

At the bottom of this email will be a chart to provide a quick piece of feedback to the team - we would be grateful if you took one minute to provide this so we understand how we're doing!

FAQs

Why have you made this change?

As a business, we constantly evaluate and refine support processes to ensure we deliver the highest quality assistance to our clients as possible.

After analysis of trends over the last few years - both within our business as well as wider SaaS companies - we have concluded that our new ticketing-based system will provide best-in-class support to our customers. We are confident that our chatbot and ticket forms will serve multiple purposes for customers and Fixflo-staff alike:

• Recommend appropriate self-service support articles to help with your queries
• Categorise support queries internally to allow us to make data-driven decisions
• Provide Fixflo staff with the correct information to try and provide a first-contact resolution
• Allow users to flag the relevant severity of any issues being experienced

While we appreciate that removing the ability to directly email the Support team is a change that requires some adjustment, we are confident that our team will continue to deliver an excellent service once tickets are created via our Support Portal.

Can I no longer email support@fixflo.com?

Indeed, users can no longer email the Fixflo Support Team directly to ask a query. Instead, we require you to visit help.fixflo.com - login with your Fixflo email and password - and create a ticket using a form.

If your contractors and landlords require support, please review our FAQ below.

How can Contractors, Landlords and Tenants contact for support?

As part of these changes in process, we want to continue to encourage all user types to continue utilising Fixflo to its full ability. The following user types can access dedicated support content:

Contractors - contractor-help.fixflo.com. Here, Contractors can also raise support tickets for assistance as required.

Landlords - landlord-help.fixflo.com. Here, Contractors can also raise support tickets for assistance as required.

To assist tenants in using the software, please direct them to your Fixflo URL and ask them to use the image-based tiles to report their maintenance accordingly. If they have further queries, you can raise a support ticket on their behalf for help as required.

Can I export my ticket history?

If needed, you can export a history of your support tickets! Simply navigate to 'Tickets' once logged into the portal, filter the tickets as required and click export:

You can further define the fields you'd like exported, and the format in which you want the file. Please make sure to specify the date range as needed.