Skip to content

Support requests

A support request is how you ask the FSM Navigator team for help: a question, a problem, a billing issue or an idea. Every request gets a number, such as Ticket: 1000000042, and every reply is kept in one place, so you never have to explain the issue twice.

Everyone on your team who signs in to the web app can open a support request. Your requests are private: only you, anyone added to the request and our support team can read them.

Open a support request

  1. In the side menu, choose Support.
  2. Open the New request tab.
  3. Fill in the form:
    • What is it about? Pick the closest topic.
    • Subject: a short summary, up to 150 characters.
    • Message: what you were doing, what you expected and what happened instead (up to 5,000 characters).
    • Photos (optional): screenshots or pictures that show the problem. See Photos.
  4. Choose Send request.

You'll see your request number on screen, and we email you a confirmation at the email address on your account. Our replies go to that address too.

If you can't sign in

Use the support page at fsmnavigator.com/support. Fill in your name, email address, topic and message, then choose Send Message. We email a 6-digit code to the address you typed. Enter it on the page to send your request. This stops other people from sending requests in your name.

  • The code works for 10 minutes. If it doesn't arrive, check your spam folder or choose Resend code. You can ask for a new code after a short wait.
  • Typed the wrong address? Choose Change email, correct it and send again.
  • After a few wrong tries the code stops working, and you need to ask for a new one.

Our reply goes to the address you confirmed.

Follow your requests

The My requests tab lists every request you opened or were added to, with its number, subject and status. Choose Open to read the whole conversation and reply.

Reply in the app or by email

When our team replies, we email you, and the reply also appears on the request in the app. You can answer either way:

  • In the app: open the request, type in Your reply and choose Send reply.
  • By email: reply to our email. Keep the [Ticket: 1000000042] part in the subject so your answer lands on the right request.

Replies by email work from the address the request belongs to. If a colleague needs to follow along, ask us to add them.

Photos

You can add photos to a new request or a reply:

  • Up to 5 photos per message.
  • JPEG, PNG or WebP only, up to 5 MB each. Screenshots work well.
  • Other files, such as PDFs, documents or videos, can't be added.
  • HEIC photos from iPhones aren't accepted. Send the photo as a JPEG instead, or take a screenshot of it.

The same limits apply to photos you attach to an email reply. If we can't keep a file you emailed, our next email tells you which one, so you can send it again in a format we accept.

What each status means

Status What it means
Received We have your request and haven't answered yet.
With our team It's our turn. We're working on it or will reply soon.
Waiting for your reply We've answered or asked a question. It's your turn.
Resolved We think it's sorted. Reply within 7 days if it isn't, and it opens again.
Closed Finished. A reply opens a new request instead.
Merged into another request You asked about the same thing twice, so we joined the two. Follow the other request in My requests.

If we're waiting for your reply, we send one reminder after 3 days. If there's still no reply after 7 days, the request is marked Resolved and we email you to let you know. You still have 7 days to reply and reopen it. A resolved request closes 7 days after it's resolved.

Close a request yourself

If you no longer need help, open the request and choose Close this request. If you need help again later, open a new request.

Support when your account is read-only

If your account becomes read-only because of a billing problem, you can still open, answer and close support requests, so you can always reach us about the issue.

Requests we open for you

Sometimes we open a request for you, for example when your customer emails are paused because too many bounced (see Email sending). It appears in My requests like any other, and the Owner and Administrator can answer it there or by email.