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How Our Ticketing System Works

Table of Contents

Overview What Happens After You Submit a Support Ticket Types of Tickets and How They’re Handled Our Support Ticket SLAs Ways to engage Our Support Team

Overview

At Flxpoint, we prioritize your support experience to ensure that issues and requests are handled swiftly and effectively. Here’s a breakdown of how you can engage with our support team and what you can expect throughout the process.


What Happens After You Submit a Support Ticket

Support Tickets & Engineering Involvement

After submitting a support ticket, our team assesses whether it can be handled directly or if it requires further investigation by our engineering team. If your ticket is escalated, we will provide you with a task number so you can track its status through the ticket portal or request updates from the support team.

Ticket Queue

Once a ticket is submitted (especially those requiring engineering involvement), it enters a queue based on priority. You can always check the current status of your ticket in the portal or by reaching out to our support team.

Check Your Ticket Status

For quick access to your ticket details, visit our ticket portal.

Go to Ticket Portal


Types of Tickets and How They’re Handled

Bug Tickets vs. Feature Requests

Feature Requests

These are suggestions for new features or enhancements. Feature requests are reviewed by our product team and, if they align with our strategic roadmap, we will begin a scoping process and notify the requester.

Please note that there is no guarantee that all feature requests will be implemented, as we prioritize according to our development roadmap and backlog.

Bug Tickets

These are issues that directly impact the functionality of the platform. Bug tickets are assigned a priority based on the severity of the issue.

Standard Priority

Tickets in this category wait in the queue and are usually resolved within 2–3 weeks from the time of submission.

High Priority

If the issue is impacting critical areas such as pricing, quantity, or orders, the ticket will jump ahead of standard priority items and is expected to be resolved within 1–2 weeks.

Critical Priority

These are issues impacting all or the majority of users. When a critical ticket is created, all other work halts until this issue is resolved, with immediate attention from all available engineering resources.


Our Support Ticket SLAs

Response Time: We are proud to maintain one of the fastest response times in the industry, with an average initial response time of 1.X hours, though our SLA guarantees a response within 4 hours.

Weekly Updates: If your support ticket is tied to an ongoing engineering investigation, we commit to providing weekly updates so you're never left in the dark.

At Flxpoint, we strive to keep communication open, clear, and timely so you can focus on running your business while we take care of any issues that arise.


Ways to engage Our Support Team
 

In-App Help Button: The quickest way to reach us is by using the help button within your Flxpoint app.

Visit Help Page

Email Support: You can also reach out by emailing our support team. We aim to respond within our standard 3-hour Service Level Agreement (SLA).

Email Us

Schedule a Support Call: Need a personalized session? Schedule a support call here:

Schedule a Call

Submitting a Ticket or Inquiry

When submitting a ticket or inquiry, it’s always best to provide as much information as possible about your issue or goal. Share details about the steps you've already taken and the results you're aiming for, this helps us resolve your request more efficiently.

If you're dealing with a complex issue, scheduling a support call is another great option to address your concerns in a more personalized manner.

 

 

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