How Our Ticketing System Works
Summary
How Flxpoint support tickets work - priority levels and response SLAs, the ways to reach support (the in-app chatbot and Help button, email, scheduling a call), and how to track a ticket's status.
When you submit a support ticket, Flxpoint assesses whether it can be handled directly or needs to be escalated to engineering. This page explains what happens after you submit, how tickets are prioritized, our response targets, and the different ways you can reach the support team.
If your ticket is escalated to engineering, support gives you a task number so you can track its status through the in-app chatbot or by requesting updates from the support team. Tickets that require engineering involvement enter a queue ordered by priority. You can check the current status of any ticket with the Check ticket status lookup in this help center (the ticket icon at the top of the Ask Tim chat), through the in-app chatbot in your Flxpoint app, or by reaching out to support directly.
| Ticket type | How it's handled |
|---|---|
| Issue ticket | An issue that directly impacts the functionality of the platform. Issue tickets are assigned a priority based on the severity of the issue (Standard, High, or Critical: see below). |
| Feature request | A suggestion for a new feature or enhancement. Feature requests are reviewed by the product team. If a request aligns with the strategic roadmap, a scoping process begins and the requester is notified. There is no guarantee every feature request is implemented: they are prioritized against the development roadmap and backlog. |
| Priority | When it applies | Expected resolution |
|---|---|---|
| Standard | The default queue for issue tickets. | Usually resolved within 2–3 weeks from submission. |
| High | The issue impacts critical areas such as pricing, quantity, or orders. These tickets jump ahead of standard items. | Expected within 1–2 weeks. |
| Critical | The issue impacts all or the majority of users. | All other work halts until it is resolved, with immediate attention from all available engineering resources. |
| Channel | When to use it |
|---|---|
| In-app Help button | The quickest way to reach the team: use the Help button inside your Flxpoint app. |
| Email support | Email the support team. Replies usually arrive within 2 to 3 hours. |
| Schedule a support call | Book a personalized session when you need to walk through a complex issue live. |
| In-app chatbot | Available inside your Flxpoint app. Use it to check ticket status or get quick answers. |
| Ticket status lookup | In this help center: open the Ask Tim chat and use the ticket icon at the top, or just type your ticket number. Works for INT, FLXCORE and SP numbers. |
Booking a support call
Click Help in the left menu and press Schedule a Call on the Schedule a call card. It opens a calendar to book a video call with support, usually available the same business day. You can also ask Tim in the in-app chat to book one for you.
How do I check the status of my ticket?
What is a task number and when do I get one?
How long until my issue is fixed?
Will my feature request definitely be built?
How quickly will support respond?
What's the fastest way to reach the support team?
How do I submit a feature request?
To suggest a new feature, click Help Center in the left menu of the Flxpoint app, then select Give Feedback under the Helpful Links section. In the form, provide a Subject and detailed Feedback & Suggestions. For the best results, include the specific goal you are trying to achieve, the steps you have already taken, and the result you would like to see. While the product team reviews all suggestions against the roadmap, submission does not guarantee implementation.
A ticket number or a task number?
The ticket lookup in this help center (the ticket icon at the top of the Ask Tim chat) reads task numbers only: the engineering numbers support gives you when a ticket is escalated, such as INT-12345. A support ticket number from an email, a long number such as #50513152785, is not accepted there.
To check a support ticket, ask Tim in the chat inside your Flxpoint app (for example, "is ticket #50513152785 still open?"), or reply to the support email for that ticket. The ticket's full conversation is in that email thread.