How Our Ticketing System Works
June 26, 2026
Summary
How Flxpoint support tickets work - priority levels and response SLAs, the ways to reach support (help-center chatbot, in-app 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.
What this covers
After you submit
Support assesses the ticket; if it's escalated to engineering you get a task number to track its status.
The ticket queue
Engineering tickets enter a queue ordered by priority. Check status in the portal or via the chatbot.
Issues vs. feature requests
Issue tickets get a severity-based priority; feature requests are reviewed by the product team against the roadmap.
SLAs & updates
Initial response target within 6 hours (3–6 hrs average), plus regular updates on active investigations.
What happens after you submit
You submit a ticket
→
Support assesses it
→
Handled directly OR escalated to engineering
→
If escalated: you get a task number
→
Enters the priority queue
If your ticket is escalated to engineering, support gives you a task number so you can track its status through the 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 in the portal, through the chatbot (available in the help center), or by reaching out to support directly.
Issue tickets vs. feature requests
| 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. |
Issue ticket priority levels
| 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. |
Support SLAs
Response time
We aim to respond within 6 hours, with an average initial response time of 3 to 6 hours.
Regular updates
If your ticket is tied to an ongoing engineering investigation, we commit to providing regular updates so you're never left in the dark.
Ways to reach support
| 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. Responses follow the standard 3–6 hour SLA. |
| Schedule a support call | Book a personalized session when you need to walk through a complex issue live. |
| Chatbot | Available in the help center. Use it to check ticket status or get quick answers. |
Getting a faster resolution
Vague tickets take longer to resolve
When you submit, provide as much detail as possible: what the issue or goal is, the steps you've already taken, and the result you're aiming for. The more context you give up front, the faster the team can resolve your request.
A task number is not the same as a ticket number
A task number is issued only when a ticket is escalated to engineering. Keep it handy — it's what you use to track an escalated issue through the chatbot or when requesting updates from support.
FAQs
How do I check the status of my ticket?▸
Check the current status in the portal, through the chatbot assistant (available in the help center), or by reaching out to the support team. If your ticket was escalated, use the task number support gave you to track it.
What is a task number and when do I get one?▸
A task number is provided when your ticket is escalated to the engineering team for further investigation. It lets you track the escalated issue's status through the chatbot or request updates from support.
How long until my issue is fixed?▸
It depends on priority. Standard issues are usually resolved within 2–3 weeks. High priority issues (impacting pricing, quantity, or orders) are expected within 1–2 weeks. Critical issues affecting all or most users halt all other work and get immediate attention from all available engineering resources.
Will my feature request definitely be built?▸
Not necessarily. Feature requests are reviewed by the product team. If a request aligns with the strategic roadmap, a scoping process begins and you're notified. Requests are prioritized against the development roadmap and backlog, so not every request is implemented.
How quickly will support respond?▸
We aim to respond within 6 hours, with an average initial response time of 3 to 6 hours. If your ticket is tied to an ongoing engineering investigation, you'll also receive regular updates.
What's the fastest way to reach the support team?▸
The quickest way is the Help button inside your Flxpoint app. You can also email support or schedule a support call for a more personalized, live session on complex issues.