Sending a Support Request

From time to time, you may wish to contact our support team, for example, if you're unsure of how to use a feature, or if something isn't working as you would expect.

There are several ways to contact the FYI Support Team, by clicking on the Support Request icon in FYI,  Outlook and Office (opening the FYI Support Bot), sending an email, or directly from the FYI Help Centre. 

Depending on the query, you can send attachments or even a recording of the issue. Your query will be sent to our support team, and they will respond further by email (more details on this below). If necessary, the support team may request to log into your FYI instance to investigate further.

Contacting Support

There are several ways to contact the FYI Support Team, by clicking on the Support Request icon in FYI, Outlook and Office, sending an email or directly from the FYI Help Centre. These are detailed below.

From the FYI Drawer (in FYI, Outlook or Office)

Where the Support Request relates to a Document, Task, Job, Template or Automation Step, you can send a Support Request directly from the FYI Drawer. 

Click the Support Request icon in the tools at the top of the drawer to open the Support Bot. 


The Support Request icon is also available from the FYI Drawer via the FYI Add-on from Office and Outlook. Click on the Support Request to open the Support Bot. Refer to Using the Support Bot.

From the Client or Job Workspace, or your Status Page

The Support Request icon is also available in the Client Workspace and Job Workspace. This automatically adds a link to the relevant Client or Job so that FYI Support have access to the Client or Job for which you are requesting support.

Click the Support Request icon which displays in the top right-hand corner to open the Support Bot. Refer to Using the Support Bot.

In the same way as your Status page, the Support Request icon displays above the Status information.

From a Document List or Any Other FYI Screen

You can also send a Support Request from a list or any other screen in FYI. This automatically opens the Support Bot.

Click the Help icon (the question mark in the top right-hand corner of the FYI menu) and select Support Request. Refer to Using the Support Bot.

By Email

You can contact the FYI Support Team at support@fyi.app.

From the FYI Help Centre

You can also click the Submit a request link at the top of the FYI Help. Refer to Support Requests and Signing up to the FYI Support page.

Using the Support Bot

Opening the Support Bot

To open the Support Bot, click the Support Request icon (?) in the tools at the top of the drawer in FYI, Outlook or Office or select Support Request from the ? icon which displays in the top right-hand corner of the main menu.

The Support Bot will automatically open. If you have multiple browser tabs open logged into FYI, the Support Bot will be displayed on each tab. 

If the Support Bot window doesn't open, please confirm your browser is up-to-date:

• Chrome: https://support.google.com/chrome/answer/95414?hl=en&co=GENIE.Platform%3DDesktop
• Firefox: https://support.mozilla.org/en-US/kb/update-firefox-latest-release
• Edge: https://support.microsoft.com/en-au/topic/microsoft-edge-update-settings-af8aaca2-1b69-4870-94fe-18822dbb7ef1

 The Support Bot will prompt you to respond to a few simple questions. Based on your responses, further details will be requested and a support request will be created on your behalf. The Support Team will reply to support requests and continue conversations via email.

Adding Attachments

After selecting the type of support request, you will be able to add an attachment by clicking on the paperclip icon in the chat toolbar. In the meantime, if any screenshots or files are required to support your request, the Support Team will request these via email.

Setting your Keyboard Preference

You can set your individual preference on how the Enter key on your keyboard is treated.

1. Click the Settings icon (the cog in the bottom right-hand corner of the FYI Bot window).
2. Select your preferred option to determine what happens when you press Enter on your keyboard while drafting a reply:
   • The reply will automatically be sent
   • A new line will be started in the chat.

Exiting the Support Bot

You can exit the Support Bot at any time by clicking the X in the bottom right-hand corner.

Note: If you have multiple browser tabs open logged into FYI you will need to click the X button to close the Support Bot on each tab.

If you exit from the Support Bot before the request is finalised, a support Support Request will not be created. 

Once you have started a conversation with the Support Bot, if you click exit the Support Bot icon will minimise in the bottom right-hand corner. You can click to continue with the conversation.

Emailing the Transcript

You can email a copy of the conversation to yourself or another user, to keep a copy for your reference.

1. In the FYI Bot window, on the right-hand side, click the More Actions option which shows as the ellipsis (...)icon.
2. Select Email this transcript and enter the email address where you'd like to send the transcript.
3. A copy of the conversation will be sent. It's a good idea to check your Junk or Spam folders if you don't receive the email within a few minutes.

Viewing Past Conversations

A history of past conversations is retained, and you can review these at any time.

1. In the FYI Bot window, on the right-hand side, click the More Actions option which shows as the ellipsis (...)icon.
2. Select View past conversations and click on the relevant chat to review the details of the conversation.
3. Click X to exit.

Providing More Details for an Existing Support Request

After sending a support request, further details may be requested to allow the Support Team to properly analyse the request. The Support Team will reply to support requests and continue conversations with you via email.

You may be asked to record a video to capture your screen to allow the Support Team to see exactly what steps are being taken

1. Click the Help icon and select Record Support Video.
   
   

Refer to Recording a Loom Video to include in a Support Request.

Submitting a Support Request

The are four types of support requests, and depending on your responses, you will be prompted to provide further details in order to submit the support request to the right team.

The types of support requests are as follows:

Something's not working as I expect

This type of support request is selected when you are experiencing an issue with FYI. For example, your clients aren't syncing, documents aren't displaying or an error displays.

1. Click the Something's not working as I expect icon in the Support Bot window. 
   
   
2. The Support Bot prompts you to briefly describe the issue you are experiencing.
3. You will be prompted to confirm how many users are affected and how often the issue is occurring. 
4. The Support Bot includes a link to the relevant screen or workspace you are working in. This provides context to the Support Team. You will be prompted to confirm if the link is correct, and if not, insert the relevant URL into the chat.
5. Enter any additional information, such as when the issue started and what level of priority you would place on this issue.
6. Recording a Video. When adding a Support Request, you can also record a video to show what you are doing and to help solve the issue faster.
   Click Yes, record a video. A message displays for you to confirm. Click Continue.
   For details on how to record a Loom video to include in the Support Request, refer below to Recording a Loom Video to include in a Support Request.
7. Paste the Loom video recording into the chat and send the message.
   A support request will be created on your behalf and the FYI support team will respond to your query by email.

I'm not sure how to use a feature

This type of support request is selected when you are learning how to use a feature in FYI. For example, your practice has recently introduced Workflow or the Tasks Board and you are unsure how to use certain aspects of the feature. The Support Bot will locate relevant support articles and learning resources for you to explore further.

1. Click the I'm not sure how to use a feature icon in the Support Bot window. 
   
   
2. The Support Bot will prompt you to briefly describe the problem you are having or the feature you would like to know more about.
3. Respond to the Thumbs up and Thumbs down icons to indicate whether your query has been resolved. Thumbs up will conclude the chat with the Support Bot.
4. If you select Thumbs down, the Support Bot will offer to create a support request on your behalf and prompt you to briefly describe the issue you are experiencing.
   • You will be prompted to confirm how many users are affected and how often the issue is occurring. 
   • The Support Bot includes a link to the relevant screen or workspace you are working in. This provides context to the Support Team. You will be prompted to confirm if the link is correct, and if not, insert the relevant URL into the chat.
   • Enter any additional information, such as when the issue started and what level of priority you would place on this issue.
   • Recording a Video. When adding a Support Request, you can also record a video to show what you are doing and to help solve the issue faster.
     Click Yes, record a video. A message displays for you to confirm. Click Continue.
     For details on how to record a Loom video to include in the Support Request, refer below to Recording a Loom Video to include in a Support Request.
   • Paste the Loom video recording into the chat and send the message.
     A support request will be created on your behalf and the FYI support team will respond to your query by email.

I have an idea for an enhancement

This type of support request is when you have suggestions on how to make improvements to the FYI platform. These types of requests are welcomed and will be forwarded to the Product Team for further analysis. If accepted, the request will be included in FYI's development roadmap and you will be notified by email when the enhancement is being released.

1. Click the I have an idea for an enhancement icon in the Support Bot window. 
   
   
2. The Support Bot will prompt you to briefly summarise the enhancement suggestion. This is the subject line for the support request.
3. You will be prompted to provide details of the enhancement. It's a good idea to include where in the FYI platform the feature would sit and what problem the enhancement would solve for you.
4. The Support Bot will create an enhancement request on your behalf.

Something else

This type of support request is when you would like to discuss something that is unrelated to support on the FYI platform. For example, you may be interested in participating in Beta testing for new features or would like to organise more training for your team.

1. Click the Something else icon in the Support Bot window. 
   
   
2. The Support Bot will prompt you to briefly describe the request. This is the subject line for the support request.
3. You will be prompted to provide details of the request. It's a good idea to provide as much detail as possible to direct your query to the right team.
4. The Support Bot will create a request on your behalf and the relevant team will respond to your query by email.

5. From the FYI Bot window, you can include a Loom video. You do not need to have Loom installed on your computer or have an account with Loom to add a video to an FYI Support Request.
   Click Yes, record video.

   
   
   A message displays for you to confirm.
   Click Continue.
   

Refer to Recording a Loom Video to include in the Support Request.

FYI Support User Accounts

As part of investigating a query, the Support team may need to log into your FYI database. 

A new user account will be added to your list of FYI users under Practice Settings - General - Users. These users can be identified by the name of the Support agent (look for "(FYI)" after their name). The user's email address will contain "fyidocs.com" or "fyi.app". 

Note: The FYI Support User may appear in your active user list when creating an Email or using Workflow.

This access is only temporary while they investigate your issue and will be removed at the end of each day.

The FYI Support user account will not be added to your licences, and will not increase your fees.