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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.
The FYI platform offers easy access to the Support Assistant, FYI's AI-powered guide to getting quick answers and troubleshooting issues quickly. Built directly into the platform and trained on our Help Centre, it delivers fast, expert help whenever you need it. Refer to Using the Support Assistant below.
When extra help is needed, there are multiple ways to contact the FYI Support Team:
- Using the Support Assistant.
- Sending an email.
- Directly from the FYI Help Centre.
Your query will be sent to our support team, and they will respond further by email. If necessary, the support team may request to log in to your FYI instance to investigate further.
Contacting Support
Support Assistant
FYI provides links to the Support Assistant from a variety of locations within the platform, ensuring users can access help when needed.
Where the Support Request relates to a Document, Task, Job, Template or Automation Step, you can open the Support Assistant from the FYI Drawer.
This will provide additional context to the Support Assistant, and if creating a support request, shared with the Support Team. Refer to Using the Support Assistant below.
Click the Support Assistant icon in the tools at the top of the drawer.
The Support Assistant icon is also available from the FYI Drawer via the FYI Add-in from Office and Outlook, found in the bottom-left corner.
The Support Assistant is available from the Client Workspace or Job Workspace by clicking the Support Assistant link in the top-right corner. Refer to Using the Support Assistant.
A link will be added to the relevant Client or Job to provide additional context to your query.
The Support Assistant icon is displayed in the top-right corner of the My Settings - Status page above the Status information.
You can also open the Support Assistant from a list or any other screen in FYI.
Click the Help icon (the question mark in the top right-hand corner of the FYI menu) and select Support Assistant. Refer to Using the Support Assistant.
By Email
You can contact the FYI Support Team at support@fyi.app. Please ensure you include as much detail as possible, including screenshots, and steps to replicate the issue.
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 Assistant
Chatting with the Support Assistant
To begin chatting with the FYI Support Assistant:
- Click the Support Assistant button in FYI.
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A new tab will open, displaying the Support Assistant.
- Enter the details of your query, and press Enter.
Tip: Click Shift + Enter to create a new line without sending your query. - A processing indicator will display while the Support Assistant prepares a response.
- The Support Assistant will respond with details, including a confirmation of your email address and where you opened the Support Assistant from.
- The Support Assistant may request additional information or offer further support. For example, you may be asked if you want additional information on a feature. If troubleshooting an issue, you may be asked to clarify how many users are impacted or where the issue occurred.
The Support Assistant may also provide access to other resources, for example, the Help Centre. Links will open in a new tab to avoid losing your conversation history. - Continue to chat with the Support Assistant as required, by entering more information or asking additional queries.
- To finish your conversation, you can simply close the browser tab and return to FYI. To send a request to the support team, click Create Support Request.
Creating a Support Request
You can send a request to the support team at any time by clicking the Create Support Request button at the bottom of the screen.
The Support Request form will be displayed.
When the ticket is created, a copy of your conversation history with the Support Assistant will be included automatically.
Use the Support Request form to include additional information, for example, screenshots or a Loom video recording. Providing as much information as possible will assist the Support Team with analysing your query more efficiently.
Click Submit to send the request to the Support Team. A confirmation message will briefly display, and you will then be redirected back to FYI. An email will also be sent to the email address identified during your conversation with the Support Assistant.
The Support Team will continue the conversation via email.
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.