Functionize Support is designed to help your team resolve issues quickly and effectively. Your Functionize Support account is separate from your platform login, and creating one is strongly recommended.
Why Create a Support Account?
A Support account provides several benefits:
- Track and manage tickets in the support center (not just via email).
- Gain visibility across your organization — project managers and admins can see all support activity.
- Save time — once signed in, you don’t need to re-enter personal information for each ticket submission.
To create an account:
- Navigate to the Functionize Support Portal.
- Click Sign In, then Sign Up.
Submitting a Support Ticket
Support tickets are submitted through the Support Form. The form captures all the context needed for faster resolution.
Ticket Types
You can categorize your request under one of the following types:
- Technical Support
- Bug Report
- Train the AI
- Create Agent Issues
- Feature Request / Enhancement
- Documentation
- Functionize Certification
- Trial Request
- Partner request
- Other
CC (Optional)
- Add teammates’ email addresses to keep them informed.
Business Unit / Team
- Specify the project or team name to help Support understand the context.
Ticket Priorities
Choose from four priorities (Low → Critical).
- The priority helps Support categorize your ticket initially.
- After reviewing, Support may adjust it based on the actual impact (e.g., “app inaccessible” = escalated to Critical).
Ticket Details
Personal Information
- If you are not signed in, you must provide your email address.
- With an account, your information is filled automatically.
Ticket Subject
- Be clear and descriptive — e.g., “Test Fails on Click at Step 26”.
- Good subjects help route and prioritize tickets correctly.
Ticket Description
Provide as much detail as possible:
- Steps taken to troubleshoot.
- Links to test executions and step numbers.
- Details explanation of the issue or expected behavior.
- Steps to reproduce the issue (if a bug).
- Screenshots or videos (recommended).
Note: The more detail included upfront, the fewer back-and-forth clarifications, leading to faster resolution.
Optional Checkboxes
Based on the specifics of the ticket, it may be helpful to allow Functionize support to execute, copy, or edit your test. Use these checkboxes to note that Functionize support may do so as needed.
- It's okay to execute the tests included in this ticket.
- It's okay to edit, adjust, and execute the tests included in this ticket.
- It's okay to copy the tests and orchestration included in this ticket.
Attachments
- Upload supporting files (e.g., screenshots, browser console logs, test logs, videos).
- Helpful for UI bugs or hard-to-reproduce issues.
Escalating Support Tickets
Functionize Support prioritizes resolving all inquiries quickly. If an issue is blocking your team, escalation ensures it gets immediate attention.
- Provide details in the initial ticket (e.g., “20 test cases impacted,” or “Functionize app inaccessible”).
- Users, team leads, and project leads can request escalation at any time by:
- Marking the ticket Critical Priority.
- Following up with additional context.
- Contacting your Functionize Account Representative directly (include the ticket number).
This collaborative process ensures the ticket is assigned, prioritized, and resolved quickly.
Best Practices for Effective Support
- Be descriptive – include run histories, step numbers, orchestration names, or browser info.
- Provide permissions – check the boxes to allow Functionize support to execute, copy, or edit your tests.
- Attach evidence – screenshots, logs, and videos speed up resolution.
- Set the right priority – low for minor questions, critical for blockers.
- Loop in stakeholders – use CC to keep project leads or teammates informed.
- Stay focused – if the issue you originally reported has been resolved, open a new ticket about additional issues.
Summary
By creating a Support account, submitting detailed tickets, and collaborating with Functionize Support, your team ensures faster, more effective resolutions.