Your Functionize Support account is separate from your platform login. Creating this account is strongly recommended because:
- It allows you to track and manage multiple tickets in the support center instead of just through email.
- It enables project managers and admins to request visibility into all support activity across your organization — helpful for larger teams and ongoing implementation efforts.
To create a support account, navigate to the support portal and click Sign In, then click Sign Up.
Support Ticket Submission
Support Ticket Types
Support tickets are opened using this form, and there are five types of support requests:
- Technical support
- Bug reports
- TestGPT Issues
- Feature requests/enhancements
- Documentation
- Partner requests
- Other
CC
Add email addresses to keep teammates in the loop.
Business Unit/Team
Specify your team or project name to help the support team understand context.
Support Ticket Priorities
Four priorities are provided, ranging from low to critical. Functionize Support uses the priority on a ticket to initially categorize it and escalate the support process internally. After an initial evaluation is complete, the priority may be adjusted by the Functionize Support team based on their understanding of the issue.
Support Ticket Personal Information
If you are not signed into the support center, the ticket requester's email address must be entered in the form so that the Functionize Support team knows who to communicate with regarding the ticket. This is another advantage of creating a support account - you won't have to enter your personal information for each ticket submission.
Support Ticket Subject
Titles should be descriptive so that support agents can understand the problem, route, and prioritize the ticket correctly. Ideally, the title should enable both the Functionize Support team and the ticket requester to distinguish one ticket from another. A good ticket title might be something like 'Test Fails on Click at Step 26', which informs support exactly what and where to look.
Support Ticket Description
Within the support ticket, it's important to include as much detail as possible and describe what's been done to troubleshoot the problem, if anything. Include links to the test case(s), the affected step numbers, or, if reporting a bug, provide all the steps to reproduce it. Screenshots and videos can also be helpful in some cases and can reduce the back-and-forth required on tickets, allowing the Functionize Support team to deliver a resolution more quickly.
Test Execution Checkbox
If selected, this gives Functionize permission to execute tests or troubleshoot directly in your environment as needed.
Attachments
You can upload supporting files such as screenshots, test logs, videos, or browser console logs (for UI-related bugs) to help the support team quickly understand and troubleshoot the issue.
Escalating Support Tickets
Functionize Support strives to resolve all support-related inquiries as quickly as possible. In some cases, one ticket may be more critical than another. When submitting a ticket, please provide information that will help Functionize Support categorize it correctly, such as the number of test cases impacted by a technical issue or if the Functionize app is inaccessible to your team, halting all work. The details provided in the initial ticket will assist Functionize Support in escalating the ticket appropriately.
In addition to this, users, team leads, and project leads also have the authority to escalate tickets. If a ticket requires critical priority, kindly specify this either in the initial ticket or in a subsequent response. If possible, include any relevant context. Moreover, project or team leads have the option to directly engage the account representative, who serves as their primary point of contact. Sharing the ticket number with them facilitates collaborative efforts with the support team, ensuring the proper and timely assignment of priority.
At Functionize, we are dedicated to streamlining the support process and ensuring that every ticket receives the attention it deserves. Your collaboration and proactive communication greatly contribute to expediting solutions.