Contacting FZM Support Team

There are times you will encounter technical issues with FZM, this article will be your guide on how to reach out to FZM Support team and what is needed in order to help the Support team to resolve the issue.

How to write a good Support ticket?

Submitting a clear and accurate support ticket assists the FZM Support Team in pinpointing the issue you have encountered, which can drastically reduce the time to resolution.

The most important thing to remember is: we must be able to replicate your error. For us to do this you need to write clear and detailed reproduction steps. If we can’t reproduce the problem you’re encountering it is very difficult to take action on the issue. Always tell us the following:

• who was logged in (we need to know the access level)
• what buttons were pressed/actions performed to result in the error
• what the error is i.e describe the error we should see
• what device they were using (desktop, Mac / PC, phone, iPad, Android tablet etc)
• probably what browser and browser version they were using

PRO Tips:

• Sending a screenshot in your initial ticket, showing the error is usually a great idea.
• If you’re not sure about the device/browser version etc, just visit http://supportdetails.com/and send us a screenshot of that page
• You can also send a short video on how the issue occurred and to show the steps you did when you encountered the issue

Write your report clearly so that anyone can sit down and reproduce your bug. This allows the FZM Support Team and developers to spend more time working on the issue and will help you avoid the frustration of having to backtrack in order to provide missing data.