Contacting support

On the Support page of Funnelforms Pro you ask your question in your own words. Answers from the help center appear while you type. If they do not help, you write a ticket straight to the Funnelforms team, with diagnostics and an access for support if you like. Funnelforms Free does not have this page; there the support forum on wordpress.org and the Help Center help you.

Requirements

• Funnelforms Pro: The Support page, tickets from the plugin, the support access and attaching the diagnostics exist only in Pro.
• Funnelforms Free: You use the support forum of Funnelforms Free on wordpress.org and the Help Center. Tickets from the plugin belong to Pro.
• For the Support page you need the right "Change settings". Administrators always have it.
• A connection of the website with Funnelforms is not needed for a ticket. Without a connection the ticket goes to support with your e-mail address only. "Your tickets" and the support access need the connection.

Where to find it

• Funnelforms Pro: Funnelforms → Support
• Funnelforms Free: At this place the menu shows Pro features. At the bottom of that page, the buttons Help center and Support forum in the section Help take you further. You can also reach the forum directly: support forum of Funnelforms Free on wordpress.org.

Features at a glance

• Search field "How can we help?" with answers from the help center while you type (up to three articles, sometimes with a short answer above them).
• The link Open the help center above the search field, which opens the help center in a new tab.
• Popular questions as suggestions to click.
• Urgent? with direct ways that skip the search: "License, plan or invoice", "Report a security issue" and "My forms stopped working".
• The box Your support with connection, open tickets, support access and diagnostics.
• The card Ask support with six topics, subject, description and reply address.
• The option Attach diagnostics, off by default.
• An option to give support an access for 24, 48 or 72 hours.
• The card Your tickets with status and latest change.
• The card Diagnostics to download.

Step by step

Help in Funnelforms Pro

1. Open Funnelforms → Support.
2. Type your question into the field "How can we help?", for example "How do I connect Google Calendar?". From three characters on, suggestions appear under "This might help" after a short pause. Without JavaScript, click Find help.
3. Open an article. The links open in a new tab.
4. If the answer fits, click That helped.
5. If not, click Continue to support, or Write a ticket in the card Ask support. The form opens.
6. Under "What is it about?", choose a topic.
7. Check the Subject. It is prefilled with your question.
8. Describe the problem under "Describe the problem": What did you do, what did you expect, what happened? Which form and page?
9. Check the address under "Answer to". It is prefilled with the e-mail address of your WordPress user.
10. Tick Attach diagnostics if support should see versions and settings. The line below shows what goes along, for example the WordPress, PHP and Funnelforms versions, the number of forms and of failed deliveries.
11. If needed, tick "Let support log in to look at the problem" and choose the rights and the duration.
12. Click Send to support.

Then you see "Thank you! Your ticket … has arrived at Funnelforms support. We answer by e-mail." with your ticket number.

Help in Funnelforms Free

1. Open Funnelforms → Pro features and, at the bottom in the section Help, click Help center. Search there for your question first.
2. Check the Funnelforms tests under Tools → Site Health. They show failed deliveries and waiting background jobs.
3. Ask your question in the support forum: with the button Support forum in the same section or directly in the support forum of Funnelforms Free on wordpress.org.
4. Describe the form, the page and the error message there. Do not name contact details of your visitors; the forum is public.

On the page Pro features you can also compare Free and Pro. "Support by ticket" is listed there as part of Pro. On the page for switching from Funnelforms 3, the link "Support forum" also leads to the forum in Free.

How it works

What happens if the help center finds nothing?

If the help center finds no matching article, reports that it cannot help, or cannot be reached, the ticket form opens. You then read, for example, "No article fits this question. Write to us, we answer by e-mail." or "The help center cannot be reached right now. Write to us directly, we answer by e-mail."

What happens with urgent topics?

The topics under Urgent? skip the search and open the form directly with the matching topic.

Which topics are there?

What does "Your support" show?

• Connection: whether the website is connected with Funnelforms, otherwise the link Connect.
• Open tickets: how many tickets are open and how many wait for your answer.
• Support access: whether an access is active, for example "On until …", otherwise Off.
• Diagnostics: "Only when you add them". Without the tick, no diagnostics go along.

What is sent with the ticket?

• Subject, description, topic, reply address and your display name from WordPress.
• Your user's language, the website address and the versions of Funnelforms, WordPress and PHP.
• If you searched the help center before: your question and the IDs of the articles shown.
• Only if Attach diagnostics is ticked: the diagnostics report. It holds no entries, contact data or keys. If it is larger than 256 KB, it is left out and the ticket goes out without it.
• If you tick the support access: the details of the access, but never a password.

Funnelforms handles tickets in HubSpot. The note above Send to support says so; the message, e-mail address and anything you add are kept there as long as needed to handle the request. Sending is recorded in the log of administrator actions as "Support ticket sent".

How do I see the status of my tickets?

With a connected website, Your tickets shows up to eight tickets with subject, status ("Open", "Waiting for your answer" or "Solved") and, for example, "updated 2 hours ago". The list is cached for five minutes. If Funnelforms cannot be reached, it says "The status of your tickets cannot be loaded right now. Answers still reach you by e-mail."

Best practices

• Ask the help center first. Many questions are answered there in seconds.
• Name the affected form and the page where it is embedded in the ticket.
• Attach the diagnostics when it is about errors, deliveries or updates. They hold no entries and no contact data.
• Give a support access only when support needs it, and as briefly as possible.
• In Free: do not name data of your visitors or keys in the public forum.

Troubleshooting

Tips

Note: If sending fails, the subject, description, topic and question stay in the form (for ten minutes).

• If the website is not connected, Your tickets says "Tip: Connect this website with Funnelforms to see the status of your tickets here and to let support log in."
• If your ticket is refused after you ticked a support access, the plugin removes the access it created for it.
• You can also download the diagnostics yourself at the bottom of the page.

FAQ

How do I get help in Funnelforms Free? In the Help Center and in the support forum of Funnelforms Free on wordpress.org. Tickets from the plugin, the support access and the diagnostics download belong to Funnelforms Pro.

Do I have to connect the website with Funnelforms to send a ticket? No. Without a connection the ticket goes to support with your e-mail address only. The ticket list and the support access need the connection.

Are the diagnostics sent automatically? No. They go along only if you tick Attach diagnostics.

How do I get the answer? By e-mail to the address under "Answer to". With a connected website you also see the status under Your tickets.

Related articles

• Granting support access
• Diagnostics and Site Health
• Connect your website to your Funnelforms account