🎫 How do I start a support conversation?

Just open the chat widget on your screen — no extra logins or forms needed. Our AI-powered support assistant will greet you instantly and guide you through the next steps.

👤 Will I speak directly with a human agent?

Not immediately. The AI assistant will start the conversation to quickly gather the necessary information. When needed, the conversation will be handed over to a human agent with full context. You can also speed this up by saying something like “I want to talk to someone” or “Connect me with human support.”

🤖 What exactly does the AI assistant do?

The AI is trained on Fast Track's full knowledge base. It can:

Ask questions to understand your request
Troubleshoot common problems
Route your request to the right team
Share helpful guides directly in the chat
Gather all necessary details so you don’t need to repeat them later

🔄 Will the human agent see what I told the AI assistant?

Yes. The full chat history is shared, so you don’t have to repeat anything.

👨‍💻 Can I request to speak directly to the technical team?

Yes. You can choose "Integration Help" at the beginning of the conversation to be assisted by our technical team. The AI will also recognize technical or integration-related queries and escalate them when needed.

🆘 Can I report an incident through the chat?

Not yet. While you may see a “Report a Problem” button in the interface, this feature is not currently supported via the chat. If you click the button, the chat will simply redirect you back to the original form in the CRM.

Please continue to use the “Report a Problem” form in the CRM to report any incidents. We're actively working on improving this process and will let you know once incident reporting through chat becomes available.

🧾 What if my request can't be resolved immediately?

It will automatically convert into a support ticket. You’ll receive updates and can continue the conversation in the same chat thread.

📊 What do the ticket statuses mean?

Submited - A team member is reviewing your request
In Progress – Work is underway
Waiting on You – We need more info from your side
Resolved – The request is complete and closed

🔔 Do I have to sit and wait for replies?

No. You’ll get notified as soon as someone responds. You can return to the chat anytime.

❌ What if I accidentally close the chat widget or browser?

The conversation is saved. Just reopen the chat widget to continue.

🕒 What if I don’t respond right away?

That’s no problem. Conversations stay open for a while. If one closes, you can reply to reopen it instantly.

📎 Can I upload screenshots, logs, or documents?

Yes. Uploads are supported directly in the chat.

📂 How do I track my open tickets?

Click "My Tickets" in the chat widget to view all current and past conversations, including their status.

🔁 Can I reopen a closed ticket?

Yes. Just reply in the same thread and it will reopen automatically.

🌍 Can I get support in my preferred language?

Support is primarily in English, but you can type your request in your preferred language and the AI will understand you. Please note that the AI will still respond in English, but it will do its best to address your question accurately.

⭐ I was asked to rate the support — what’s that about?

Your feedback is our gold! When your request is marked as resolved, you’ll be invited to rate your experience. Don’t hesitate to share your honest opinion — it helps us grow and improve the support we provide.

🔒 Is the chat secure?

Yes. All conversations are encrypted and handled according to Fast Track’s privacy and compliance standards.

⏰ What if I write outside of support hours?

Our live support team is available Monday to Friday, 09:00–17:00 (GMT+2). You can still submit your request through the chat at any time. It will be converted into a ticket and picked up on the next business day.

🧑‍💼 I’m stuck or need help with a tool — where do I go?

You can always contact your Partner Manager for assistance using your usual communication channels.

Support Chat: FAQs