Support Chat: FAQs
🎫 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 right away. The AI assistant starts the conversation to help collect the right information quickly. When needed, at any time, the conversation is handed over to a human agent with full context.
🤖 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 create an incident through the chat?
Yes. You can create an incident directly through the chat. The AI assistant will ask a few questions to understand the situation, help set a priority level, and route the request to the correct response team.
While the original "Report a Problem" form in the CRM is still available and fully functional, we encourage using the new support chat instead. It helps keep all communication in one place, allows easy follow-ups, and ensures you have full visibility into the status of your request — all under the same ticket.
🧾 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.
📧 Can I receive email updates about this conversation?
Yes. Just ask in the chat and we’ll send updates to your inbox.
⭐ 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 raise your request through the chat at any time — it will be picked up on the next business day.
🧑💼 I’m stuck or need help with a tool — where do I go?
You can always reach out to your Partner Manager for assistance using the platform or chat.