If you need help with FastTrack360, you can contact our Support team through the available support channel for your version:
Version 12.25 and above – use the in-app messenger and Help Centre inside FastTrack360.
Version 12.24 and below – continue using the Salesforce Support Portal to raise a ticket until you are upgraded.
You can also use this article to understand where to find help articles, track existing requests, and access training resources.
⚠️ Important: The FastTrack360 in-app messenger is currently available only for customers on version 12.25 and above.
If you are on version 12.25 or above, use the messenger icon inside FastTrack360 or the Help Centre to get support.
If you are on version 12.24 or below, you may not see the messenger yet. Please continue using the Salesforce Support Portal to raise a ticket for now.
Once your environment is updated to version 12.25, you will be able to access the Digital Assistant Bot and raise support requests through the in-app messenger.
Access Support Inside FastTract360
Choose one of the following options:
Help Centre – Browse articles and guides on how to use FastTract360.
Contact Support – Send a message directly to the Support team.
⚠️ Important: If you are on version 12.24 or below, you may not see the messenger icon yet. In that case, continue using the Salesforce Support Portal to raise a new case until your environment is updated.
💡 Tip: For faster resolution, include clear details, steps to reproduce, and screenshots when describing your issue.
Contact Support
Use Contact Support for questions that are not covered in the Help Centre.
If you are on version 12.25 or above
Click the messenger icon at the bottom-right of the screen.
In the messenger, you can:
Type a message
Copy and paste text
Attach images
Share links or details about your issue
Use the tabs in the messenger:
Home – get help from the AI Assistant or Support team, and view useful updates
Messages – review previous conversations
Tickets – track your support tickets
Help – search for help articles
If the Bot does not resolve your query, ask to speak to the Support Team and continue through the messenger flow.
If you are on version 12.24 or below
You may not see the messenger yet. Please continue using the Salesforce Support Portal to raise a new support case until your environment is updated to version 12.25.
📌 Note: If the information provided by the Bot does not resolve your query, type phrases like “speak to a person” or “talk to the team” so the Bot can connect you directly with the Support Team.
Use the Help Centre
The Help Centre contains comprehensive guides on setup, workflows, and product features.
Click on the ChatBot Icon, then click on the Help tab.
Use the search bar to find specific topics or issues.
You can also log in to the Help Centre directly (outside FastTract360) to browse articles.
Report an Issue
If you encounter a technical problem:
Click the chatbot icon at the bottom-left of your screen.
Select I want to report an Issue.
Add detailed information, screenshots, and any relevant logs so the Support Team can investigate more quickly.
Business Impact Guide
Support requests are prioritised based on business impact:
Priority | Description |
P1 (Critical) | The system is not available. |
P2 (Major) | A major feature has stopped working. |
P3 (Moderate) | A feature is not working as expected. |
P4 (Limited) | A question or minor error. |
Share Feedback
FastTract360 regularly sends Net Promoter Score (NPS) surveys to collect customer feedback.
When you see an in-app pop-up survey, please take a moment to share your experience - your input helps improve FastTract360.
Submit Product Ideas
If a feature isn’t available yet, you can share ideas with the Product Team:
Visit the Idea Pool to submit your ideas.
The Product Team reviews requests quarterly, and highly voted ideas may be added to the roadmap.
You can also stay updated via our Release Notes.
Best Practices
Always include screenshots and clear details in support tickets to speed up resolution.
Check the Help Centre first—it’s often the quickest way to find answers.
Take part in training sessions regularly to maximise system efficiency.
When you need help, start from the in-app messenger:
The AI assistant can suggest articles.
If needed, you’ll be connected to the Support Team and a ticket will be created from the same chat.
🤔 FAQs
Q1: Why can I still use the Salesforce Support Portal to submit a ticket?
Answer: The new in-app messenger is currently available only for customers on version 12.25 and above. If your environment is still on version 12.24, you may not see the messenger yet, so you should continue using the Salesforce Support Portal to raise a new support request for now.
Q2: How do I raise a new support case now?
Answer: This depends on your FastTrack360 version:
Version 12.25 and above – log in to FastTrack360, click the messenger icon in the bottom-right corner, then ask your question or choose the support option shown in the messenger.
Version 12.24 and below – continue using the Salesforce Support Portal to raise a new case until your environment is updated.
Q3: Can I still see my old tickets in the Support Portal?
Answer: Yes. You can still use the Salesforce Support Portal to view historical tickets and their status. If your environment is still on version 12.24, you should also continue using the portal to raise new tickets for now. Once you are on version 12.25, new support requests should be raised through the in-app messenger.
Q4: Do my existing Portal tickets move into the in-app messenger?
Answer: No. Existing tickets already raised through the Salesforce Support Portal will continue to be handled there until they are resolved. Once your environment is updated to version 12.25, new support requests can be raised through the in-app messenger.
Q5: I don’t see the messenger icon. How can I contact Support?
Answer: If you do not see the messenger icon, first check which FastTrack360 version your environment is using.
If you are on version 12.24, the messenger is not yet available to you. Please continue using the Salesforce Support Portal to raise a ticket.
If you are on version 12.25 or above and still do not see the icon, try refreshing your browser or logging out and back in.
If the icon is still missing after that, contact your internal system administrator for assistance.
Q6: Is the Salesforce Support Portal still supported for raising tickets?
Answer: Yes, for customers who are still on version 12.24. Because the in-app messenger is currently visible only in version 12.25 and above, customers on 12.24 should continue using the Salesforce Support Portal to raise support requests until they are upgraded.
Q7: Is the AI Assistant the only way to get support now?
Answer: No. The AI Assistant is available for customers on version 12.25 and above through the in-app messenger. Customers on version 12.24 should continue using the Salesforce Support Portal until the messenger becomes available in their environment.
Q8: When will I be able to see the Bot inside FastTrack360?
Answer: The Bot is currently available only for customers on version 12.25 and above. If your environment is still on version 12.24, you will not see the messenger yet. Please continue using the Salesforce Support Portal until your environment is updated.
Q9: Can you tell me who has admin access to raise tickets?
Answer: I can help with most how-to questions, but I’m not able to check your subscription plan or confirm who has admin access to raise tickets.
Please type 'Talk to a person' and I’ll route you to the right team for help.