If you experience issues with FastTract360 or need guidance on using the system, our Support and Training teams are here to help. You can contact Support from inside FastTract360, report issues, track tickets, and access a range of training options to improve your product knowledge.
⚠️ Important: From 16 February, all new support requests are handled through the FastTract360 in-app messenger. You can still view existing tickets in the external Support Portal, but you can’t create new ones there.
To raise a new case, use the messenger icon inside FastTract360 or the Help Centre.
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: All new support requests must be created from the in-app messenger inside FastTract360. You can no longer raise new cases via the external Support Portal.
💡 Tip: For faster resolution, include clear details, steps to reproduce, and screenshots when describing your issue.
Contact Support
Use Contact Support for quick questions that aren’t covered in the Help Centre.
Click the chat button at the bottom-right of the screen.
This opens a chat box where you can:
Type a message.
Copy and paste text.
Attach images.
Share links describing your concern.
Use the tabs in the messenger:
Home – Get help from the AI Agent or the Support team, and see the latest update articles.
Messages – Review your previous conversations.
Tickets – Track your support tickets.
Help – Find help articles.
📌 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’t I submit a support ticket on the Support Portal anymore?
Answer: From 6 January, all new support requests have been moved into the FastTract360 in-app messenger. You can still view existing tickets in the external Support Portal, but you can’t create new ones there. To raise a new case, use the messenger icon in the bottom-right corner of FastTract360.
Q2: How do I raise a new support case now?
To create a new support case:
Log in to FastTract360.
Click the messenger icon at the bottom-right corner.
Ask your question or click the option to Contact Support or Report an Issue.
The AI assistant will help first and, if needed, you will be connected to the Support Team and a ticket will be created for you.
Q3: Can I still see my old tickets in the Support Portal?
Answer: Yes. You can still log in to the Support Portal to view your historical support tickets and their status. However, any new issues must be raised via the in-app messenger inside FastTract360.
The My Open Cases section lets you monitor ticket updates and request additional information from the Support Team if needed.
Q4: Do my existing Portal tickets move into the in-app messenger?
Answer: Existing tickets that were created in the Support Portal will continue to be handled there until they are resolved. New tickets created after the change will appear in the in-app messenger under Tickets or Messages inside FastTract360.
Q5: I don’t see the messenger icon. How can I contact Support?
If you don’t see the messenger icon in the bottom-right corner:
Refresh your browser, or log out and back in.
Make sure you’re using a supported browser and your network allows access to FastTract360 resources.
If the icon is still missing, contact your internal system administrator, who can reach out to FastTract360 on your behalf.
Q6: Is email still supported as a way to raise tickets?
Answer: The primary channel for new support requests is now the FastTract360 in-app messenger. It ensures faster routing, better tracking, and a smoother experience. Please use the messenger icon inside FastTract360 whenever you need help.
Q7: Is the AI Assistant the only way to get support now?
Answer: No. The AI Assistant is available 24/7 to give you instant answers and suggest help articles. If it can’t fully resolve your question, you can ask to speak to a person, and you’ll be connected to the Support Team and have a ticket created from the same chat.