Prepare a Support Request
Provide as much information as possible to help your internal FastTrack360 Administrator and the Customer Service Centre investigate the issue.
Describe the issue clearly and include specific details about what happened.
Explain the steps you followed before the issue occurred.
Record any error messages displayed.
Include relevant screenshots and logs when available.
Ask your FastTrack360 Administrator to submit the request to the Customer Service Centre.
FastTrack360 Administrators can contact Technical Support using Log a support request.
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.
💡 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.
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.
📌 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: 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.