This article explains how to open and review Customer Support requests in Factorial.

This process is intended for users with Admin permissions. To submit or track tickets, you need access to Jira, the system Factorial uses to manage support requests. You don’t need to be a Jira expert—just log in through the Customer Support portal to see your tickets and responses.

If you’re not an Admin, you won’t be able to open a ticket yourself. In that case, contact an Admin in your company so they can submit the request on your behalf.

Before you open a ticket

Before submitting a request to Customer Support, keep the following in mind:

1. Who can open tickets
   Only users with Admin permissions can open support tickets through the Customer Support portal.
2. Where replies are shown
   Support replies are available inside Jira, the support portal, within each ticket. Email notifications only inform you of updates but do not include the full response.
3. Tickets cannot be reopened
   Once a ticket is marked as closed, it cannot be reopened. If you need further assistance, you’ll need to create a new ticket.

Accessing the form

The form is available in the Factorial support section. Access the support portal here.

Request Categories

When opening a support ticket, choosing the right request type helps the Support team handle your issue faster. Use the guidelines below to decide which option fits your case.

General requests

Choose General for questions or requests that are not caused by a system error.

Examples:

• Questions about how a feature works
• Billing or invoice requests (e.g. company name or VAT changes)
• Improvement or feature requests
• Translation or text issues in the platform
• API or SQL questions
• Security and privacy requests (e.g. user deletion, MFA)

Technical requests

Choose Technical when something is not working as expected in the platform.

Examples:

• Errors or unexpected behavior in the product
• Features that don’t load or respond correctly
• Issues that prevent users from completing an action
• Platform incidents or outages

How to review tickets from my companies

1. Log in to Jira
2. Navigate to Requests
   • In the upper-right corner, you will see your profile button, typically displayed with your initials
   • Click on your profile button, and a dropdown menu will appear
   • Select "Requests" from this menu

3. View All requests

• You will be redirected to a page displaying all the requests you have opened
• This view provides detailed information about the status of each request

Using filters to organise requests

Once on the Requests page, you can use the filters to refine your view and manage your requests more effectively:

1. By Status
   • Example:
     • Filter by Open Requests to see tickets that are still in progress.
     • Filter by Closed Requests to view tickets that have already been completed.

2. By Request Type

• Filter by the type of request to see whether it’s for a Technical Issue, a General Inquiry, or other categories.