Get help and contact support
Who to ask first
- Your administrator for new users, roles, password resets and company settings.
- These help articles and the guides for how-to questions.
- The FixedAsset Pro support team for problems the first two cannot solve.
Web edition: raise a support ticket
- Open Help › Support Tickets and click New ticket (or use Help › Contact Support).
- Enter a one-line Subject, choose a Category (for example How do I…, Something is not working, Access or sign-in, Reports and exports) and a Priority.
- Describe what you did, what you expected and what happened instead. Include any error reference shown on screen.
- Attach screenshots or documents if they help.
- Leave Include diagnostic information ticked if you agree. It adds the app version, language, time zone, screen size, browser and the current page. Passwords, tokens and your data are never included; Show what will be sent lets you check.
- Review and click Send ticket.
Follow the answers in the ticket. You can reply, add files, close the ticket when the problem is solved, or reopen it with a reason. You, your company's administrators and the support team can see your tickets.
The help panel in the workspace also has Ask a product question: it quotes matching passages from the documentation, and offers to create a ticket when nothing matches.
When support works in your account
To solve a problem, a support engineer may need temporary access to your organisation. Such access is time-limited, tied to a reason or ticket, and read-only or elevated. While it is active a banner names the support person, the reason and the expiry. You can end it at any time, and Help › Contact Support lists the support sessions that involved you with the actions recorded.
Desktop edition: what to collect
- Note the version from Help › About FixedAsset Pro.
- Write down the exact message and what you were doing.
- Ask your IT person for a diagnostics file: Administration › System Health › Download diagnostics, or Tools › Collect Diagnostics for users without system rights.
- Contact us through the contact page.