This article brings together everything you need to know about communicating with Frisbii customer service and finding information about our application.
Frisbii community
Do you have a specific question about how our support works?
Need support access for yourself or a colleague? Here is a quick guide on how to create a ticket.
Please find below the answers to the questions most frequently asked by our customers about how our support works:
What is free standard support for?
Your license subscription entitles you to free standard support.
You also have access to our online documentation, updated and enriched weekly.
Our free standard support is available for:
Questions about how to use Frisbii (how to), if you haven't found the answer in our documentation.
Suggestions for enhancing the application's functional coverage. These will be shared with our product team and incorporated into future roadmaps where appropriate.
Report bugs on Frisbii package (in the case of application customization, please contact your integrator).
Why support is not available by phone?
When you open a ticket in our Support and Documentation Experience site, we always take the time to analyze your request before replying. Phone does not allow us to carry out all the checks necessary to provide you with the help you need.
Of course, if it's deemed necessary, a support agent can set up a Teams video call to interact with you.
How to get access to our support community?
All business users have free access to this knowledge base.
To obtain specific access to open a ticket, send an e-mail to customer-success@frisbii.com with the following information:
your professional e-mail address,
your first and last name
your position within your organization
As the answers may be technical, we advise you to reserve this access for your company's IT profiles (Salesforce admin, IT).
For any request related to your customization and specific processes, please contact your integrator.
How to get more help from Frisbii?
Do you need occasional help on a specific subject?
Do you need assistance over several months to optimize the configuration of a Frisbii feature?
We offer several solutions to meet your needs:
Silver offer: a ticket book valid for 12 months for one-off questions with our technical support (1 ticket = 30 min)
Gold or Platinium offer: extended support over several months with a dedicated contact person, by email and video call.
Intervention days with our Frisbii specialists
You can contact your sales representative, who will help you evaluate the best possible solution for your company.
How to update my version of Frisbii application?
Frisbii customers who are waiting for a bug fix or a feature improvement are given priority for updating.
You can also request an update of your Frisbii application every year to benefit from the latest developments.
Frisbii yearly updates are free of charge and included in your contract.
To initiate the process, you can open a ticket with our technical support team, who will propose a time slot.
Here are the steps for a successful update:
(You) Generate a full or partial sandbox from your production org
(You) Grant support access and send the org ID to Frisbii support
(Frisbii) Install the new version on your sandbox and notify you.
(You) Perform tests on your sandbox
(You) Confirm that the tests were successful and sign the validation report sent by the support agent.
(Frisbii) Update the production org
To help you prepare for a successful upgrade, please refer to this article
When should you open a support ticket?
Feature request or question about an existing feature
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If you are not a system administrator please contact your system administrator. He or she will probably have an answer to your request. Moreover, the administrator is the best person to reformulate your request in a technical way if it needs be transmitted to Frisbii support.
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Log in as an administrator to your Frisbii & Documentation space and click on the Contact Support button. Open a case for a feature or question about the use of a feature using the ticket creation form.
Note: if, in order to better respond to your request, the Frisbii Support Service asks you for access to your org, please follow this procedure Grant access to your org for the support team by granting access for one month.
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If you are not a system administrator please contact your system administrator. He or she will certainly find a solution to your problem. Moreover, Frisbii support requires administrator rights to correctly analyze the problem. Therefore, only the opening of a request by an administrator will be taken into account.
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Open a one-month support access to your production environment by following this procedure : Grant access to your org for the support team.
- This sandbox must be identical to your production environment. You will therefore probably need to create or refresh a sandbox. If possible, use a full sandbox, which will be an exact copy of your production environment and will already contain all the data.
- You may need to add data to it so that the Support Service can test and develop your configuration/development. This data must be comprehensive enough for the support service to reproduce your problem.
- Be careful not to make any configuration changes in parallel on your production environment while your problem is being resolved, as this would mean that the sandbox would no longer be identical to production.
- Open a ticket for each malfunction on Frisbii Community, specifying the following information:
Org ID of the two orgs to use
Complete and detailed description of the malfunction with the complete error messages
and the error emails.Description of the methodology (steps) to reproduce the malfunction
IDs and/or names of records with anomalies, on both orgs.
How is my ticket handled?
Here are the types of requests that are handled free of charge by the support team as part of your Frisbii license subscription:
Feature requestIf this feature is already available:
Our support team will give you further information on how to use it
An update of your application by the our support team might be necessary
If this feature is not available:
If it is included in our roadmap: we will inform you if possible of the date of availability of the feature and we will add you to the list of applicants to test it in priority
If it is not in our roadmap: we will study it to know whether or not we will add it to our roadmap. We will inform you of our decision.
While waiting for the functionality or in case of refusal to add it to the roadmap: we will propose to you the implementation of a specific solution in your environment (not included in the support guaranty).
How to requestsIf your request is for a Salesforce feature and not a Frisbii feature, you will be redirected to the Salesforce knowledge base and the Trailhead platform
If your request is for a Frisbii feature :
and an article is already available: you will be redirected to it.
and there is no article on the subject: you will be given an answer and an article will be written afterwards.
Malfunction of a native feature of the Frisbii applicationIf it is a Salesforce malfunction: you will be redirected to Salesforce Support.
If it is a non-native malfunction of the Frisbii application (i.e. it is the result of specific configurations in your environment): we will suggest a paid support intervention to resolve it.
If it is a native malfunction of the Frisbii application: it will be dealt with free of charge by the our support team.
How to submit a support ticket?
To submit a support ticket, simply log on to our Support and Documentation Experience site and click on the Contact Support button.
Remember: a complete ticket will be processed more quickly by our team, so please give as much relevant information as you can.
A few must-haves:Explain your request as much as possible and fill in all the fields
Insert screenshots of the bug or a copy of the error message
Grant support access and transfer the org ID to Frisbii support
See this article Frisbii Support - Open a case for more details.
How to grant access to your org?
Please see this article to get the procedure.
Only administrators can grant Frisbii Support access to a sandbox.
It is essential to notify the Support team on your open case when access is granted. Without message, they won't know they can intervene.