Contact Support

00:00: FL3XX provides dedicated support to keep your operations running smoothly.

00:04: With global support hubs, 24/7

00:07: assistance, and a team of aviation experts. Our goal is to

00:11: ensure you get the most out of FL3XX, every step of the way. This

00:15: video will provide best practices for optimizing your communications with

00:19: our support team to get you precise responses faster.

00:23: Although it is possible to send an email, it is much preferred to submit a

00:27: ticket directly from the web or mobile apps.

00:31: Everything in FL3XX has an ID and you can see it in the URL. By

00:35: submitting a ticket directly from the affected page or element within FL3XX,

00:38: your ticket maps our support team directly to where you need help.

00:42: So if you have a problem with an aircraft, for example, open the aircraft page, select

00:47: the affected aircraft, then submit the ticket.

00:50: Likewise, if you have a problem with a Person, such as with an address or passport,

00:55: select that Person and then submit the ticket so we can quickly and

00:59: easily confirm their FL3XX ID.

01:02: Let’s submit a ticket from the Dispatch module for a problem on a specific

01:06: flight. We start with the flight strip expanded in the affected panel.

01:11: Click on your name to open the drop down list.

01:14: Click the ‘Contact Us’ button to initiate a support ticket.

01:18: Select the priority level. P1 equals critical impact

01:22: service unusable. P2 equals

01:26: high impact service, use severely impacted.

01:30: P3 equals a medium impact service use partially impaired.

01:35: P4 equals low impact service usable.

01:39: Help us quickly understand your needs in the title of the ticket, which will be the subject of

01:44: the email created. In this example, we will simply write “Location Disconnect”

01:49: Describe the issue as specifically as possible, even with submitting

01:53: from the correct URL. It is helpful to have identifiable information in the

01:57: descriptions, such as booking reference, flight number and date.

02:01: Here’s an example, booking, Orchid flight 1929a, from

02:05: kvny on August 18th, there is a location disconnect for

02:09: Amelia Earhart, but Amelia was never scheduled in Madrid.

02:13: Can you please help us resolve the warning?

02:15: Pilots like pictures and so does our support team screenshots and videos

02:19: are incredibly helpful. Once your ticket is received the first

02:23: thing, our team will do is verify the issue. We want to see if you have filters applied

02:28: or how you’re sorting lists. So, a screenshot of the entire page including

02:32: the URL is a good idea.

02:35: Press ‘Send’ to submit your support request and attachments.

02:39: Support is a shared inbox with teammates around the globe.

02:42: Once a ticket is responded to it remains with the flex owner until

02:46: closed. Unless it needs to be escalated or handed over across time zones

02:50: for urgency. It is a best practice to respond to the original thread to

02:54: continue discussing an issue that is already under investigation.

02:57: Likewise it is helpful to not introduce new topics

03:02: on responses to tickets. New topics are best handled with the new

03:06: ticket for any login issues with your team.

03:08: Those should be handled internally by your organization for your security

03:12: are support. Team cannot reset passwords.

03:17: Thank you for taking the time to watch this video. We look forward to continuing to

03:21: support your business needs.