Purpose Statement

• This article explains how to submit a support ticket for technical issues or questions within the platform
• It also outlines how to use the Knowledge Base for self-service support and when to escalate to the support team
• The goal is to ensure users can quickly get help and track their requests efficiently
• If you would rather, you can contact support via phone call at 516-874-5818

Background Information

• The platform provides multiple support options:
  • Knowledge Base: Self-service articles and guides
  • Support Tickets: Direct assistance from the support team
  • Feature Requests: Submitted through the “Submit an Idea” option
• Users are encouraged to search the Knowledge Base first before submitting a ticket, as many common questions are already addressed
• Creating a support account allows users to:
  • Track all tickets in one place
  • View ticket status (open/closed)
  • Respond to support team updates

Required Permissions

• No special permissions are required to submit a support ticket
• Users must have access to the platform and/or Knowledge Base
• Creating a support account is recommended but not required

Video

Step-by-Step Guide

Access Support Options

• Click the First Due icon in the upper-left corner of the platform
• Navigate down the menu:
  • Select Support (above your username) for technical help
  • Select Submit an Idea (bottom of the module list) for feature or enhancement requests

Open the Knowledge Base

• Click Knowledge Base from the Support menu
• A new browser tab will open so you can continue working in the platform

Search for Existing Answers

• Use the search bar to enter keywords related to your issue

• Review suggested articles or browse by module to find relevant guidance

Submit a Support Request

• If you cannot find a solution, click Submit a Request in the upper-right corner

• (Recommended) Click Sign In to create an account for tracking tickets
  • When you click Sign In, you will be directed to the Sign In page. 
  • If you are creating an account, click New to First Due Customer Support Sign Up.

Complete the Request Form

• If you elected to not create a account or sign in, type in Your Email Address
• Enter a Subject (a list of suggested articles may appear)
• Select a Priority Level (Low, Normal, High, Urgent)
• Choose the appropriate Module
• Enter a detailed description, including:
  • Steps taken
  • What was expected vs. what occurred

Attach Supporting Files

• Upload screenshots or videos to help illustrate the issue

Submit the Ticket

• Click Submit

  

   

• Confirmation will appear in the upper-right corner

Track and Manage Requests

• Access your tickets by clicking your profile dropdown → Requests

• Filter tickets by status 
  • Any 
  • Open
  • Awaiting Response
  • Closed

• Add comments or respond to the support team directly within the ticket

Best Practices

• Always search the Knowledge Base before submitting a ticket
• Use clear, descriptive subject lines
• Provide step-by-step details to speed up resolution
• Include screenshots or videos whenever possible
• Create a support account to manage and track all requests
• Select the correct module to ensure faster routing to the right specialist

Troubleshooting & FAQs

Q: Should I submit a ticket or a feature request?

• Use Submit a Request for technical issues
• Use Submit an Idea for enhancements or new feature requests

Q: What happens if I submit a ticket as a guest?

• You will receive updates via email, but you will not have a centralized view of all tickets

Q: Why should I create a support account?

• It allows you to track all requests, view statuses, and respond in one place

Q: What if I don’t receive a response?

• Check your email (including spam) or log into your support account to view updates

Q: Can I update my ticket after submission?

• Yes, you can add comments or additional information through the ticket thread

Q: What if I’m having trouble accessing support?

• email: support@firstdue.com
• Phone Number- 516-874-5818