We updated the Request Support form to capture better information, allowing our team to troubleshoot and resolve your issues more quickly.
What has changed
More subcategories
The "Troubleshooting" option has been expanded into specific issue types (e.g., Technical Issue or Error, Blueprint Launches, Log In or Account Access).
Additional fields
Depending on the category you choose, the form will display tailored fields to gather required details.
Automatic URL link
The form will automatically populate the exact URL of the Fluency page you were on when you clicked the support button, giving our team instant context.
Default Fluency assistance
The "Require Fluency Assistance" toggle has been removed. Any troubleshooting subcategory automatically flags your post for support team assistance by default. Note: Selecting “Knowledge Share” and “Product Feedback and Suggestions” will not ping the support team.
Submitting a support request
Hover over Fluency Help (question mark icon) in the bottom-left, and select Submit a Request.
From the dropdown menu, select the category that best matches your issue.
(Required) Fill out the Subject and Description fields.
Drag and drop any relevant images directly into the Description box.
Complete the fields that appear based on your category selection. Examples:
Blueprint Launches:
Blueprint Name
Target Launch Date
Log In or Account Access:
Affected Username
Affected User Email
Technical Issue or Error:
Channels (e.g., Search, Display, Google Shopping)
Product Area (e.g., Data Sources and Templates)
The URL link field automatically populates based on your current page location.
Select a Severity Level (Low, Medium, High, Critical).
Add Tags if applicable.
Click Submit.