How to Raise a Support Ticket
You can create a ticket from the Support Messenger inside your Formulayt account.
To raise a ticket:
Click the Blue button in the bottom right of your screen
Select “Create a ticket”
Choose a ticket type
Add a title and description
Click “Create a ticket”
Not able to access your account? Send us an email at support@formulayt.com and our team will create a ticket on your behalf.
Support Ticket Types
Choose the ticket type that best matches your request. Each type requires specific details.
Question
Use a Question ticket when you need help using Formulayt or understanding a feature.
Include the following details:
Relevant Gate IDs and page URLs.
The platform area you are using (for example: Style Manager, Rules Engine, Translation Manager)
Any specific integrations or features involved
Clear context helps the team provide accurate guidance.
Problem Report
Use a Problem Report when something is not working as expected.
Include the following details:
Form type(s) affected
When the issue started
Any recent changes made
Whether the issue affects all forms or specific ones
Any error messages
Steps to reproduce the issue
Whether the issue affects all users or specific regions
Detailed problem reports help the team investigate and resolve issues faster.
Configuration Change
Use a Configuration Change ticket when you need updates to your current setup.
Include the following details:
Your current settings
The specific changes required
Whether the change applies to all forms or specific templates
Your required timeline
Important: System-wide changes require admin approval as part of the change management process.
Feature Request
Use a Feature Request to suggest new functionality or improvements.
Include the following details:
The functionality you need
Your specific use case
How the feature would improve your workflow
Examples of similar features (if available)
Clear use cases help prioritise feature development.
Other
Use the Other ticket type for requests that do not fit the categories above.
Provide as much detail as possible so the Support team can route your request correctly.
Best Practices for Raising Tickets
Follow these best practices to speed up resolution:
Provide clear and specific descriptions
Include relevant Gate IDs, URLs, and screenshots where possible
List steps to reproduce issues in order
Avoid vague terms like “not working” without context
Well-structured tickets reduce back-and-forth and lead to faster outcomes.
What Happens Next?
After you submit a ticket:
The Support team reviews your request
You may receive follow-up questions
Updates are shared directly in the Support Messenger
You can track and respond to tickets at any time from your Formulayt account.