How do I access the Flexi Support Portal, log an issue, and track it through to resolution?

When to use this

Use this article when you need to:

• Access the Flexi Support Portal (tickets.flexi.com) for the first time, or sign in again
• Report an issue or ask a question about Payables, Ledger, eInvoice or any other Flexi module
• Decide which severity to set on a new request
• Check the status of an open request or add more information to it
• Understand what happens after you submit, including response times and how fixes are delivered
• Escalate a request that is not progressing as expected

The Support Portal is available 24 hours a day, 7 days a week. Support Engineers are available Monday to Friday, 9:00 am to 6:00 pm Eastern Time, excluding the holidays listed in the FAQs below.

Steps

1. Go to the Support Portal. Open tickets.flexi.com in your browser. You will land on the Sign in to Flexi Support page.The Flexi Support sign-in page at tickets.flexi.com

2. Create your account or sign in.
   • New to the portal? Click Sign up at the bottom of the sign-in form and register with your work email address.
   • Already registered? Enter your email and password and click Sign in.
   • Each person who logs issues should register with their own email address so that updates go to the right person.

3. Open a new request. Click Submit a request in the top navigation bar.The Submit a request form. Fields marked with an asterisk (*) are required.

4. Complete the form fields. Fill in each field as described below.

   Field	What to enter
   Support needed for *	Choose the area your request relates to (for example, Access). Pick the closest match so your request reaches the right team.
   Sub Category	Once you choose a category, a related sub-category list appears (for example, Access Sub Category). Select the option that best describes the issue.
   Issue Severity	Select Critical, High, Medium or Low using the criteria in step 5.
   CS Business Impact	Select the business function impact area that best suits this issue.
   What URL do you use to access Flexi?	Enter the web address you use to log in to Flexi. This helps us identify your environment quickly.
   Subject *	A short, specific summary of the issue, for example "AP payment run fails for vendor group 200".
   Description *	Full details of the issue or question (see step 6).
   Attachments	Drag and drop or choose files: screenshots, debug logs, import files, error files and so on.

5. Choose the right severity. Select the severity that best matches the impact of the issue.

   Severity	Criteria
   Critical	An application failure of standard system functionality that disrupts business functions without a reasonable workaround. This includes being unable to continue a main use case due to a system error or crash, the system freezing, or incorrect logic. Data corruption, a break in data integrity, or loss of saved data.
   High	An application failure of standard system functionality that causes an inconvenience (possibly an interruption, but with a reasonable workaround) in performing business functions. System behaviour with a high impact on productivity, such as performance issues or the need for redundant data entry.
   Medium	A deficiency that does not interfere with business functions, or has a low impact on productivity. A question about particular system functionality, or the implementation of a feature, that is directly related to business functions or productivity.
   Low	A request for new functionality, or a change to how existing functionality works. General questions.

   Please note If a severity is not set in line with the criteria above, Flexi reserves the right to reassign it so that it accurately reflects the issue.

6. Describe the issue in detail. The more detail you give us up front, the faster we can help. In the Description, include:
   • The product or module affected (for example, Payables, Ledger, eInvoice)
   • The software version and build number where the issue occurred
   • Whether the issue is in your production (live) or test environment
   • Details of the issue, including any dependencies
   • The steps required to recreate the issue
   • Expected results: what you expected to happen
   • Actual results: what actually happened, including any error messages
   • A summary of any investigation already done to try to resolve the issue
   • Your internal reference number, if you track issues using your own numbering scheme
7. Attach supporting files. Attach screenshots, logs or other files directly to the request (you can also add them later by updating the ticket). When sending import files, include the import, error and layout files, and keep the file extensions exactly as they were at the time of the import.

8. Submit the request. Click Submit. A ticket number is assigned straight away. Please quote it in any related emails or calls.

   One issue per request Please log a separate request for each issue. Combining several problems into one request makes them harder to track and resolve.

9. Track and update your requests. Click your name in the top-right corner of the portal and select Requests from the drop-down menu.

Click your name in the top right to open the menu, then select Requests

The Requests page lists all your open and past requests with the subject, ticket ID, created and updated dates, and current status. Use My requests for tickets you raised and Requests I am CC'd on for tickets where you have been copied. You can search and filter the list.

The Requests page shows all your tickets and their current status

• Open a ticket at any time to view its history or add an update, comment or attachment. Flexi Support is notified automatically.
• When Flexi Support updates a ticket, the person who raised it receives an email. You can reply directly to that email to add information to the ticket.

Troubleshooting

• I did not receive a sign-up or password reset email → Check your spam or junk folder. If it still has not arrived after a few minutes, email support@flexi.com and we will help.
• I forgot my password → Click Forgot password? on the sign-in page and we will email you a reset link.
• I have emailed Support before but never registered on the portal → Click Request password next to "Emailed us for support?" on the sign-in page to set a password for the account linked to your email address.
• I cannot access the portal at all → Email support@flexi.com or call 1-800-Flexi-Help (1-800-353-9443). Your request will be logged and given a ticket number.
• My production system is down outside business hours → Call 1-800-Flexi-Help and follow the instructions to leave a priority voice message. The on-call technician will be notified.
• I have not heard back within the expected timeframe → Update your ticket or call Support and ask to escalate (see Contact us below).
• The severity on my ticket was changed → Flexi may reassign a severity that does not match the criteria in step 5, or lower it if we do not hear back within the response timeframes in the FAQs.

FAQs

Q: What are your support hours?

A: The Support Portal is available 24/7. Support Engineers are available Monday to Friday, 9:00 am to 6:00 pm Eastern Time. After-hours coverage is available to customers with premium maintenance agreements; ask your Flexi contact if you are interested.

Q: Which holidays is Support closed?

A: Support is not staffed on the following US holidays:

Q: Is the portal the only way to contact Support?

A: No. The portal is preferred because you get a ticket number straight away and can track progress online, but you can also email support@flexi.com or call 1-800-Flexi-Help (1-800-353-9443) to leave a voice mail. The same information is needed however you contact us.

Q: How quickly will a Support Engineer contact you?

A: After you log a request, we will confirm we have received it. A Support Engineer will then contact you within these maximum timeframes (in most cases, well before):

Q: What happens after I submit a request?

A: Many issues are resolved on the first response. More complex issues may need further research, more than one exchange, or additional tests on your side. In general:

1. Your request is logged in the Flexi Support Portal and assigned to a Support Engineer.
2. If a swift resolution is possible, the issue is resolved and the ticket is closed.
3. If not, Support attempts to recreate the issue internally. If we cannot, we may ask you to recreate it and share more detail.
4. If it still cannot be recreated, Support coordinates with Development.
5. Where a software change is needed, a Flexi development work item (FDWI) is created and assigned to Development. Your ticket is updated so you can follow progress.

Q: What if I do not reply when Support asks for more information?

A: To keep tickets moving, please respond within the timeframes below:

Q: How are defects and enhancement requests handled?

A: Functionality that is not working as intended is recorded as a defect (bug) FDWI and reviewed based on its severity. Requests to change standard functionality or add new functionality are classified as Enhancements, reviewed by the Product Review Committee (PRC), and prioritized for future releases. Enhancement requests should describe the business requirement and include use cases where appropriate.

Q: When will a fix be delivered?

A: The severity of your ticket becomes the severity of any resulting FDWI, which drives how and when a solution is delivered:

Q: What is the difference between hot fixes and service packs?

A: Hot fixes are built and deployed as needed for Emergency items in an Immediate update. Service packs are scheduled cumulative updates whose scope and dates are set by the CSC. Both are provided for the most recent GA release only. Enhancement requests are not delivered through hot fixes or service packs.

Q: How will I know when a fix or new release is available?

A: When a release containing your fix is available, your ticket is updated and the contact on the ticket receives an automatic email. Flexi Cloud customers receive updates automatically; on-premise customers receive a notification to download the update from the FTP site. A Flexi representative also checks in annually, normally during the 1099 preparation campaign or at renewal for cloud customers.

Contact us

If you still need help, or if you have any trouble signing in or submitting a ticket, contact Flexi Support:

Need to escalate?

If you feel you are not receiving support within the timeframes above, or have any other concerns:

1. Contact the Support team and let them know you need to escalate: update your ticket, call 1-800-Flexi-Help, or email support@flexi.com.
2. Ask for the Manager of Customer Support by calling 1-800-Flexi-Help.
3. Ask for the Vice President of Customer Success if you still need to escalate after speaking with the Manager of Customer Support.

Follow Flexi

• LinkedIn: linkedin.com/company/flexiinternational-software
• X (Twitter): x.com/Flexi_Software
• Facebook: facebook.com/FlexiInternationalSoftware

The policies in this article are operational guidelines and are subject to change without notice.