Contacting the Falcon Support Team

Sometimes, you just need a bit of help. Luckily, our awesome Support team is always at the ready.

Most platform-related questions are answered in our Help Center. If you're missing an answer to your question, please let us know by submitting a ticket. We'll address your issue as soon as possible and update our content.

Status Page

We post all known issues and their current statuses on our Status Page.

If you encounter an issue on the platform, we recommend that you first check our Status Page to see if the issue is already known and being addressed by our team.

You can subscribe to receive status updates via email by clicking Subscribe to Updates on the Status Page.

Contacting Support

Contacting Support via In-App Chat

The easiest and quickest way to reach out to the Support team is through the chat service. Depending on your Falcon package, the team will usually be with you within 5-30 minutes.

Follow the steps below to begin a new chat from within the platform:

  1. Log into the platform.
  2. Click the Guides icon from the bottom right. screenshot-app.falcon.io-2019.06.22-15-18-54.png
  3. Click Send us a message to begin a new chat. mceclip0.png

Contacting Support via the Engage App

If you're on the go, you can also reach the Support team' chat service via the Engage Mobile App.

In the Engage App, click Settings (cog icon) followed by Support. The same chat window mentioned above will appear on your device, allowing you to send a new message or view previous conversations.

mceclip0.png

Note:

Any of your chats which took place on the Falcon platform will be accessible via the Engage App and vice versa.

Contacting Support via Email

If you'd rather get help through email, you can send your request to support@falcon.io.

You will receive an automated confirmation email shortly after. Depending on your Falcon package, you will usually receive a reply within 12-24 hours.

Hours of Support

The Support teams around the world aim to provide service at all times. On weekdays, that is close to 24 hours a day. In weekends, we have 9am to 5pm CET coverage.

Please be aware that our support hours change to 9am to 5pm CET during official company holidays in your region, such as EU Bank Holidays, US Federal Holidays, and recognized APAC Holidays.

Tips for Reporting an Issue

If you discover an issue with the platform, please consider the following when notifying our Support team:

Description
The more detailed and accurate your description, the easier it will be for our support team to identify the issue and resolve it.
Step-by-step
Providing a detailed description of your actions leading up to the issue helps us to replicate the exact circumstances under which it occurred.
Screenshots
An illustration of the issue will help Support locate it.
Frequency
Is this the first time you have observed this issue? Or has it happened repeatedly?
Errors
If you receive a system error message, please let us know what the message says or take a screenshot of it.

Reaching Other Departments

If you want to reach other Falcon departments, such as Billing or Legal, please reach out to the Support Team.

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