Technical Support

1: Email Support

Email Support is available as follows:

Tickets to the support team can be submitted via email or via the help button within the Forsta Plus Digital Diaries Product
Phone, chat, and online screenshare not available
When opening a ticket, a link to the project and summary of the issue should always be included. Examples of info that would be part of the summary:

General support and Knowledge base referral for DIY and full-service projects
Escalations to Project management and Participant support (if applicable) for Full-Service projects
Clarifying online documentation
Replicating bugs and submitting product defects
Defining the feasibility of the request within the standard toolset
Troubleshooting of issues for both participants and researchers on DIY and full-service projects
Enabling Open Registration, Obscure PII, and Google Placement

Roadmap Questions
End client account information (such as remaining participant days, contract information, and subscriptions)
New Researcher User creation
Enabling services that require change on a company level (such as Mobile, Concept Canvas, project extension for Licensed users, account creation, enabling the add new project function)
Submitting feature requests for DIY clients

Custom programming of the project
Testing projects on behalf of clients
Updating existing projects
New Observer User creation
Troubleshooting related to outside links (such as 3rd party survey links)
End client account information (such as remaining participant days, contracts, subscriptions, and price quotation)

Support for individual ad hoc projects (Helping Hands), including platform training, study setup preparation & review with client, and deliverables
Full project management (excluding segment contact)
Usage Questions for full service projects
Suggesting Features based on the client's requirements