Getting support

When something doesn't work, or you can't find how to do something, ask us. A person at Fifi reads every ticket and replies inside Fifi, and we email you when we do. You can add details and screenshots, see where your ticket stands, and reopen it if the problem comes back.

Support is on every plan. What differs is how quickly we aim to reply (response times).

Before you ask. The guides answer most questions, and the chat and the form show up to three that match what you type. If you can't sign in at all, email the support address at the bottom of the sign-in page (Fifi can't open a ticket for someone who isn't signed in).

Who can do it:

1. Ask for help

There are several ways in, all of them for every active member:

• Get support in the sidebar's Help and settings group (on a phone, under More), and in your account menu.
• ⌘K (or Ctrl+K): type "support", "help", "ticket" or "report a problem".
• Still stuck? Get support at the bottom of every help guide. If you aren't signed in you'll be asked to sign in and brought back to the form.
• Report this problem on Fifi's error page, with the error reference filled in.

In a sample workspace Fifi says "Samples can't contact support. Create a workspace to ask us anything."

The chat with Fifi's assistant

When the assistant is on (it is, unless your workspace's owner or admin turned it off, or Fifi's AI service is resting), Get support opens a short chat before anything is sent to a person. You can skip it at any time: Use the form instead on the chat page opens the form below, and the ticket you get is the same.

1. Pick a topic (How do I…?, Something's broken, Billing or plan, My data or privacy, or Something else).
2. Say what's going on in up to 1,500 characters. Under the box, Fifi tells you what it will hide before the AI sees your words ("We hid 2 email addresses and a phone number before asking the AI"). Ctrl or ⌘ + Enter sends.
3. Fifi's assistant (always labelled "Fifi assistant (AI)") replies with one of three things:
   • a question (at most two in a chat) when one short question would change the answer;
   • an answer from Fifi's own help articles, with the articles it used listed under it, and three buttons: That solved it, Not quite and Talk to a person;
   • or, when it isn't sure, links to the three help articles that fit best and Send this to our team. It doesn't guess.
4. Talk to a person is on the page the whole time, and so is a link to the help articles.

The assistant can be wrong. Read what it says, and click Not quite if it doesn't fit. Please don't type passwords, card numbers or your customers' personal details; Fifi hides what it recognizes, but it can't recognize names.

You can leave and come back: your open chat is still there (one open chat at a time).

What the assistant sees

The AI is Claude, by Anthropic. Anthropic doesn't use this to train its models. Nothing is sent when your owner or admin has turned the assistant off (Settings → Workspace → Use Fifi's AI to help with support questions).

What "That solved it" means

A chat counts as answered only when you click That solved it. If you just close the page, nothing is sent to anyone and the chat is closed after 24 hours. Chats that never became tickets are deleted 30 days after your last message.

Some topics go straight to a person

If you mention billing (a charge, a refund, cancelling), security (a hacked account, someone else signing in), lost data (all your contacts gone), a privacy or legal request, or that everything is down, the assistant doesn't answer. Fifi says "This needs a person" and offers to send it to our team at once, with a higher priority for security and lost data.

Sending the chat to our team

Send this to our team shows a confirmation: a short summary (the assistant's one-line understanding, which you can change), a box for extra details for our team (not shared with the AI), an optional phone number, the technical details, and the reminder that owners and admins can see the ticket. Send to support makes the ticket and shows its number. The conversation so far is the start of the ticket, and a short "how we understood this" summary is written for you and for us.

Limits on the chat

To keep it useful and cheap for everyone: 1,500 characters a message; 12 of your messages in a chat; 20 messages an hour and 60 a day per person; one open chat per person; the same message twice in a row is refused. When a limit is reached, Fifi says so and offers the ticket. If Fifi's AI is resting or over its daily budget, you see the form with "Our AI helper is resting; send this to our team and we'll reply by email."

The form

When the chat isn't on, or you choose it, the form asks for:

1. What do you need help with? How do I…?, Something's broken, Billing or plan, My data or privacy, or Something else.
2. Where in Fifi? The page you came from is already chosen.
3. Short summary (3 to 120 characters).
4. What happened? (10 to 1,500 characters) and, if you like, What did you expect? (up to 500).
5. A phone number (optional, US or Canada), only if you'd like a call-back.
6. Share technical details (on by default). Open What's shared to see exactly what goes with the ticket.

Please don't paste passwords, card numbers or your customers' personal details. Owners and admins of your workspace can see your ticket (see who can see a ticket).

Send to support shows your ticket number (like FIFI-001234), where we emailed the details, and how soon we usually reply. If the email doesn't arrive, the ticket is still there under Support.

What "technical details" means

A short, fixed list: Fifi's version, the kind of page you were on (such as "a contact page", never which contact), your plan and business type, which modules are on, your role, your browser type and screen size class, your time zone and language, the last few error references, and whether your mailbox is connected. It never contains your name, email, workspace name, IP address, a record, or what you typed anywhere in Fifi. Untick the box and nothing is attached.

Priority is ours to set

You choose the topic; Fifi works out how urgent it is from the words you use (for example, a hacked account or lost data comes first, then problems signing in). Our team can change it.

2. Your tickets

Support (the sidebar entry; Get support → My support cases) lists your tickets: number, subject, status, last update, and a New reply marker when we've answered since you last looked. The sidebar entry shows a count of your tickets with a reply you haven't read.

• Mine is the default. Owners and admins also get Everyone's.
• Open and Closed tabs; search by ticket number (FIFI-001234 or 1234) or subject words; 25 to a page.

Statuses, in words

A ticket waiting on you for 7 days is marked resolved ("Closed for no reply; reply to reopen"); a resolved ticket with no reply for 7 more days is closed. Nobody is emailed about those two changes.

3. A ticket's page

The page shows the number, subject, status, category, when it opened and "We usually reply within …". Below: what we understood your request to be, then the conversation (each message labelled You, the name of the person at Fifi support, or a teammate), and a reply box.

• Reply (up to 4,000 characters; Ctrl or ⌘ + Enter sends). A reply to a ticket that's waiting on you or resolved reopens it.
• This is solved marks it resolved. You can still reply to reopen it for 14 days.
• Reopen brings back a resolved ticket, or a closed one within 14 days of its resolution. After that the page says "This case is closed. Start a new one" and the new ticket starts with "Follow-up to FIFI-001234".
• Download this case gives you the ticket and its messages as a plain-text file (the person who opened it only).

The page refreshes itself every minute and when you come back to the tab. If something changed while you were typing, Fifi says so, keeps your text, and offers Reload.

Screenshots

Add up to 5 pictures (PNG, JPEG or WebP, up to 5 MB each) to a ticket that's open: Add a screenshot, or paste a picture. Fifi checks the file itself (not its name), removes hidden details such as a phone photo's location, and counts them against your workspace's file space.

• Screenshots can show customer information. Hide it if you can. Our team and your workspace's owners and admins can see them. They are never sent to an AI.
• Only the person who added a screenshot can remove it, until the ticket is resolved. A removed screenshot is deleted that night.

4. Email updates

We email the address you sign in with (never another) when:

• you open a ticket (the details and a View your ticket link);
• our team replies (the reply is in the email; please reply in Fifi, not by email);
• we ask you for more, or mark it resolved.

The links ask you to sign in and then open the ticket (switching workspace if needed). They never sign you in by themselves. If the email's footer shows a support address, a reply to the email goes there and a person adds it to your ticket by hand, which can take longer than replying in Fifi.

Who can see a ticket

You, and the owners and admins of your workspace. Other members never see your tickets, and you never see theirs. The form says so before you send. Fifi's support staff see the ticket (and the technical details), but nothing else in your workspace: no contacts, deals, email or other records. Owners and admins can see when our staff look: your Activity log shows lines such as “Fifi support viewed FIFI-001234”, “Fifi support replied on FIFI-001234” and “Fifi support viewed the workspace’s diagnostics”, with the ticket number and never the words. A person who has been removed from the workspace can't open it, and neither can anyone in another workspace.

A ticket number is just a label: knowing one opens nothing.

How quickly we reply

We aim to send a first reply within these business hours (Monday to Friday, 9 am to 5 pm Eastern time). They're goals, not promises. During the beta we're a small team, so replies may take longer.

Your plan is the one Settings → Plan shows for the workspace.

Limits

To keep support fast for everyone: 5 tickets an hour per person; 10 new tickets a day per workspace; 5 open tickets per person and 15 per workspace; 30 replies and 15 screenshots an hour per person; and a brand-new account can open 2 tickets in its first day. Fifi says which limit you reached and when to try again.

What we keep, and for how long

The owner's Export all workspace data includes support_cases.csv and support_messages.csv (never staff-only notes, and no screenshots).

When something goes wrong

Related guides

• All guides
• Troubleshooting and FAQ
• Known issues
• Roles and permissions
• Security overview