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Support & Help Desk Guide
Forjinn provides comprehensive support channels, documentation, and best practices to ensure every user, developer, and admin can get help, solve problems, and escalate critical issues effectively.
Support Channels
- Email/Ticket:
- support@forjinn.com
- Response within 24h (business days), critical issues prioritized
- Always include account info, workspace, flow/agent reference, and error description if possible
- ChatOps/Premium (if purchased):
- Slack/Teams/Discord channel direct access (setup via support@ email or sales)
- 24/7 urgent support for production deployments
- Knowledge Base:
- This documentation! Start here for setup, troubleshooting, how-to guides, and reference information
- Community Forum:
- Peer questions, feature requests, and user tips (platform link or Discord, if available)
- Community Forum URL:
https://community.forjinn.com
- Status Page:
- Live uptime, maintenance, and incident notifications (link: /status)
Getting Help
- Self-Help: Use the documentation (FAQ, guides).
- Search the Community: Use the forum for errors, known issues, or workarounds.
- Contact Support: Open a ticket/email with a detailed description of your issue.
- Escalation: For urgent problems/outages, use phone or mark ticket as P1/critical.
- Feature Requests: Use the community board or request form.
What to Include in a Support Ticket
- Your account email, org/workspace, environment (cloud, docker, k8s, etc.)
- Interface used (Chat Builder or Visual Canvas)
- Agent framework (Google ADK, CrewAI, AutoGen, or standard) if applicable
- Relevant logs, screenshots, error messages
- Detailed steps to reproduce if possible
- Flow/agent export (for workflow/component bugs)
- API Gateway endpoint details (for gateway-related issues)
- Priority level (normal/urgent/blocker)
SLAs & Response Times
- Standard: 8am–8pm UTC, Mon–Fri; initial response within 24h
- Premium: 24/7, initial response
<4h, critical P1 cases - Custom enterprise: by agreement (see SLA)
Support Best Practices
- Always check FAQ/troubleshooting first.
- Include as much context as possible for fastest resolution.
- For data-sensitive issues, request an NDA or encrypted channel.
- Confirm bug fixes on staging before applying to production.
- Provide feedback on support response and documentation gaps—you'll help us improve!
Incident Escalation
- Major outages/data loss: escalate by phone or designated channel.
- Suspected security incident: use the security contact for urgent triage.
Feedback and Documentation Requests
- If a guide is missing or unclear, open a ticket or post in the community. Docs are updated based on user demand!
Support is here to help you launch and run critical workflows—never hesitate to reach out for guidance, bug fixes, or training!