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Blog

Meet Formstack’s Support Team

Annie Sullivan
February 8, 2022
|
Min Read

The only way a company succeeds is by supporting its clients, customers, and partners. That’s why Formstack’s Support Team is made up of dedicated tiers to address any and all issues users encounter when using our platform of workflow solutions.  

What does the team do? 

Formstack’s support team is made up of three unique support tiers who address the issues customers and partners report. First up is Tier 1. They are the backbone of the support team because they are the primary source of contact for new cases. It’s their job to start the triage process of assessing the issue, providing solutions, or passing the case up to Tier 2 or 3 for further investigation.  

Tier 2 specialists excel at taking a deeper dive into cases that need more involved investigation. They look into cases around things like email and system logs problems. They work tirelessly to get the issue resolved, and in the unlikely case they cannot, they escalate the issue to the Tier 3 team.  

Tier 3 are the subject matter experts on Formstack workflow solutions. They work closely with Tier 1, Tier 2, and product and engineering colleagues to look at the issue and resolve it as quickly as possible. Anyone from Tier 1 or 2 to Sales to CSMs can contact them to report an issue. For example, if a bug is discovered, they are the ones gathering a team to fix it ASAP.  

What sets Formstack’s team apart? 

Every team member realizes each ticket is as unique as the customer who submits it. That means that one-size-fits-all solutions don’t work for everyone. That’s why Formstack is committed to getting answers to individual questions and issues. If your workflow solutions aren’t flowing, then we want to get you back to work as quickly as we can.  

Additionally, our teams work seamlessly with each other to get every issue addressed as quickly as possible. They have regular triage meetings, ticket reviews, and troubleshooting evaluations together to ensure clients and partners continue to get the best product and service possible.  

And the final piece of the puzzle is the team members themselves. Sean Mistry, a Customer Support Specialist, says it best: “Everyone on the team gets along and understands each other really well. We're in tune with everyone's strengths and weaknesses and work together to help keep this well-oiled machine going strong. This level of cohesiveness allows us to take on any problem that comes our way and have fun while doing it. The results speak for themselves!” 

Who are our support team members? 

Just like our partners and customers, our support team members are located around the world. And it’s always nice to put a face with a name; so below, we highlight two of our hardworking team members.  

Magx's cats Archer and Lana

 

Sean's dog Zelda

Related: See some of our Formstack Pets on our Instagram page.

How can you contact the team? 

Anyone can submit a support ticket via the Formstack website. Customers can also contact our Support Inbox by selecting the "i" icon next to their name while logged in to the app. Some customers are eligible for phone support, and they can reach support team members by scheduling a call through Appointlet.  

If you have questions, don’t hesitate to reach out. Our Support Team is here to assist you every step of the way.  

 

Follow us on Instagram to learn more about our Formstack team members.

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Annie Sullivan
Annie Sullivan is the Growth Marketing Copywriter at Formstack. She lives in Indianapolis and loves writing, reading, and traveling.
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