Overview

Support and administration articles cover the areas that keep an organization running: support, messages, comments, activity history, billing, retention, and account management. These topics affect how users get help, review changes, receive notifications, and handle subscription or retention questions.

Use this section when you need to contact FTE Tree, understand notifications, review activity history, manage billing visibility, or explain how data and account deletion requests are handled.

Access needed

Activity Access needed
Manage your own profile and notifications Available from your account settings
Manage organization messages, activity history exports, billing, or support access Message, billing, support, or activity history export access
Access setup See Permissions and roles.

Most users only need their own profile, messages, comments, and activity history for information they can view. Organization administrators may also manage billing, support access, history exports, notification defaults, and retention questions.

Where to start

  • Support and contacting FTE Tree: Learn when to use Contact support from your organization, when to use the public support form, and what information helps resolve a request.
  • Activity history: Review activity history, note settings, approval notes, import history, file attachment safety checks, and available exports.
  • Collaboration, messages, and notifications: Understand organization messages, comments, mentions, comment email, digests, privacy protections, and notification preferences.
  • Billing and subscriptions: Review paid position limits, who can see billing, billing contact information, payment method updates, plan changes, invoices, and cancellation.
  • Data retention and account deletion: Understand retention windows, deletion requests, activity history retention, and what may remain for legal, billing, or security reasons.

Start with the article that matches the user action. For example, a missed approval email belongs in messages and notifications, while a record-change question belongs in activity history or the related position, employee, department, or approval article.

How these topics connect

Support and administration use the same access rules as the rest of FTE Tree. Activity history shows recorded changes and who made them. Notifications help users act on messages, approval work, comments, and missed activity. Billing determines how many active positions the organization can manage. Retention rules explain how long different records are kept.

Comments, approval notes, action notes, and support messages each serve a different purpose:

  • Comments are for discussion on a record.
  • Approval notes explain an approval decision.
  • Action notes explain an action being saved.
  • Support messages help resolve a question with FTE Tree.

Choosing the right place keeps later review clearer.

Administration checklist

Use this checklist when first setting up FTE Tree and during periodic reviews.

Area What to confirm
Administration Organization administrator assignments are current; FTE Tree does not require one permanent organization owner.
Access User roles, department access, MFA, SSO, and active sessions match current responsibilities.
Notifications Organization defaults and personal comment email choices support the team’s needs.
Support Troubleshooting access is approved only when needed and closed afterward.
Billing Plan, usage, billing contacts, and payment access are current.
History Activity history and available downloads support review of important changes.
Retention Expectations are understood before cancellation, account deletion, or legal hold discussions.

Start with the symptom

Use the symptom as your starting point, then follow the linked guidance for the affected area.

What happened First things to check Continue with
A user cannot see a record, page, or action Confirm the user opened the correct organization, remains active, has the required role and department access, and is looking at the intended date. Also check whether the information is inactive, historical, future-dated, or available only after approval. Cannot see a record or action
A position or report total looks unexpected Confirm the effective date or report period, approved or proposed selection, position status, FTE, pay, annual hours, adjustments, funding, and assignments. Position cost or FTE looks wrong and Report totals do not match
A request cannot be submitted or is not moving Confirm every required stage has an active eligible approver other than the requester, the request is at the expected stage, and the people involved still have access to the position’s department. Request cannot move forward
An import cannot be validated or completed Open Review issues, download the row details, confirm the file uses a newly downloaded template, and correct every reported row. If the values appear valid but work still cannot finish, contact Support with the import number and approximate time. Import will not validate or complete
An expected email did not arrive Confirm the account email is verified, review personal and organization notification choices, check spam or quarantine, and ask the email administrator to allow FTE Tree messages. Email or notification did not arrive
A user cannot sign in or complete an MFA check Confirm the required sign-in method, use an unused recovery code when available, and determine whether recovery belongs in FTE Tree or with Google, Microsoft, or the organization’s company sign-in service. Cannot sign in or complete MFA

When to involve FTE Tree

Contact FTE Tree when you need help with billing portal access, subscription changes, administrator access recovery or continuity changes that your administrators cannot complete, data deletion requests, support access questions, or behavior that does not match the documentation.

Include the organization name, the affected position, employee, request, report, or other area, any available request or position number, the approximate date and time, and screenshots only when they do not expose unnecessary sensitive information.

Common questions this section answers

  • Where should a user ask for help?
  • Which notifications can users control themselves?
  • What is visible in activity history?
  • Who can view billing information or manage subscription changes?
  • How long are activity history, security, notification, and account records retained?