Introduction

Use in-app Support for account-specific questions when you can sign in to your organization workspace. In-app support keeps the case, replies, files, and support access approvals tied to your organization and support case number.

Use the public Contact us form if you cannot sign in, have a pre-sales question, need accessibility help, or need to reach FTE Tree about a general issue.

Create a support case

From your organization workspace, open Support and choose New support case. Enter a subject, category, priority, and message. After submission, the case receives a case number such as SUP-000001.

Use the case number when discussing the request with FTE Tree. It helps connect messages, attachments, support access approvals, and audit history to the same issue.

Send support files

You can attach files when creating a support case or adding a reply. Support files use the same private upload controls as other FTE Tree files:

  • File count and total size limits follow your organization settings.
  • Unsupported file types are rejected.
  • Downloads use secure, time-limited links.
  • Files stay tied to the support case and organization.

Do not upload raw payment card data. Payment methods are handled through Stripe-hosted pages, not support attachments.

Manage support access

Some support requests may require a customer-approved support access grant. Users with support access management can grant FTE Tree staff time-limited access for a specific support case, scope, and reason.

By default, the following roles can manage support access:

  • Full admin
  • Security admin
  • Access admin

Billing, viewer, department manager, import, and staffing-only roles do not include support access management by default.

Support grants can expire or be revoked. Staff cannot use an expired or revoked grant to enter a support session.

Staff access

FTE Tree staff support access is separate from your organization user list. A staff user does not need to be added as one of your organization users to work a support case. Staff support sessions are based on the support case and your approved support grant.

Support staff access is logged. Support cases, support grants, support sessions, attachment activity, staff case views, and billing metadata views are recorded for audit purposes.

Billing support

Billing support may require FTE Tree staff to review billing contact metadata, subscription status, invoice-related details, or Stripe customer identifiers. FTE Tree does not store or display raw payment card data. Payment card collection and card management remain in Stripe-hosted checkout and customer portal pages.

Public Contact Us form

The public Contact Us form still works for general questions and situations where you cannot sign in. For account-specific support, use in-app Support when possible so your request can include files, support access approvals, and organization-specific audit records.

Need help?

If you can sign in, open Support from your organization workspace. If you cannot sign in, please contact us or email us at support@ftetree.com.