Submit a ticket by simply clicking on “Open New Ticket” above or in our support-desk portal at https://support.fm-designs.com

Alternatively, you can also send an email to tech@support.fm-designs.com and your email will be converted into a ticket.

You do not have to have an account, it will automatically be created.

When using the help-desk portal you will be required to enter:

• Your name
• Your valid email address
• Department
• Subject
• Comments or short description of your issue or request.
• Priority level (priority levels are explained on the next tab).

Ticket Priority is the level of urgency of your request.  When a ticket is received in our system, the priority level will determine the order in which tickets need to be looked at and worked on.

Currently, we have 4 levels. These levels are also influenced by the Service Level you have signed up for (Go vs Essential vs VIP) or if you have purchased a priority or other priority managed service plan.

Work in – Our usual response time is within a week. These types of tickets could be a general question or request that does not require immediate action by us OR something like a request for a new function that may require research.

Standard – The usual priority level. These tickets are worked on a First come First serve basis and after we have cleared all of our high priorities tickets.

ASAP – Action needs to be taken quickly (or as soon as possible) but it is not an emergency.

Drop Everything – Should only be used in a case that something MUST have immediate attention. Examples of this would be your site or email are offline, you have a time-dependent event, or other situation that would require our attention within a couple of hours.

Please keep in mind that due to the international nature of our clients, these response times are within our working hours based on the Central time zone, USA.

Why is it important to set the priority?

It is important to us that our client base fully understand that we function in a cooperative manner striving to provide everyone with prioritized and personalized service at a cost that offers far more value than any alternative service or even the industry’s standards. Doing your best to be mindful of this will ensure that not only will everyone receive the best service possible but that you will too.