At Follett, we want to ensure that you have all of the tools necessary to succeed with Facilities Schedules. Please feel free to use the following as a guide as to when you should lean on your Customer Success Manager, and when you should submit a support ticket through out support portal.
When to Contact Support
Inside of Facilities Schedules, click Help > View Support Portal, and then Submit New Ticket at the top right of your screen
Call (585) 270-6676, option 2
Quick Product Feature Questions
What does this button do?
Basic Guidance on Features
Why was this request automatically approved?
Why is this group not seeing a certain building in the drop down menu?
Why was this group able to double book?
Documentation Questions or Requests
Is there an article that goes over this? I'd love to learn more about it
Troubleshooting Questions
I clicked this button and got an "Error Encountered" message
Integration Sync Questions
Can you help me determine why this event wasn't synced from our Athletic Scheduler?
When to Contact your Customer Success Manager
Strategy and Goal Setting with the Product
Helping you to achieve the goals you set for Facilities Schedules and strategize
Best Practices and Recommendations
Tailored to your needs, goals, and based on our knowledge and expertise
Customized Training for You and Your Team
Live training session(s) to ensure Facilities Schedules is being adopted by your team
Questions on Setting Up the System Post Onboarding
I'd like to start invoicing in the system, would you be able to help?
Can you go over Approval Paths with me again?
I need a refresher on this, can you help?
We want to make some changes to our request form, can we have a call to go over options?
Ideas for Product Functionality
Facilities Schedules would be even better if it could do this!
Not Sure Who to Reach Out To?
Send a message to your CSM and they will point you in the right direction!
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