Introduction to Finalsite Support

Accessing Finalsite Help

You can access support after logging into the back end of your site. You can click any of the Help & Support links from your dashboard as soon as you log in. You can also select the "Finalsite Help" icon from the main navigation once you are in Composer.

The Finalsite Help menu brings together all of the various resources to learn about Finalsite, get answers to questions, share ideas, and contact Support for any help you might need.

Product Updates > See what's new

Stay up to date on all the latest software releases and bug fixes through this quick access menu. A number indicator will appear when a new update has been posted so you'll never miss out!

Knowledge Base > Search for articles

The Knowledge Base provides 24/7 access to thousands of help articles easily searchable for instant support. Expand the guide to get full access to Finalsite Support where you can access announcements, new features, available downloads, website status updates, and more!

Support & Training > Need help or training?

The Submit a Request option will open the ticket-entry window (if you have permission to create tickets). Tickets are the primary way to communicate with Finalsite Support about any issues you might have with your site. If you don't have ticketing rights, you will see the option to Contact a Site Administrator.

Have an idea to share or an improvement to suggest? Use the Share an Idea option to log your request! This portal is a way to connect our developers and Product Managers with our clients, so that we can get first-hand information from clients about how the software is used and what features would make it even more effective.

Browse other user's ideas and vote to show your interest in their suggestion. Any idea you've submitted or voted on will appear in "My Priorities" so you'll always have an update on its status. Also check out the "What's Coming" section to see what our developers are planning and building next!

Use Finalsite Training to access the on-demand webinars and courses that will teach you how to use various Finalsite modules and features. While you're there, challenge yourself to join an elite group and become Finalsite Certified!

The Composer Sandbox is an open Finalsite website that you can log into as an admin to try out new features or experiment with new approaches to site design that you don't want to deploy on your own site. The sandbox is open to all site admins and is reset to its initial state every month or so, with all files and customizations deleted.

Finally, utilize the View Status Page option to monitor your site's performance and stay informed of any posted incidents. Learn more about how to read status updates in the article Checking the status of your site. We strongly suggest that you subscribe to alerts so that you receive a text message or an email as soon as our status page is updated. 

Share an Idea > Suggest a new feature

Use this option to Share an idea about a new feature you'd like to see on the site. As mentioned above, this portal is a way to connect our developers and Product Managers with our clients, so that we can get first-hand information from clients about how the software is used and what features would make it even more effective.

Submitting Support tickets 

Submitting tickets is quick and easy by selecting the "Submit a Request" option from the Finalsite Help Menu or the Dashboard. This will take you to a form where you can let us know about your questions or concerns. The more detail you can provide us the better! The quicker we can replicate your issue, the quicker we can get started on a solution.

If you feel like your question could be better demonstrated by a video or a screenshot, there are a few free products that you can use to do this. One product we love is called Jing. This product allows you to create videos and upload them to their storage cloud for quick sharing of links to videos. 

If for any reason you are unable to reach the support portal, you can always email your support ticket to help@finalsite.com

Although we try to answer support tickets as quickly as possible, response times may vary depending on ticket volume.

Finding your Customer ID

If you have on-demand phone support, we will ask for your Customer ID the first time you call. You can find the customerID by logging into the Support Portal and looking at the upper right hand corner to view the number.