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Help and support

⏱ 2 min readUpdated on

A question about the application: the Help and support page. A question about a calculation: this guide. A defect: a ticket, which the Fiplan team follows until it is resolved.

What it is for

Help and support, at the bottom of the sidebar, opens a page in three parts:

  • Guides: entering a file, reading the checks, delivering a report — each in a few steps;
  • Frequently asked questions: how long the bin keeps a file, assets that do not equal liabilities, adding a member, the tax rates;
  • My requests: your tickets, with their status — New, In progress, Answered or Closed — and the Support response, which also reaches you by email (reply to that email to continue the conversation).

When a Fiplan video is published, a Watch the video button appears on the screen it shows and a Videos block on this page; hosted by YouTube, it only loads when you click.

This guide is public: it can be read without an account, at /guide.

Steps

  1. Open Help and support.
  2. Click New ticket.
  3. Choose the Category — Limit increase, Bug report, Feature request, Billing or Other —, write the Subject and the Description.
  4. If the question is about a file, choose it in Related file (optional): the box I authorise Fiplan to view this file for this request appears, ticked. Untick it if you do not want support to open that file.
  5. Click Send ticket: it appears in My requests.
The Help and support page — the three guides, the frequently asked questions and the list of requests.
The Help and support page — the three guides, the frequently asked questions and the list of requests.

Worked example · Boulangerie Dupont SRL

The firm wants a fourth active file during the trial, which allows 3: it opens a “Limit increase” ticket with the subject “One more file during the trial”. The status moves to “In progress”, then “Answered”: the support response appears under the request and arrives by email.

Pitfalls

Assets ≠ liabilities: it is not your file. When assets do not equal liabilities in a financial year, it is a defect in the engine, not a finding about your plan: report it to support.
Support access: one file, 48 hours, read-only. The box opens that one file to Fiplan support, read-only, for 48 hours: nothing can be changed in it. Each view appears in the firm's activity. Support access — at the bottom of this page, and in Firm settings › Security and data — lists your authorisations and their views: Withdraw closes the access at once (the firm's owner or the author of the request).
One ticket per question. A precise request — the file, the screen, the amount — is handled faster.

What it changes

① Income statementNo effect€0.00A ticket changes no plan.
② CashNo effect€0.00Nothing is received or paid.
③ Balance sheetNo effect€0.00No entry.

Source

Fiplan convention (Support.tsx): the guides, the frequently asked questions, the categories and the statuses of the tickets; support access (acces_support: one file, 48 hours, read-only) and the replies (support_reponses).