Contact SatisFactory's support – Help center

Are you experiencing an issue with a feature or simply have a question about the SatisFactory platform? The Support team is here to answer your requests.

Our Support assists you with any request, whether it is technical (a bug, a display error) or functional (how to use an option, where to find information). Here are the cases where you can contact Support:

Need advice on how to use a feature
Incorrect configuration or use of the platform
Identification of an anomaly on the platform
Suggestion for platform improvement
Any other specific request related to the tool

For any contractual questions or project management matters, we invite you to contact directly your SatisFactory Customer Success Manager.

Contact SatisFactory Support

The ticket creation form is accessible at any time from a dedicated section of the platform. To access it and submit a request, you must first be logged in to your SatisFactory account, available via this link: https://feedback.satisfactory.fr/fr/login

Step 1: Access the ticket creation form

The location of the form is not the same on the old and the new versions of the platform. Here is how to find it in each case:

By clicking on the dedicated button, you will be redirected to the ticket creation form. Connection to our support platform, Zendesk, is done automatically via SSO, so that you can track the progress of your request.

Step 2: Complete the ticket creation form

In the form, start with the subject of your request. This part will be used as the email subject line in your exchanges with us. It should therefore be explicit and summarize your issue.

Then complete the priority field, according to the criticality of your request:

Priority	Definition
Low	The anomaly has a low impact on the use of the platform and can be fixed in a future update. Impact: Minor inconvenience, without major functional impact. Examples: Small typo in the interface Incorrect button alignment Request for cosmetic enhancement of the platform
Normal	The anomaly causes a minor malfunction that can be inconvenient but does not prevent the use of the platform. Impact: Does not affect all users or concerns a secondary feature of the platform. Examples: Incorrect display of an element in the interface Unclear error message that does not prevent the action Issue with a rarely used feature
High	The anomaly has a major impact on the use of the platform, but a workaround is possible. Impact: Affects a significant portion of users or concerns a major feature of the platform. Examples: A key feature is not working, but a temporary alternative exists Extremely long response times making use difficult Error affecting an important module (issue in data export, in the use of filters)
Urgent	The anomaly completely prevents the use of the platform or of a critical feature. No workaround is possible. Impact: Affects all users or concerns a function essential to the use of the platform. Examples: Server or site completely inaccessible Loss or corruption of critical data Impossible to log in to the platform

Then complete the other information related to your request.
Depending on the feature your request is related to, we may ask for additional details (titles, URL, etc.).

The text box allows you to describe your request in detail, adding all useful information to ensure proper understanding and processing.

Step 3: Consult documentation related to your request

When you enter the subject of your request, article suggestions from our documentation will be displayed. We invite you to consult them if they are relevant to your query.

Step 4: Add attachments to your request

In the last section of the page, you can also enrich your request by attaching additional elements such as screenshots, explanatory videos, or files, to facilitate analysis and speed up problem resolution.

In your tickets and for security reasons, please do not share any personal data. Whenever possible, only keep the relevant "experience_id" values in your CSV or XLS files. This allows us to identify the associated feedbacks without having to process sensitive information.

Step 5: Submit the request to Support

Once your request is qualified and ready to be transmitted to Support, you can click the red "Submit" button.

A message will then appear, asking you whether the documentation helped solve your request. If your request requires an agent's intervention, click the button "No, I need help".

Your request is then transmitted to the SatisFactory Support teams.

Track a ticket and communicate with Support

Track a ticket

Within a few minutes, you will receive a notification acknowledging your request, sent to the email address associated with your SatisFactory account. The email subject will be "[Request received] Ticket subject" and will come from "support@satisfactory.fr" ("Centre d'aide SatisFactory").

You can easily track the progress of your ticket processing. Our platform will notify you by email as soon as the agent managing your ticket updates or replies to it. Please make sure to allow emails from our sender address beforehand.

Reply to a ticket

To reply to the ticket, simply send an email within the exchange.

Add attachments to a ticket

You can attach files to your answers via email. However, as when opening a ticket, we ask that you do not transmit any personal data, even in this way.

Add contacts in CC to ticket exchanges

If you wish, you can easily add contacts in CC to your exchanges. To do so, simply reply to the acknowledgment of receipt of your request or add the desired contacts in CC during the exchanges.

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