Contact SatisFactory's support

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

Our Support team 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 using a feature
• Incorrect configuration or use of the platform
• Observation of an anomaly on the platform
• Any other specific request related to the tool

For any contractual question or regarding the management of your projects, we invite you to contact your SatisFactory Customer Success Manager directly.

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, accessible via the authentication page: https://feedback.satisfactory.fr/en/login.

Step 1: Access the ticket creation form

You can access the form from the left sidebar via the "Help" tab.

The "Help" tab centralizes all the tools and resources allowing you to deepen your knowledge of the platform features or to obtain support.

By clicking on the "Support" button, you will directly access the ticket creation form. The connection to our support platform, Zendesk, is done automatically to allow you to follow 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 inserted as the email subject of your exchanges with us. It must therefore be explicit and summarize your problem.

Then fill in the priority level, according to the criticality of your request. We invite you to consult our guide on priority levels (SLA) to find out more.

Then complete the other information related to your request. Depending on the feature related to your request, we are likely to ask you for more details (labels, URLs, etc.).

The text area allows you to detail your request or query, adding all information useful for its proper understanding and processing.

Step 3: Consult the documentation related to the subject of your request

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

Step 4: Add attachments to the 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, in order to facilitate analysis and accelerate problem resolution.

⚠️ In your tickets and for security reasons, please do not transmit private or sensible data. Whenever possible, only keep the relevant "experience_id" in your CSV or XLS files. This will allow us to identify the associated responses without having to process sensitive information.

Step 5: Send the request to support

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

Your request is then transmitted to the SatisFactory Support teams.

Follow a ticket and interact with support

Follow a ticket

Within a few minutes, you will receive a notification that your request has been taken into account, at the email address associated with your SatisFactory account. The email subject will be "[Request received] Subject of your ticket" and will come from "support@satisfactory.fr" ("Centre d'aide SatisFactory"). You can easily follow the progress of your ticket processing. Our platform takes care of notifying you by email as soon as the agent managing your ticket updates it or responds to it. Beforehand, please authorize the receipt of emails from our sending address.

Reply to a ticket

To reply to the ticket, you simply need to send an email in the interaction.

Add attachments to the ticket

You have the possibility to attach files to your email replies. However, as when opening a ticket, we ask you not to transmit any personal or sensible data, even via this means.

Add contacts in copy of ticket interactions

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