General

At Flexybox support, we offer support in both Danish and English.

Regardless of how you choose to contact us, your inquiry will receive a ticket number. This is a common reference number that makes it easy to track, organize, and follow up on cases. It ensures effective communication and helps you see the status and history of each case.

At Flexybox, we offer two types of phone support.

Our support phone is for those who prefer to speak with us rather than contacting us in writing. Through the support phone, a plan will be made for how your issue will be resolved if it cannot be solved during the first call. The plan will often involve scheduling a meeting with a specialist via Calendly, who will assist with a solution.

Support Phone Hours: Every weekday from 10:00 AM to 3:00 PM

Voicemails are checked every weekday between 10 AM and 3 PM. We strive to return your call within four hours. Please remember to state your email and phone number where you can be contacted.

The voicemail will be automatically converted into a case with a ticket number.

Since voicemails are treated as tickets, we guarantee the same response time as for regular cases, which means we aim to respond to the voicemail within four hours.

If you have previously communicated with us and your phone number is linked to your email, you will also receive an email with your ticket number for future reference.

If you state in your voicemail that you would like a call back, we strive to return your call within four hours.

The emergency phone is your direct lifeline when a critical challenge requiring immediate action affects operations. This could be, for example, if you experience an outage of your entire online booking or membership site.

Emergency Phone Hours: 365 days a year from 6:00 AM to midnight.

Please note that the emergency phone is staffed by one employee, and unfortunately, we cannot inform you of your place in line or the expected wait time. Calls are handled in the order they are received. Thank you for your patience.

On the emergency phone, we assist with resolving issues related to our own products. This could include, for example, if you receive a serious error message in the system.

If you have issues that are not related to our products, we will bill according to applicable rates. This could be, for example, if a printer is not working because a cable is loose or has come unplugged.

You can read more about the emergency phone and the most common issues and solutions.

If you prefer to contact us in writing, you can send an email to [email protected].

We respond to inquiries on weekdays from 9 AM to 4 PM. We strive to reply to your initial inquiry within four hours during this time.

If you contact us outside of these hours, you can expect a response on the next business day between 9 AM and 4 PM.

You will either receive a response to your email or a confirmation that we have received your inquiry and are working on resolving it. In some cases, inquiries may require involvement from our developers, which can take longer and may require additional follow-up inquiries.

You will receive a confirmation email with your ticket number, which is your reference number for this inquiry.

Through Calendly, you can book a meeting with a specialist at a time that suits you best. You will receive a link where you can select the date and time. With Calendly, you have direct access to the specialist's calendar.

A meeting booking link can only be used once for the specific case for which the link was sent.

At admin.flexybox.com/app, you can access our chatbot, Flexybot.

Our chatbot, Flexybot, responds based on our Help Desk. It cannot read images or videos.

You can use Flexybot by following this guide: How to Use Flexybot.

Flexybot can help with many things, but if you do not get the answer you are looking for, you can also chat directly with our support team.

One handy feature of Flexybot is that even if you do not receive a response from support right away, you can safely close Flexybot or your browser. The response from support will be sent to you via email if you are not active in Flexybot and directly in the chat with Flexybot if you are active.

On our Help Desk, you can find assistance with system setup or answers to your challenges.

We are making a great effort to optimize, improve, and expand our Help Desk so that you are always well-equipped to perform various tasks in the system.

We would love to hear from you if there is a missing guide or if an existing guide needs to be changed to help you reach your goal.

You can contact our support to provide feedback or request changes.

In Flexybox, there are challenges that we categorize as urgent tasks. These are challenges that block operations and cannot wait. An urgent task means that there is always someone working to resolve the issue until it is solved. These tasks have the highest priority.

We encourage all our customers to call us with these tasks to ensure the fastest possible assistance. Be sure to select the emergency phone option in the phone menu.

In support, we strive to help with everything we can, but there are certain tasks that fall outside the support agreement. This could be, for example, if Flexybox needs to create a membership or set up a new printer for you. These inquiries will be billed at the applicable rates.

Many of our inquiries concern specific challenges where we need to investigate the cause. To help us resolve the issue faster, we recommend that you be as specific as possible in your inquiry. Therefore, please send us all relevant information about the challenge. This could include membership numbers or pictures/videos that illustrate the issue. If you need assistance with taking/sending pictures/videos, please feel free to contact us – we’re happy to help!

New customers always start by meeting our Onboarding team. The Onboarding team is not part of support, so as a new customer, you will first meet the Onboarding team, where you will be trained in the system. After that, you will be introduced to our support team. Existing customers may also meet the Onboarding team again if they add more of our modules that require training, or if they have replaced a larger group of staff and wish for our assistance in retraining the personnel.

At status.flexybox.com, you can always check the operational status across all our online products. You also have the option to subscribe to our newsletter, so you receive an email when there are updates regarding operational status.

You can schedule an update for your system using this booking link: Get updated to the latest version. Choose the time that suits you best. You will not necessarily be contacted before we update your system. During the update, there may be a maximum downtime of 2 minutes.

Our integrations expand and enhance your business, allowing you to consolidate your daily operations. See all integrations.

You can always send your ideas for improvements and new features to [email protected]. We collect all inquiries to see how many have requested the same thing. We then prioritize the ideas based on the interest our customers have shown.

We are here for our customers, and we are very interested in hearing your feedback and ideas. If there is something that has not lived up to your expectations, please feel free to contact us for further dialogue.

Contacts: