Overview
Forwood provides multiple support channels to ensure you get the help you need while using our platform.
Our support model focuses on fast issue resolution while empowering users with strong self-service tools.
This guide explains where to find help, how to contact support, and what response times to expect.
Forwood Chat Bot
The Forwood Chat Bot is the quickest way to get help. It offers instant, self-service support and can assist you with:
✔ Self-service troubleshooting
Find quick answers to common questions.
✔ Escalation to Support
If the bot can’t resolve your issue, it will connect you to a support agent.
✔ Access to the Help Centre
Search articles and guides for step-by-step instructions.
How to access:
Click the chat icon in the lower-right corner of the screen when using the Forwood One platform.
Ticket Creation for Administrators
Corporate Administrators can submit and track support requests through the Ticket Portal. This portal allows you to:
Submit your Ideas
Clients can submit ideas for new features or improvements using the Ideas Portal. This portal allows all customers to share suggestions, upvote ideas from other organisations, and participate in product discussions.How to Submit an Idea:
Open the Ideas Portal
Click on the “Ideas” icon
Select “Create a new Post”
Enter a clear title and detailed description
Provide examples, screenshots or use cases if helpful
Submit the idea for review
Report bugs
Escalate technical issues to the Forwood engineering team.
If you are a corporate administrator and need access to the tickets portal, please request access at help@forwoodsafety.com.
Email Support
You can contact the support team directly at help@forwoodsafety.com
Email is best for:
General platform questions
Requests that require detailed written explanations
Non-urgent issues that still need follow-up
Response Times & Escalation Process
Expected target response times
Support Channel | Expected Response Time |
Forwood Chat Bot | Instant |
Ticketing System* | 2 hours (unless P1/P2) |
Live Chat with Support Agent* | 2 hours |
*during business hours; Forwood provides supporter high priority P1/P2 tickets 24x7
Escalation Process
Try the Chat Bot first for basic questions.
If the bot can’t help, choose “Connect to Agent” or submit a ticket (Corporate Admin).
For critical issues (e.g., system outages), use the fastest channel:
Live Chat with Support Agent or Ticketing System.Response times depend on issue severity and priority.
Information We Need from You
To resolve issues efficiently, please include:
A clear description of the issue or request
Steps to reproduce the problem (if applicable)
Screenshots or supporting documents (if available)
Providing this information upfront helps prevent delays.
Next Steps
To ensure your team has the appropriate support access, please share the names of the users who should have Corporate Admin permissions.
These users will be able to submit and track tickets through the Ticket Portal.
Send this information to your Forwood Client Success Manager or email help@forwoodsafety.com.
Need Additional Help?
If you have any further questions or need assistance, contact your Forwood Customer Success Manager or email our Support Team at help@forwoodsafety.com.