Technical Support Channel Introduction-FineReport Help Document

Last update：October 31, 2025

Overview

This document introduces how to communicate technical issues with FanRuan's technical support through official service channels.

Service Channel

Pop-up Chat Window

Channel Entry

Channel Entry	Web Link	Figure
A yellow chat icon in the lower right corner of the help document website.	https://help.fanruan.com/finereport-en

Procedure

Method one:

Click the yellow chat icon, select English, and enter the keyword technical support in the dialog box. You will then be automatically transferred to technical support.

Note:

The keyword alone will suffice for connecting to technical support; greetings can be omitted.

Method two:

Click the yellow chat icon, select English, and select I'd like to speak with Technical Support.

LINE Official Account — FanRuan Service

Channel Entry

Scan the QR code of the LINE official account, add FanRuan Service, and send technical support. You can then start communicating with our online technical support after being connected.

WeChat Official Account — FanRuan Service

Channel Entry

Scan the QR code of the WeChat official account, add FanRuan Service, and send technical support. You can then start communicating with our online technical support after being connected.

Procedure

You need to install WhatsApp and register an account before contacting our technical support through WhatsApp.

Procedure

1, Open WhatsApp, tap Chats, click New Contact, name the contact as required (for example, FanRuan Service), and enter the mobile number +86 18360926780.

Alternatively, you can directly scan the following QR code to add our service account as your contact.

2, Click the conversation button on the contact page of our service account, type your request in the text box, and send it to our service account. Our technical support will reply to you in real time. For details, see the following video.

JSM Service Portal

Channel Description

In addition to the above-mentioned instant messaging channels for technical support, we have introduced the Jira Service Management (JSM) service portal.

Featuring an email-style communication approach, the JSM service portal allows you to submit technical issues and product requirements, track case progress, and share updates with colleagues.

Note:

The JSM service portal will support the query of technical issues and product requirements raised in other service channels (pop-up chat window, LINE official service account, and WeChat official service account). This function is expected to be officially available around mid-November 2025.

Procedure

1. Account activation

To access the JSM service portal, send an email to support@fanruan.com to request account activation.

2. Usage

Log in to the JSM service portal using the activated account, and submit technical issues and product requirements as needed according to the following guide.

For details about instructions, see Service Portal User Guide.

FAQs

	Question	Answer
1	What is the working time of FanRuan's technical support? When can I start an online conversation?	Technical support works on weekdays from 9:00 AM to 12:00 PM and 1:30 PM to 5:30 PM (Beijing Time). Outside working hours, you can either send an email to support@fanruan.com or submit a technical support ticket at https://t6ixa9nyl6.jiandaoyun.com/f/5f8d072e9533770006bcde25.
2	What if my issue is not resolved on the same day?	If an issue is not resolved on the same day, our technical support will provide you with a ticket ID formatted like Ticket20221129-XXX. When you contact technical support again through any channel, you can provide the ticket ID, and you will be connected to the technical support staff who handled your case previously. For unresolved tickets, our technical support team will also follow up with you as soon as possible via email, phone, or other means. Rest assured that every one of your technical issues will be resolved.

Question

Answer

What is the working time of FanRuan's technical support? When can I start an online conversation?

Technical support works on weekdays from 9:00 AM to 12:00 PM and 1:30 PM to 5:30 PM (Beijing Time). Outside working hours, you can either send an email to support@fanruan.com or submit a technical support ticket at https://t6ixa9nyl6.jiandaoyun.com/f/5f8d072e9533770006bcde25.

What if my issue is not resolved on the same day?

If an issue is not resolved on the same day, our technical support will provide you with a ticket ID formatted like Ticket20221129-XXX.

When you contact technical support again through any channel, you can provide the ticket ID, and you will be connected to the technical support staff who handled your case previously.

For unresolved tickets, our technical support team will also follow up with you as soon as possible via email, phone, or other means. Rest assured that every one of your technical issues will be resolved.