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This article explains how support works for Flows Building, including what to check before contacting support, what information to provide, and how issues are escalated.
Following these steps helps issues be resolved faster.
Before Contacting Support
Many Flows Building issues can be resolved by checking configuration first.
Before contacting support, confirm:
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The flow is published
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Triggers are configured correctly
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Conditions evaluate as expected
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Actions are correctly configured
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Recent changes were tested
You may find answers in:
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Troubleshooting Flows That Are Not Triggering
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Troubleshooting Actions That Fail
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Common mistakes when building flows
What Support Can Help With
Pickle Support can assist with:
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Flows not triggering or behaving unexpectedly
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Actions failing or producing incorrect results
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Permissions and access issues
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Publishing or configuration problems
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Guidance on best practice flow design
Support can also help identify whether an issue is configuration-related or system-related.
What Support Cannot Do
To set expectations, support generally cannot:
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Design complex flows on your behalf
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Modify production flows without approval
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Troubleshoot third-party systems outside Pickle’s control
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Recover data from failed external systems
Support focuses on ensuring Flows Building operates correctly and reliably.
Information to Include in a Support Request
Providing complete information helps support investigate quickly.
Include:
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The flow name
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What you expected to happen
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What actually happened
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Approximate date and time of the issue
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Whether the issue is ongoing or intermittent
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Any recent changes made
Incomplete requests may require follow-up before investigation can begin.
Reporting Urgent Issues
If a flow failure is causing significant impact:
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Clearly mark the request as urgent
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Describe the business impact
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Include the time the issue started
Urgent issues are prioritised based on impact and severity.
Support Escalation Process
Issues may be escalated if:
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The problem cannot be resolved at first review
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A system-level fault is suspected
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The issue affects multiple flows or users
During escalation:
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Additional diagnostics may be performed
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You may be asked for more information
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Updates will be provided as the issue progresses
Escalation ensures complex issues receive the appropriate level of attention.
After the Issue Is Resolved
Once resolved:
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Review the flow configuration
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Apply any recommended changes
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Monitor behaviour to confirm stability
Learning from resolved issues helps prevent future problems.
Related Articles
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Flows Building: Overview & Support Guide
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Troubleshooting Flows That Are Not Triggering
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Troubleshooting Actions That Fail
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Common mistakes when building flows
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Managing access & permissions in Flows Building
Final Notes
Providing clear information and following troubleshooting steps helps support resolve issues faster and reduces repeat problems.
Flows Building is a powerful tool — good support outcomes start with good preparation.