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FSC Digital platform support

FSC provides dedicated support to help you navigate and use our digital platforms, including FSC Connect, FSC Trace, and FSC Risk Hub. Whether you're setting up access, troubleshooting issues, or need guidance on FSC core data fields, our support team is here to assist you. We have implemented a structured ticketing system that helps maintain consistency at the service level, transparent and clear communication, and ensures that all queries are prioritized and resolved promptly.

fsc trace
iStock / Sitthiphong

How to get support

To receive support, email us at connect@fsc.org. Your query will be logged in our ticketing system,  where it is immediately prioritized for urgency and delegated to one of our support team members. Our team focuses on providing timely responses, striving to address all tickets during our support hours within the same working day.  

Support is available in English, and where necessary, we will use machine translation to assist with queries in other languages. Replies will be submitted in English. 

What we support

Our support team specializes in assisting users with technical issues such as:

 

  • Access: Helping different sets of users gain access to FSC Connect, FSC Trace, and FSC Risk Hub.
  • Troubleshooting: Assisting primary contacts and designated persons who have been added to these platforms with any technical difficulties.
  • Platform Guidance: Offering step-by-step support on how to use the features and functionalities of FSC’s digital platforms.
  • FSC Core Data Fields: Clarifying details related to FSC license codes, product group codes, and helping you locate and understand them—whether for your own company or your suppliers.
  • Non technical support: For general, non-technical queries—such as questions about FSC certification, EUDR compliance, or product coverage—our support team will handle your inquiries and route them to the appropriate departments when necessary.

We aim to ensure high availability for all platforms, continuously monitoring performance to provide a reliable experience for users.

Support hours

time

Our support team operates during 9 -17 GMT. 
As we evaluate demand, we are prepared to expand to global support hours.

Future developments

We are planning to launch a User Forum in early 2025, which will include a feature roadmap for our digital platforms. The forum will serve as a space for users to engage, provide feedback, and learn more about upcoming features.

As part of this forum, we will also be developing a comprehensive application knowledge base.

Answers to common questions submitted via connect@fsc.org will be used to build this library, which will also include user-focused support articles to guide you through the different aspects of FSC's digital platforms. These resources will be made available on the forum to enhance your user experience and help resolve frequent issues more quickly.