This article outlines how to submit effective support requests for software issues. It advises confirming issues are repeatable, providing detailed information (such as user details or steps taken), and including screenshots. After submission, the support team will investigate and follow up, ensuring smooth operations and responsive assistance.
We appreciate your partnership and are committed to supporting your team with reliable, responsive software. When something doesn’t work as expected, clear reporting helps us resolve issues faster and more effectively.
Before submitting a support request, please confirm that the issue has occurred more than once. This helps us distinguish between one-time disruptions and repeatable software or integration issues.
If the issue persists, please submit a support ticket and include as much relevant information as possible. Detailed context allows our team to investigate efficiently and provide a timely resolution. Screenshots are strongly encouraged whenever available.
Information to Include When Submitting a Support Ticket
If the issue is related to an applicant or resident profile:
Please provide:
- Full name (first and last)
- Email address
- Date the applicant or resident first applied to the property
This information helps us locate the correct record and investigate the issue accurately.
If the issue appears to be a software bug or integration problem:
Please include:
- A clear, detailed description of the issue
- The steps you took before encountering the problem
- Any troubleshooting steps you’ve already attempted
- A screenshot of the error message or unexpected behavior within your portal
The more detail you provide, the faster our team can identify the root cause.
What Happens Next
Once your ticket is submitted, a member of our support team will review the information, investigate the issue, and follow up with updates or next steps. Our goal is to keep your operations running smoothly and ensure you have confidence in the tools you use every day.
If you have additional details to share after submitting your ticket, feel free to reply directly to the ticket confirmation email so everything stays in one place.
We’re here to help—and we appreciate the opportunity to support your team.