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Raise a support ticket with your society

Report a problem to your society's committee — a leak, parking, noise, a billing question — follow the replies, and reopen or escalate a ticket.

Updated

A support ticket is a request to your society's committee: a leaking pipe, a parking problem, noise, a question about a bill. Your society's admins answer it in the app.

Raise a ticket

  1. Sign in and open Support.
  2. Press New Ticket.
  3. Choose a Type, for example Maintenance, Parking, Noise or Billing.
  4. Type a Subject of 5 to 200 characters.
  5. Choose a Priority.
  6. Type a Description of at least 20 characters. Say where the problem is and since when.
  7. If a photo helps, press Add files. JPG, PNG, WebP or PDF, up to 5 MB each.
  8. Press Submit.

You see "Ticket submitted successfully." The ticket shows in your list as Open.

Follow your ticket

Open the ticket to see the conversation. To answer your admin, type under Reply and press Send Reply.

  • Open — new; nobody has replied yet.
  • In Progress — your admin is working on it.
  • Awaiting Resident — your admin has asked you something. Reply to move it on.
  • Awaiting Admin — your admin's turn.
  • Resolved — your admin has fixed it.
  • Closed — finished.

Reopen a ticket

If the problem comes back within 7 days of the ticket being resolved, open it and press Reopen Ticket.

Ask for the counsellor

Some problems need someone outside the committee. Each open ticket has a Counsellor escalation card showing how many residents' votes it needs. Press Support escalation to add your vote. When enough residents vote, the ticket goes to your society's counsellor.

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