Support tickets: how to speed up the help process
If you need help with something that you can't find the answer to in the Help centre, please raise a support ticket.
Log in to SuperControl, click Help in the top right of your screen, then click Request help:
When you raise a ticket, the support team can immediately identify your account. We want to resolve any issues as quickly as you do, this is how you can help:
- Use a clear and concise subject line.
- Describe the issue clearly.
- Include booking number, dates, properties etc.
- Explain how it is affecting your business.
- Provide screenshots where possible.
- Outline your expected resolution.
You will receive a confirmation email, with a ticket number, and you can track your ticket's status at any time.
Please do not raise duplicate tickets, this will not speed up the response time. If there is something else you want to tell the team about the issue raised in your ticket, you can edit it.
How to view and edit your tickets
Go to Help, then click Your tickets.
Here you will see all of the tickets you have raised: those still open and those that have been closed (you can refer back to the solution in the future).
To edit your ticket click on the ID number, then click add note. Add details, then click Save.
Only do this to add information to an existing ticket. If you have a different issue, please raise a new ticket.