User Guide - Best Practices for Support Tickets

Providing complete and specific information in your Support ticket reduces delays and mitigates additional follow-up.

Always submit one ticket per issue. Combining unrelated issues into a single ticket may delay resolution.

Please include the following information in every ticket:

ASSOCIATION Name
DATE and approximate time the issue occurred
USER name, email address, and whether it impacts one or multiple users
Specific ACTION or function the user was attempting to perform
Specific PAGE location, for example:

Accounting > Receivables > Statements > Print Letters
DOCUMENTATION such as screenshots, screen recordings, and/or exact error text

Transaction-related issues: Transaction date, amount, GL code, and transaction type (payment, charge, adjustment, deposit, etc.)
Owner/unit-specific issues: Owner name(s), property address(es), and account number(s)
Banking-related issues: Bank account name, Integrated or Manual status, and the date and amount involved
Online payment issues: Owner name, account number, transaction type, date, and payment amount
Reconciliation issues: Bank account name, date, and reconciliation status
Report-related issues: Full report name, date range, and any filters or parameter selections used

Owner name and unit address
Violation stage, date, status, and CCR category/subcategory
Device and application used: office site, mobile app, offline app
Specific action being performed, such as: create, escalate, send to print, etc.
If template or policy related, include: Letter template name and policy stage
If settings, configuration, or permissions related, include: the specific change requested and the steps already taken

Owner name and unit address
Project name, date, status, and CCR project type
Device and application used: Office Site, Resident Portal, or Portal Application
The specific action being performed, such as: creating or submitting an Online Submit Form, uploading documents, or approving or denying an application
If template or CCR related, include: Letter template name and Policy stage
If settings, configuration, or permissions related, include: the specific change requested and the steps already taken

Communication type: Individual or Bulk, and method: Email, Letter, Text, Voice
Template and recipient name(s) or parameter(s) used
Date and time the communication was sent or scheduled
Description of the unexpected result, such as undelivered messages, incorrect content, or formatting issues
If settings, configuration, or permissions related, include: the specific change requested and the steps already taken

Work Order number and/or name, status, and date issued
Property address or Amenity
The specific action being performed: creating, assigning, updating, closing, etc.
If vendor related, include: Vendor Name and Description of the unexpected result
If settings, configuration, or permissions related, include: the specific change requested and the steps already taken

Use this checklist to ensure all required details are included in your original support ticket, allowing Smartwebs Support to investigate and resolve issues as efficiently as possible.