---
title: User Guide - Best Practices for Support Tickets
description: Use this guide to ensure all necessary details are included in your original support ticket, enabling efficient responses and faster assistance from Smartwebs Support.
---
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1. [Smartwebs Solutions](https://solutions.smartwebs.com/en-us/smartwebs-solutions?hsLang=en-us)
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October 2, 2026
# User Guide - Best Practices for Support Tickets
## 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.
### Purpose
Providing**complete and specific** informationin your Support ticket reduces delays and minimizes the need for additional follow-up.
Always submit **one ticket per issue**. Combining unrelated issues into a single ticket may delay resolution.
### Required Information for All Support Tickets
Please include the following information in every ticket: The category-specific fields in each section below are required in addition to the universal fields listed here.
- **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
### Accounting tickets:
1. **Transaction**-related issues: Transaction date, amount, GL code, and transaction type (payment, charge, adjustment, deposit, etc.)
2. **Owner/unit**-specific issues: Owner name(s), property address(es), and account number(s)
3. **Banking**-related issues: Bank account name, Integrated or Manual status, and the date and amount involved
4. **Online payment** issues: Owner name, account number, transaction type, date, and payment amount
5. **Reconciliation** issues: Bank account name, date, and reconciliation status
6. **Report-related** issues: Full report name, date range, and any filters or parameter selections used
### Violation tickets:
1. Owner name and unit address
2. Violation stage, date, status, and CCR category/subcategory
3. Device and application used: Office Site, Mobile App, or Offline App
4. Specific action being performed, such as: create, escalate, send to print, etc.
5. If template or policy related, include: Letter template name and policy stage
6. If settings, configuration, or permissions related, include: the specific change requested and the steps already taken
### ARC tickets:
1. Owner name and unit address
2. Project name, date, status, and CCR project type
3. Device and application used: Office Site, Resident Portal, or Portal Application
4. The specific action being performed, such as: creating or submitting an Online Submit Form, uploading documents, or approving or denying an application
5. If template or CCR related, include: Letter template name and Policy stage
6. If settings, configuration, or permissions related, include: the specific change requested and the steps already taken
### Communications tickets:
1. Communication type: Individual or Bulk, and method: Email, Letter, Text, Voice
2. Template and recipient name(s) or parameter(s) used
3. Date and time the communication was sent or scheduled
4. Description of the unexpected result, such as undelivered messages, incorrect content, or formatting issues
5. If settings, configuration, or permissions related, include: the specific change requested and the steps already taken
### Work Order tickets:
1. Work Order number and/or name, status, and date issued
2. Property address or Amenity
3. The specific action being performed: creating, assigning, updating, closing, etc.
4. If vendor related, include: Vendor name and a description of the unexpected result
5. If settings, configuration, or permissions related, include: the specific change requested and the steps already taken
- [Accounting](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#main-content)
- [1099's](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#1099s)
- [General](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#general)
- [General Ledger](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#general-ledger)
- [Receivables](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#receivables)
- [Payables](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#payables)
- [Banking & Reconciliation](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#banking-reconciliation)
- [Configuration & Setup](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#configuration-setup)
- [Merchant Services](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#merchant-services)
- [Reports](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#reports)
- [Billing](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#billing)
- [Payments & Deposits](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#payments-deposits)
- [Homeowner Charges](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#homeowner-charges)
- [Statements](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#statements)
- [Collections](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#collections)
- [Security Deposits](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#security-deposits)
- [Administration](https://solutions.smartwebs.com/en-us/smartwebs-solutions/accounting?hsLang=en-us#administration)
- [Administrative](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#main-content)
- [Owner Unit Management](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#owner-unit-management)
- [User Management](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#user-management)
- [Roles and Rights](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#roles-and-rights)
- [Email Notification Preferences](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#email-notification-preferences)
- [Satellite Offices](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#satellite-offices)
- [Reporting](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#reporting)
- [Document Management](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#document-management)
- [Security](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#security)
- [Letter Parameters](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#letter-parameters)
- [Zero Touch Mailing Service](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#zero-touch-mailing-service)
- [Association Setup](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#association-setup)
- [Vendor Management](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#vendor-management)
- [Email and Custom Domains](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#email-and-custom-domains)
- [Data Storage](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#data-storage)
- [Support](https://solutions.smartwebs.com/en-us/smartwebs-solutions/administrative?hsLang=en-us#support)
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- [Board Member Guides](https://solutions.smartwebs.com/en-us/smartwebs-solutions/architecturals?hsLang=en-us#board-member-guides)
- [Online Submit Forms](https://solutions.smartwebs.com/en-us/smartwebs-solutions/architecturals?hsLang=en-us#online-submit-forms)
- [Arc Project Notifications](https://solutions.smartwebs.com/en-us/smartwebs-solutions/architecturals?hsLang=en-us#arc-project-notifications)
- [Arc CCRs and Project Types](https://solutions.smartwebs.com/en-us/smartwebs-solutions/architecturals?hsLang=en-us#arc-ccrs-and-project-types)
- [Arc Project Statuses and Expirations](https://solutions.smartwebs.com/en-us/smartwebs-solutions/architecturals?hsLang=en-us#arc-project-statuses-and-expirations)
- [Arc Letters](https://solutions.smartwebs.com/en-us/smartwebs-solutions/architecturals?hsLang=en-us#arc-letters)
- [Arc Admin, Settings, and Reports](https://solutions.smartwebs.com/en-us/smartwebs-solutions/architecturals?hsLang=en-us#arc-admin-settings-and-reports)
- [Arc Projects](https://solutions.smartwebs.com/en-us/smartwebs-solutions/architecturals?hsLang=en-us#arc-projects)
- [Arc Project Applications](https://solutions.smartwebs.com/en-us/smartwebs-solutions/architecturals?hsLang=en-us#arc-project-applications)
- [Board and Committee Admin](https://solutions.smartwebs.com/en-us/smartwebs-solutions/board-and-committee-admin?hsLang=en-us#main-content)
- [Meeting Minutes](https://solutions.smartwebs.com/en-us/smartwebs-solutions/board-and-committee-admin?hsLang=en-us#meeting-minutes)
- [Communications](https://solutions.smartwebs.com/en-us/smartwebs-solutions/communications?hsLang=en-us#main-content)
- [Mass Communications](https://solutions.smartwebs.com/en-us/smartwebs-solutions/communications?hsLang=en-us#mass-communications)
- [Workflow](https://solutions.smartwebs.com/en-us/smartwebs-solutions/communications?hsLang=en-us#workflow)
- [Security](https://solutions.smartwebs.com/en-us/smartwebs-solutions/communications?hsLang=en-us#security)
- [General](https://solutions.smartwebs.com/en-us/smartwebs-solutions/general?hsLang=en-us#main-content)
- [Frequently Asked Questions](https://solutions.smartwebs.com/en-us/smartwebs-solutions/general?hsLang=en-us#frequently-asked-questions)
- [Lifestyle](https://solutions.smartwebs.com/en-us/smartwebs-solutions/lifestyle?hsLang=en-us)
- [Mobile Applications](https://solutions.smartwebs.com/en-us/smartwebs-solutions/mobile-applications?hsLang=en-us#main-content)
- [Offline App](https://solutions.smartwebs.com/en-us/smartwebs-solutions/mobile-applications?hsLang=en-us#offline-app)
- [Portal App](https://solutions.smartwebs.com/en-us/smartwebs-solutions/mobile-applications?hsLang=en-us#portal-app)
- [Mobile Online App](https://solutions.smartwebs.com/en-us/smartwebs-solutions/mobile-applications?hsLang=en-us#mobile-online-app)
- [iOS Devices](https://solutions.smartwebs.com/en-us/smartwebs-solutions/mobile-applications?hsLang=en-us#ios-devices)
- [Android devices](https://solutions.smartwebs.com/en-us/smartwebs-solutions/mobile-applications?hsLang=en-us#android-devices)
- [FAQ](https://solutions.smartwebs.com/en-us/smartwebs-solutions/mobile-applications?hsLang=en-us#faq)
- [Release Notes](https://solutions.smartwebs.com/en-us/smartwebs-solutions/release-notes?hsLang=en-us#main-content)
- [Office Site Releases](https://solutions.smartwebs.com/en-us/smartwebs-solutions/release-notes?hsLang=en-us#office-site-releases)
- [Application Releases](https://solutions.smartwebs.com/en-us/smartwebs-solutions/release-notes?hsLang=en-us#application-releases)
- [Resident Portal](https://solutions.smartwebs.com/en-us/smartwebs-solutions/resident-portal?hsLang=en-us#main-content)
- [Resident Guides](https://solutions.smartwebs.com/en-us/smartwebs-solutions/resident-portal?hsLang=en-us#resident-guides)
- [Admin Guides](https://solutions.smartwebs.com/en-us/smartwebs-solutions/resident-portal?hsLang=en-us#admin-guides)
- [Violations](https://solutions.smartwebs.com/en-us/smartwebs-solutions/violations?hsLang=en-us#main-content)
- [Frequently Asked Questions](https://solutions.smartwebs.com/en-us/smartwebs-solutions/violations?hsLang=en-us#frequently-asked-questions)
- [Violation Letters](https://solutions.smartwebs.com/en-us/smartwebs-solutions/violations?hsLang=en-us#violation-letters)
- [Violation CCRs](https://solutions.smartwebs.com/en-us/smartwebs-solutions/violations?hsLang=en-us#violation-ccrs)
- [Violation Policies](https://solutions.smartwebs.com/en-us/smartwebs-solutions/violations?hsLang=en-us#violation-policies)
- [Mapping Units in Smartwebs](https://solutions.smartwebs.com/en-us/smartwebs-solutions/violations?hsLang=en-us#mapping-units-in-smartwebs)
- [Setup and Configuration](https://solutions.smartwebs.com/en-us/smartwebs-solutions/violations?hsLang=en-us#setup-and-configuration)
- [Reporting](https://solutions.smartwebs.com/en-us/smartwebs-solutions/violations?hsLang=en-us#reporting)
- [Work Orders](https://solutions.smartwebs.com/en-us/smartwebs-solutions/work-orders?hsLang=en-us#main-content)
- [Work Order Management](https://solutions.smartwebs.com/en-us/smartwebs-solutions/work-orders?hsLang=en-us#work-order-management)
- [Vendor Management](https://solutions.smartwebs.com/en-us/smartwebs-solutions/work-orders?hsLang=en-us#vendor-management)
- [Flyers](https://solutions.smartwebs.com/en-us/smartwebs-solutions/flyers?hsLang=en-us#main-content)
- [Lifestyle](https://solutions.smartwebs.com/en-us/smartwebs-solutions/flyers?hsLang=en-us#lifestyle)
- [Resale](https://solutions.smartwebs.com/en-us/smartwebs-solutions/resale?hsLang=en-us)
# Smartwebs
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[512-218-9996](tel:512-218-9996)
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