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Using the Support Desk

Using the Support Desk

Also searched as: support desk, help ticket, opening a ticket, help resources, FAQ repository, GetFaqtual, contacting support, where to get help

Overview

HOA Start's software is designed to be easy to use without needing a programmer or web designer. If you have questions, help is available in two places:

  • The online FAQ Repository (self-serve help articles)
  • The Support Desk (to open a help ticket directly with the HOA Start team)

 Where to Find Support Options

  1. Click on the Support tab near the bottom of the vertical Admin Dashboard menu.
  2. Within this set of options, you can:
    • Click Help Resources to reach the online help system (a comprehensive list of topics and answers)
    • Click Support Desk to open a help ticket

 Using the FAQ Repository (GetFaqtual.com)

  • The left-hand column lists feature/page categories.
  • Click a category name to see and select from a list of the most popular topics under that category.
  • To search for a specific term or subject, type it into the Search box at the top right and click the magnifying glass icon.

 Opening a Support Ticket

If you're still unable to find the answer you need:

  1. Go to the Admin Dashboard and click on the Support Desk menu tab.
  2. Click Open a New Ticket.
  3. Fill in the Subject and Ask your question fields, and optionally upload photos or documents.
  4. Click Send.

You'll receive an immediate reply, and an e-mailed notification will alert you when there's a reply to your question.

 Tracking Your Tickets

On the Support Desk screen, you can:

  • Search your tickets using the search box
  • Filter by Status (e.g., open/closed)
  • Filter by Reply
  • View each ticket's Ticket #, Subject, Updated date, Support Rep, and Status in a sortable table

Tip: Once a ticket has been resolved, it will be closed.  Only unresolved tickets will be left pending.