Raising Support Tasks with Estate Apps

Our friendly team pride ourselves on providing the best possible service and will always try our best to meet your needs as a client. 

Raising support tasks effectively is essential for ensuring that issues are addressed efficiently and promptly. 

This short article will give you all the information you need to help you raise a support task with us.

The Estate Apps Support Process;

• Call or email our support team to raise a query/issue

• We will usually respond within 1 business day

• If further information is needed from you, we will be clear on what we need

• We will raise a task with our developers as soon as possible

• The query/issue should be resolved within 3-10 business days (depending on the task and priority)

Here are a few tips to help you raise support tasks effectively and ensure our team can resolve them as fast as possible;

Provide Clear and Detailed Information. When submitting a support task in the first instance, include all relevant information about the issue, direct links, screenshots, steps to reproduce the problem, and any other relevant details. The more information you provide, the easier it will be for the support team to understand and resolve the issue.

Set Priority Level. If the issue is high priority, mention this in the subject line so it’s easily visible. This will help support teams prioritise and handle these issues first.

Be Respectful and Courteous. Remember that our team is there to help you, and treating them with respect and courtesy will create a positive atmosphere for resolving the problem quickly.

Avoid Duplicate Tasks. Before raising a support task, check if someone else has already reported the same issue. Duplicate tasks can lead to confusion and slow down the resolution process.

Follow Up. If you don't receive a timely response, follow up on the support task. Sometimes, issues can get lost or overlooked, and a gentle reminder can help bring attention back to yours.

Understand the SLA (Service Level Agreement). You can find more information on this in the ‘Support Request Service Levels’ section here). Be aware of the expected response and resolution times. It will give you a better idea of when to expect updates or resolutions. 

Provide Feedback. If the issue is resolved, provide feedback on the support process. It helps support teams understand how they can improve their services.

Remember, effective communication and cooperation with our support team can lead to quicker resolutions and a better overall experience.