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Logging a support ticket - Inspect Real Estate (IRE)

Logging a support ticket - Inspect Real Estate (IRE)

Owned by Louise, created
Last updated: May 16, 2024 by Fiona Hardy
5 min read

This guide has been reviewed against our global client base and classed as relevant to all regions

The Reapit Service Desk Portal provides 24/7 access to allow you to log a support ticket, view open tickets and search completed ones

As a user of Inspect Real Estate (IRE), following the steps outlined in this guide will ensure a smooth process for raising and resolving a support ticket with the Reapit Support teams

This guide covers:

Sign-up for a new a Service Desk Portal account

The account used to access the Reapit Service Desk Portal is separate to the account used for IRE products and services

1. Sign-up for a portal account

  • In order to use the Reapit Service Desk Portal, you first need to sign-up for an account

  • A step-by-step guide to get set-up is available here: Using the Reapit Service Desk Portal

    • See first section titled: Sign-up for a new a Service Desk Portal account

After completing the new portal account sign-up - return to this page for information on how to log a support ticket

Log a support ticket

When you are set-up with an account on the Reapit Service Desk Portal (as outlined above), you can log a support ticket

1. Access the Reapit Service Desk Portal & raise a ticket

From the Service Desk Portal:

  • Click Log a ticket (red button, highlighted below)
    The ticket to complete is displayed, as shown in step 2

    Log a ticket - 2.png

The Knowledge Base, mentioned on the Service Desk Portal, currently does not contain guides on how to use IRE - you should continue to use the guides available here: https://inspectrealestateuk.freshdesk.com/support/home

IRE guides will be added to the Knowledge Base soon!

2. Complete support ticket

Use the Log a ticket form to provide detailed information about the issue you're experiencing

Use the text on screen as a guide, also include any relevant screenshots or error messages

Blank ticket.png

To ensure your ticket is routed to the relevant team for your query, the correct Product Type and Customer Type options on the ticket form must be selected, as shown below

  • Product Type field, select IRE
    Keywhere users should also select IRE

    Product type selection.png

  • Customer Type field, select IRE User
    Keywhere users should also select IRE

    Customer type selection.png

Work through the ticket form, use the text on screen as a guide, enter as much detail as possible

Also include any relevant screenshots or error messages

3. Submit ticket

If you want to tag team members into the ticket, from the People involved field at the bottom of the ticket form:

  • Enter each colleague’s email address, separated by a comma

When all relevant information has been added to the ticket form:

  • Click Send (bottom right)

    Send button.png

  • The ticket is submitted and a Request created pop-up message is displayed (top right)
    To view ticket details, click the ticket number shown

    Request created pop-up.png

Support team review process

After logging a support ticket, the following processes are followed by the Reapit Support teams to ensure a swift and satisfactory resolution

1. Initial review & ticket validation

The First Line Support team will review your ticket

  • Further information
    If the First Line Support team require further information or clarification, they will reach out to you either via email or the portal messaging system

  • Reply to requests
    If the First Line Support team requests additional information from you, please log into the portal and reply to their message with the required details

  • Validation
    Once the First Line Support team has all the necessary information, they'll validate the ticket to ensure it meets the criteria for escalation to the Technical Support team

2. Ticket escalation (where required)

If the issue requires further technical expertise, the ticket will be escalated to the Technical Support team

  • Technical Support team response
    The Technical Support team will review the ticket and respond to you either with additional questions or with a solution to the problem

  • Let us know
    If further information is needed, or if you have questions about the solution provided, please log into the portal and reply to any messages with the required details

  • Issue resolution
    The Technical Support team will work to resolve the issue based on the information provided - this may involve troubleshooting steps, software updates, or other actions

3. Confirmation & closure

  • Confirmation for you
    Once the issue is resolved, the relevant support team will confirm with you that the problem has been fixed

  • Confirmation for us
    Log into the portal and reply to confirm with the relevant support team that the issue has been resolved and that you are satisfied with the solution

  • Ticket closure
    The relevant support team will close the ticket once both parties are in agreement that the issue has been successfully resolved

  • Final response
    If you're happy with the resolution and the ticket closure, reply to the ticket with Happy to close

Customer Satisfaction Survey

Please respond to the Customer Satisfaction Survey email to let us know how we did!

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Need more assistance? No problem! Just log a ticket on the Reapit Service Desk Portal at https://reapitsupport.refined.site/ and a member of our Support Team will be happy to help

 

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