Important Reminders When Submitting Support Tickets

Modified on Thu, 04 May 2023 at 10:40 AM

IMPORTANT REMINDERS WHEN SUBMITTING SUPPORT TICKETS

Before you submit a ticket, please make sure you are following these guidelines:

1. Review the PRM Programs Guide.

2. Review your own notes from trainings, meetings, or previous similar issues that were resolved.

3. Look for help on the Knowledge Base Solution Articles page.

4. Review past resolved tickets.

5. NOT ALL TICKETS ARE CONSIDERED URGENT. We have mentioned previously that we will change the ticket status if we see that the matter on hand is not urgent or a high priority.

6. When submitting tickets, make sure to upload any approvals, or documents that support your request. If there are missing information, further delays to resolving.

7. Provide details. We will not investigate and research the issues on your behalf.

8. Ticket will be closed out if we do not receive a response from you within 7 days.

9. Examples of priority levels (these are EXAMPLES and are not limited to other situations):

URGENTURGENT

Unit availability for RENTCafe
Unit transfers
Renewals
Move Outs/ Deposit Accounting, NSFs

HIGH

Adding lease charges
Change of Occupancy
HUD discrepancies
Past Renewals/MTM

MEDIUM

Lease renewal proposal approvals
Correction spreadsheets
Holding deposit reversals

LOW

Late fee reversals
MPI corrections/reversals

10. Please do not open tickets for Technology Related Matters as this may cause delays in resolving the issue. For all IT Matters, please email ittech@pelicanabc.com