To help avoid the large amount of emails that can fly to any number of email addresses in self-managed organizations, Vlge provides a basic support ticket system. Allowing residents to create a support ticket, classify the issue, receive brief automated suggestions for help, and track the issue to completion.
👀 How does it work?
Residents "Create" a support ticket by clicking a button found in their My Property page or in the configured "Get Help" section in Member Home.
The Board or designated users view the tickets in the lower left Navigation under "Tickets"
The Board or designated users open the ticket, adjust the status, leave notes and close it out. Public notes can be viewed by both the board and the resident.
👉 Where does a resident find the Support Ticket creation?
The "Create Support Ticket" can be found in a couple of places.
⚡️ First, on the "My Property" Page
⚡️ Also, further down the My Property page there is a support ticket section:
Residents can view or update their tickets here as well.
⚡️ On the Community Home page - Admins/Board members can configure the Community Home Page to include the Get Help section which allows for the placement of the create support ticket button.
🛟 How do I configure the Get Help Section?
Visit General Settings and look for the Management Section. Look for "Help Sections"
You can configure any number of sections within this help button off of the Community homepage, and each will be represented in the order that you set up. While you can add any button with any link and icon that you wish within these sections, one of the preconfigured buttons is the Add ticket button. If you select this on any one of your topics where residents may seek help, it will pop up a ticket creation modal with your preconfigured settings for categories and suggested help guidance.
By selecting to include a Ticket Button, this section on community home will now have the ticket creator button present.
👀 Where do I adjust our ticket settings?
Visit the tickets page located in the admin area of the lower left nav. You can view any submitted tickets as well as update your settings.
If you click on the settings button, you'll be presented with a page where you can edit on two tabs: Contact Reasons and Ticket Statuses.
Contact Reasons is where you decide which pre-configured reasons your members can select when creating a ticket. This is important because each Contact Reason can have its own pre-configured Help Text aimed at helping the member solve the problem without ever having to even submit a ticket. However, if a ticket ultimately does need to be submitted, you now have a history of the categories of tickets that have been submitted. you can also route different contact reasons to different emails if you so choose.
Ticket Statuses is where you can configure your own set of statuses that you like to track. Pre-configured statuses commonly used by most HOAs are included.
Each contact reason can be configured by:
Name
Description
Suggestion text (which is what the submitting member will see when they select the contact reason specified)
Email that this contact reason is routed to
Service level agreement - or the time which you expect it may take to resolve issues with this type of contact reason
You can also require an address, and you can mark these as inactive if you want to temporarily remove them from visibility.
🛟 Need more help? Just Ask!