Knowledge Base
Getting Help: Support Tickets and Platform Issues
Two places to raise something, one of them public. How to pick, and what never to put in a public post.
Two places, and one of them is public
Inside RealtySlate you can either open a support ticket or post on the platform issue board. They are genuinely different, and one mistake is expensive.
A support ticket is private to your company
Only you and RealtySlate support can read it. That makes it the right place for anything involving your account, your clients or your data. It is safe to include names, addresses and account details.
The platform issue board is visible to every RealtySlate customer
It is a shared board for faults and ideas in the software itself, so other people can add what they are seeing and follow the outcome. Never include client names, addresses, transaction details, or anything from your account. A post cannot be unseen.
Which to use
Open a support ticket when:
- Something is wrong with your account, website or billing
- You need help doing something, or something looks incorrect
- The problem involves a client, a transaction or a document
- It is urgent, or it is stopping you working
Post a platform issue when:
- You have found a bug that would affect anyone, not just your account
- You want to request a feature or make a suggestion
- You want to check whether something is already known
- You want to see what was fixed, built or declined, and why
Not sure? Open a ticket. If it turns out to affect everyone, support will raise it on the issue board for you — without your account details.
Both are reached from Support → Customer Support after signing in. The issue board is not permission-restricted: anybody with a login can report a bug, because the people who see the most faults are not always the people with the most access.
Writing a ticket that gets solved quickly
The difference between a one-reply ticket and a five-reply ticket is almost always the first message.
- What you were doing — the page, and what you clicked.
- What you expected, and what happened instead. These are two different sentences and both matter.
- Who it affects — just you, one agent, or everybody.
- When it started, and whether anything changed around then.
- The exact wording of any message on screen.
- A screenshot, which is usually worth more than the description.
Set the priority honestly. Marking everything urgent stops priority meaning anything, and the genuinely urgent ticket behind yours is somebody else's closing.
Before you raise it — things that are not faults
A short list of states that look wrong and are not:
- "No active IDX feed" — normal until your MLS approves the feed. See IDX and MLS Approval.
- HTTPS reads "Not requested" — the certificate is requested during provisioning.
- Last sync reads "Waiting" — expected before your website's first synchronisation.
- Site waiting on DNS and SSL — your A and CNAME records are missing, wrong or still propagating.
- Offices, commissions or transactions will not open — correct on the Solo Agent IDX plan; those belong to RealtySlate Complete.
- The setup wizard sends you back a step — you tried to jump ahead of where you had reached.
What support can and cannot do
Can: investigate account problems, connect and troubleshoot MLS feeds, help with domains and DNS, correct billing, recover deleted items inside the recovery window, and open a logged support session to reproduce something you are seeing.
Cannot: approve your MLS feed or pay your association's fees, change your DNS at your registrar for you, or reverse a plan change without a request from the account owner.
Support access to your account is logged and time-limited, and shows a banner throughout. See Security and Account Access for how Support PINs work — particularly the rule that you should never give a PIN to anybody who contacted you first.
Not a customer yet?
Sales questions go through Contact Sales or a demo request. The support ticket system is for people with an account.