Raising a support ticket

Finding the 'Support Tickets' area

To raise a support ticket, firstly access your account on the Property Hive website. To do this, navigate to our website and click the user icon in the top-right corner of the header:

Once you are within the account area, select 'Support Tickets' from the left hand menu:

Creating a support ticket

From the 'Support Tickets' tab you can find a list of any previously created support tickets.

Select 'Create Ticket' to raise a new ticket from here:

This will open up a new form for you to submit the details of your request.

Firstly, select the nature of your enquiry which will allow us to route your enquiry to the correct person.

The next step is to select the relevant subscription from the dropdown. Most users will only have one subscription listed, but if you've previously been on a different license or you're a developer, you may see a couple.

Select the one that's relevant to your enquiry:

Following this, you will have the option to create the ticket wording, link it to the website in question and attach files relevant to your submission.

Modifying a support ticket

Navigate to the 'Support Tickets' tab in the left menu to see a list of your tickets:

If you need to provide additional information, update us on a status change, or close a ticket that is no longer required, you can do so in the 'Support Tickets' area.

Click on the ticket in question and scroll down to reply to the ticket.

Selecting 'Submit Reply' will keep the ticket open and provide us with the additional information in your message.

Choosing 'Submit Reply & Close' will close the ticket completely, so ensure you only select this option if you are not expecting a response.

Reopening a support ticket

Navigate to the 'Support Tickets' tab in the left menu to see a list of your tickets:

To reopen a closed ticket, select the ticket in question and then navigate to the 'Reply to Ticket' section.

Selecting 'Submit Reply' & Re-open Ticket' will re-open the ticket and provide us with the additional information in your message.

Choosing 'Submit Reply & Close' will keep the ticket closed, but add any further information to the thread which could be useful if you anticipate re-opening the ticket in the future.