How do I submit a support ticket if I need help?

Ticket support is one of several options Buildium offers to get help.

  1. Add a support ticket
  2. Update a support ticket
  3. Resolve a support ticket

1. Add a support ticket

    1. Navigate to the Support & Help link at the top of the page.




    2. From the Help menu, click the Create a ticket.

    3. Based on the subject title, Buildium will suggest help articles that may have the answer you're looking for. If you can't find what you need in help, complete the form.

      Please be as specific as possible. If you have a question about a specific resident, mention their name in the ticket. The more you tell us up front, the more likely we'll be able to answer your question the first time.

    4. Click the Submit button

 

Support tickets can be reviewed and updated through email or by logging into the Buildium account. 

We understand that you may be left with some questions after submitting a support ticket, and our goal is to get you an accurate and helpful answer as soon as we can.

It typically takes a few hours or less to get you an answer, but often it’s much quicker, depending on the complexity of the problem.

Want to check your ticket status? Navigate to the Support & Help menu and select View your tickets.

Here’s what each ticket status means:

Ticket status

What it means?

Open

You’ve just submitted your support ticket, but we haven’t reviewed it yet.

Pending

Okay, we got your ticket, but we have a few questions for you to answer to better clarify the question or situation. To answer those questions, click on the support ticket and add your reply.

On Hold

We’re waiting on other Buildians or our vendors to give us information we need before we can answer your question. If we have more questions after that, we’ll change the ticket status to "Pending".

Solved

We think we’ve got an answer for you, and we’ve updated your ticket with the answer. If we answered your question, go ahead and close the support ticket. If not,  just update the ticket, and we will review it further.

Closed

We closed the support ticket because you were satisfied with our answer or because we have not heard from you in awhile. Still need help? No problem. Just submit a new support ticket, and we will be happy to assist.

 

 

2. Update a support ticket

Sometimes, we need a bit more information to answer your questions that you've asked in a support ticket. In these cases, we'll ask for more information. You'll see our question as a support alert of Awaiting your reply. To tell us more:

  1. Click the Help link.

  2. From the Help menu, click View your tickets.



  3. Click the ticket that you'd like to update. You'll see our most recent response in the menu.

  4. In the form, add your response.

  5. Submit your comment.

Once we receive your update, we'll get back to you as soon as we can. If you'd like to close the ticket, you can do that as well.

3. Resolve a support ticket

Resolving a support ticket lets us know that you're all set and we've answered your question. It also gives you the chance to let us know how we did.

To resolve a support ticket:

  1. Click the Help & Support menu.

  2. From the Help menu, click View your tickets

  3. Click the ticket that you'd like to resolve.

  4. Enter a final comment in the feedback box.

  5. Click Please consider this request solved.

Remember, you can always see the ticket through the View current support tickets link. You should receive an email asking to rate the service received. Select the feedback score you'd like to give us.

 

Article #: 220432327

 

 

Still have questions?

Create a support ticket anytime, and we'll get back to you as soon as possible.

Submit a support ticket