STG
Landlord Portal

Support Tickets

Creating and managing support tickets for platform issues

Creating a Ticket

How to Open a Support Ticket

If you need help from the Marula Landlord OS support team — whether it is a billing question, a technical issue, or a feature request — create a support ticket:

  1. Go to Support from the Help menu in your portal
  2. Click New Ticket
  3. Fill in the subject, category, priority, and description
  4. Optionally attach screenshots or files
  5. Click Submit

Your ticket is created immediately and you will receive a confirmation email with your ticket number.

Selecting a Category

Choose the category that best matches your issue:

  • Billing — questions about your plan, charges, invoices, or payment methods
  • Technical — something is not working as expected (errors, bugs, broken features)
  • Feature Request — suggestions for new features or improvements
  • Account — questions about your account, email changes, or access issues
  • Data / Import — help with CSV imports, data migration, or bulk operations
  • Other — anything that does not fit the categories above

Selecting the right category helps route your ticket to the appropriate team member.

Describing Your Issue

A clear description helps us resolve your issue faster. Include:

  • What you were trying to do
  • What happened instead (the actual behavior)
  • Any error messages you saw
  • Steps to reproduce the problem (if applicable)
  • Your browser name and version

The more detail you provide upfront, the less back-and-forth is needed.

Priority Levels

  • Low — general questions or minor inconveniences
  • Normal — standard issues affecting your workflow
  • High — significant problems that block important tasks
  • Urgent — critical issues affecting your ability to operate (data loss, security concerns, payment processing failures)

Choose the priority that honestly reflects the impact. Urgent tickets are triaged first.

Ticket Lifecycle

Ticket Statuses

Your ticket progresses through these statuses:

  • Open — newly created, awaiting review
  • Acknowledged — a support team member has seen it and is investigating
  • In Progress — the team is actively working on a solution
  • Resolved — a solution has been provided; waiting for your confirmation
  • Closed — the issue is confirmed resolved and the ticket is complete

Response Times

Response times depend on ticket priority and support volume. General expectations:

  • Urgent — response within a few hours during business hours
  • High — response within one business day
  • Normal — response within two business days
  • Low — response within three business days

These are targets, not guarantees. Complex issues may take longer to investigate.

Updates and Notifications

You receive an email notification whenever your ticket is updated — when the status changes, when the support team adds a response, or when additional information is requested. Each notification includes a link back to the ticket so you can review the update and respond.

Managing Your Tickets

Viewing Open Tickets

The Support page shows all your tickets with their current status, priority, category, and last update date. Open and in-progress tickets appear at the top so active issues are easy to find.

Adding Information to a Ticket

If you have additional details to share after creating a ticket, open the ticket and add a new message in the comment thread. You can also attach additional files or screenshots. This keeps all information in one place rather than creating a new ticket for the same issue.

Closing a Ticket

When the support team marks your ticket as Resolved, review the solution. If the issue is fixed, you can close the ticket. If the issue persists, respond in the ticket thread to reopen the conversation — the same support member will be notified.

You can also close a ticket yourself at any time if the issue resolved on its own or is no longer relevant.

Getting Faster Help

Writing Effective Descriptions

The most common cause of slow resolution is an unclear description. Be specific:

  • Bad: “Transactions page is broken”
  • Good: “When I filter transactions by date range (March 1–31), the page shows no results even though I can see March transactions in the unfiltered view. Using Chrome 122 on Windows 11.”

Including Screenshots

A screenshot is worth a thousand words. If you see an error message, a broken layout, or unexpected behavior, capture a screenshot and attach it to the ticket. On most systems:

  • Windows: Win+Shift+S to capture a region
  • Mac: Cmd+Shift+4 to capture a region

Checking the FAQ First

Before creating a ticket, check the FAQ — your question may already be answered. Common issues like login problems, session timeouts, and display issues are covered there. If the FAQ does not solve your problem, reference it in your ticket (“I tried the steps in the troubleshooting guide but the issue persists”).

Using the Right Channel

Support tickets are best for issues that require investigation. For quick questions about how a feature works, check the documentation first — the answer may already be here. Save support tickets for problems where something is not working as described in the docs.