Opening and tracking a support request

The box at the top searches two things at once: Rentibly's built-in guides, and your own past requests. Most "how do I…" questions already have a guide — for channels, pricing rules, owner statements, WhatsApp, smart locks and your website — and the answer is quicker than waiting for a reply.

If nothing covers it, Ask us about "…" opens a new request with what you typed already in the subject.

The same box filters your request list below it, so it doubles as a way to find an older request by subject, reference number or area.

Choose what kind of request it is:

• Question — how do I do something that already exists
• Something's broken — it isn't behaving the way it should
• Billing — invoices, plans, charges
• Feature idea — something Rentibly doesn't do yet

For a question or a broken thing, you can also tag which part of Rentibly it concerns. It's optional, and it helps your request reach the right person first time.

Write a one-line subject and then the detail. What actually helps us:

• what you expected to happen, and what happened instead
• where — a booking reference, property name, or the page you were on
• when you first noticed it

Tick This is urgent only when guests or money are affected right now. It changes how quickly we're expected to respond, so keeping it honest keeps it meaningful.

Attachments

Drop files anywhere on the request pane, or use Add files. Up to 10 files, 25 MB each — images, PDFs, video, Word, Excel and plain text. Screenshots are usually the fastest way to explain a problem.

Requests are grouped by who owes the next move:

Support opens on Needs you when anything is waiting on you, so the page answers "is the ball in my court?" before you read anything.

An amber dot next to a request means we've replied since you last opened it.

Reply in the request itself — the conversation stays in one place, with every attachment attached to the message it came with. We also email you at your account address when we reply, so you don't have to keep the page open.

A closed request can't be replied to. Open a new one and it'll carry its own reference number.

When a request is resolved, you may be asked how we did, right on the request. It's one question and it goes straight to the team who handled it. Answering it is the main way we find out that a "resolved" request didn't actually solve your problem.

If you're an owner or admin on the account, Support shows every request raised by anyone in your workspace. Everyone else sees only their own.

Requests never cross accounts — nobody outside your workspace can see them.