Support guide for estate agents
A clear ticket helps us understand what happened, reproduce the issue and send it to the right person sooner. You do not need to use technical language. Please describe the issue in your own words and include the details requested below.
The most helpful tickets explain the difference between what you expected to happen and what actually happened. Please include the page or property involved, the exact URL, the steps you took, and a screenshot where possible.
Providing more context helps us triage the ticket correctly, understand the issue from your point of view and ultimately fix it more quickly.
Describe the problem in a few words. For example: “Property photos are not appearing on the listing page” is more useful than “Website issue”.
Copy the full address from your browser’s address bar and paste it into the ticket. Include the URL for the page where the problem occurred, not only the website homepage.
Example: https://your-website.example/property/12-main-street
Explain the task you were completing, such as uploading photographs, editing a property, publishing a listing, changing a price or submitting an enquiry form.
List the actions in order. Numbered steps are ideal:
Tell us what you expected to happen. For example: “After saving, I expected the three images to appear in the property gallery.”
Tell us what happened instead. For example: “The images appeared in the editing screen but were missing from the public listing.”
Attach a screenshot showing the problem, error message, missing information or unexpected result. If the issue occurs after several steps, screenshots of the relevant steps can also help.
Tell us whether the issue happens every time, occasionally, only for one property or for several properties. If it worked previously, tell us when you first noticed the change.
Please do not replace the address with a general description such as “the property page” or “the listings section”. The exact URL helps us investigate the correct page.
A screenshot should show enough of the screen for us to understand the problem. Where possible, include the browser address bar or paste the URL separately in the ticket.
If the issue cannot be shown in one screenshot, attach a small sequence and label it clearly, such as Step 1, Step 2 and Result.
“I expected the updated asking price to appear on the public property page after I saved the record.”
“The new price is visible in the administration area, but the old price is still shown on the public page.”
This comparison is especially useful because the system may be working differently from the way you expect. Explaining both sides helps us determine whether there is a fault, a setting that needs changing, a delay, or a step that has been missed.
Please describe the difference politely and clearly. You do not need to decide whether it is a technical fault before submitting the ticket.
For example, you could write:
“I expected the property to be visible immediately after publishing. It is not visible yet, so I would like to check whether I have missed a step or whether there is a delay.”
This wording gives us room to investigate what the system is designed to do, what actually happened and whether a change or explanation is needed.
Please explain the business impact rather than only marking a ticket as urgent. For example:
You can use the following structure when submitting a ticket:
Subject: [Short description of the issue]
Page URL: [Paste the full URL from the browser address bar]
Property or record: [Property address or reference, if relevant]
What I was trying to do: [Describe the task]
Steps I took:
What I expected: [Explain the expected result]
What happened instead: [Explain the actual result]
How often it happens: [Every time, occasionally, one property or several]
Business impact: [Blocked, high impact, limited impact or question]
Browser and device: [For example, Chrome on Windows laptop]
Attachments: [List the screenshots or files attached]
Every useful detail helps us spend less time asking follow-up questions and more time investigating the issue. A complete ticket helps us triage it correctly, understand what you are experiencing and work towards the right fix.
If you are unsure whether something is a fault, a question or a request for a change, submit the ticket with the information you have. We can help clarify the next step.