Support

Support in the admin sidebar is how you ask the ShortletBox team for help. Owners, admins, and staff can open and reply to requests. Landlords use the portal and do not have Support.

Create a request

1. Open Support.
2. Choose Create support request.
3. Fill in the form:
   • Subject — a short title.
   • Your name and Contact email — filled from your account. Change them if someone else should receive the reply emails.
   • Describe the problem — what you were trying to do, and the steps that reproduce it.
4. Choose Submit support request.

Do not put passwords, payment card numbers, or identity documents in the request. The form keeps what you typed if something needs correcting, and nothing is submitted until it saves.

After you submit, the request opens in your workspace. The ShortletBox team replies on that same request.

Follow the conversation

Your workspace’s Support list is its own history: subject, status, contact, and when it was submitted. Open a row to read the thread and write a reply.

When the team replies, two things happen:

• The reply appears on the request.
• The contact email receives a message with a link back to the request. The email does not include the reply text.

A request with an unread reply shows a New reply chip in the list, and the Support item in the sidebar shows a count. Opening the request, or replying yourself, clears that for everyone in the workspace.

If you reply after a request has been resolved, it opens again so the team can pick it up.

Statuses you will see are Open, In progress, and Resolved. The ShortletBox team moves a request between them. You do not set the status yourself.