When something is not working as expected in PropertyBoss, providing the right information from the beginning can help Client Care understand the issue and begin troubleshooting more efficiently. Before submitting a support ticket, take a few moments to review the steps below.



TABLE OF CONTENTS

1. Check the PropertyBoss Resource Portal

Many common questions and issues may already be addressed in the PropertyBoss Resource Portal. Before submitting a ticket, consider searching for information related to:

  • Error messages
  • Login issues
  • Setup instructions
  • Common workflows
  • Reporting questions
  • Portal information
  • Troubleshooting guides

You may find the information you need without waiting for a response from Client Care.


2. Confirm That You Need Client Care Support

Client Care Support is appropriate when you are experiencing a software issue, error, access problem, unexpected behavior, or other problem involving PropertyBoss functionality.


If PropertyBoss is functioning correctly but you need assistance learning how to perform a task, choosing a workflow, or understanding best practices, training or self-service educational resources may be more appropriate.


Additional Resources


3. Gather Information About the Issue

You do not need to diagnose the problem yourself. You do, however, need to provide enough information for Client Care to understand what you are experiencing. Whenever possible, include:

  • A clear description of what happened
  • What you were trying to do
  • What you expected to happen
  • What happened instead
  • Steps that reproduce the issue
  • The user or users affected
  • The date and approximate time the issue occurred
  • Whether the problem is ongoing or intermittent
  • The complete text of any error message
  • Screenshots, when available
  • Any recent changes that may be relevant
  • Troubleshooting you have already attempted

Providing these details upfront can reduce follow up questions and help Client Care begin troubleshooting with more complete information.


For more detailed guidance, see How to Reduce Back and Forth During Troubleshooting.


4. Include Screenshots When Helpful

Screenshots can provide important context about what you are experiencing. When possible, include enough of the PropertyBoss program in the screenshot to show where the error or unexpected behavior occurred. This gives Client Care additional context about the location of the issue.


Before submitting screenshots, review them for sensitive information and remove or obscure any information you do not wish to share.


5. Tell Us What You Have Already Tried

If you have already attempted troubleshooting, tell us what you tried and what happened. Examples may include:

  • Logging out and back in
  • Closing and reopening PropertyBoss
  • Restarting the workstation
  • Testing with another user account
  • Testing on another workstation
  • Checking your internet connection

You do not need to complete every troubleshooting step before contacting Client Care. Include the troubleshooting you have already completed so Client Care has additional context when reviewing the issue.


6. Submit One Issue Per Ticket

If you need assistance with multiple unrelated issues, please submit a separate ticket for each issue. Keeping unrelated issues separate allows each problem to be tracked and resolved independently and helps avoid confusion during troubleshooting.


Before You Submit

Make sure your request includes, whenever applicable:

  • What happened
  • What you were trying to do
  • What you expected to happen
  • Steps to reproduce the issue
  • Who is affected
  • When the issue occurred
  • Whether the issue is ongoing or intermittent
  • The complete error message
  • Screenshots
  • Relevant recent changes
  • Troubleshooting already completed


Example of a Helpful Support Request

Subject: Error When Applying Tenant Payment

When applying a payment to a lease, PropertyBoss displays an error message and does not save the transaction.

Steps performed:

  1. Open the lease record
  2. Select Apply Payment
  3. Enter the payment information
  4. Click Save

The issue began on August 28 and affects two users. A screenshot of the error message is attached.


Requesting a Phone Call

You can request a phone call when submitting a support ticket, but please include a description of the issue and any relevant details in your request. 


Providing information in the ticket does not mean Client Care will not call you. It gives us an opportunity to review the issue and complete initial research before the call. A request that only says “Please call me” may require an initial call to gather information, followed by additional research and another conversation.


Sharing the details upfront helps reduce information gathering and allows us to make better use of your time on the call.


Key Takeaway

You do not need to determine the cause of an issue before contacting Client Care. Providing clear information about what happened, what you expected to happen, who is affected, when the issue occurred, and what you have already tried gives Client Care useful information to begin troubleshooting.