How to submit a support ticket in the attendant app
Submitting a Support Ticket
Audience: Security personnel and gatehouse staff using the Proptia Visitor Processing application (browser or kiosk).
Goal: Report issues, questions, or enhancement requests so they reach both your Proptia dealer and Proptia Support for the fastest resolution.
1. Launch the Ticket Form
Confirm you’re logged in to the Visitor Processing app.
Click Submit Ticket (paper‑airplane icon) in the upper‑right toolbar.
The New Support Ticket window opens.
2. Enter the Ticket Details
| Field | Required? | What to type |
|---|---|---|
| Subject | ✔ | A one‑sentence summary (e.g., Printer not connecting at North Gate). |
| Description | âś” | Describe what happened, when it started, and any steps already taken. Include error codes or messages verbatim. |
| Priority | Optional | Choose Low, Normal, or High (use High only when entry traffic is blocked). |
| Attachments | Optional | Drag‑and‑drop screenshots, photos, or log files that illustrate the problem. |
Tip: The clearer your description, the faster Support can reproduce and resolve the issue.
3. Submit
Click Send.
Your ticket is immediately emailed to:
Your assigned Proptia dealer – for on‑site or hardware assistance.
Proptia Support – for application‑level troubleshooting.
You’ll receive confirmation by email along with a unique ticket number.
4. Track Progress
Email Updates: Replies from Support or your dealer arrive in the same email thread.
In‑App Status: Re‑open the Submit Ticket modal to view recent tickets and their current status.
Best Practices
One issue per ticket – avoids confusion and accelerates triage.
Include screenshots – a picture of the error dialog is worth a hundred words.
High priority – reserve for urgent access‑control failures (e.g., gates stuck open/closed).
Follow‑up calls – if traffic is backing up, phone your dealer after submitting the ticket.