Getting started with Support: My Requests and Status Page

This guide explains how to make the most of our Help Centre and Status Page. You will be able to view your tickets, monitor your organisation’s requests, submit new issues, and check live service information all designed to provide a smoother and transparent support experience.

1. Sign Up and Verification
2. My Requests
3. View your organisation’s tickets
4. Submit a support request
5. Use the Smart‑Status page

1. Sign Up

Sign up and email verification is the same step. Select My Requests and follow the prompts - you will be asked to sign up or verify your email address. This gives you full access to all available support features, such as, tracking support tickets, accessing organisation wide tickets and accessing additional knowledge base content.

How to verify your account

1. Select My Requests, under Support in the Help Centre. 
2. Follow the prompt asking you to verify your email.  
3. Create a password when prompted.
4. After completing these steps, you can see your Requests 

2. Viewing Your Requests

You can easily track the status of your support requests from your portal.

To view your own tickets

1. Log in to the Support Portal.
2. Select My Activities from the top-right menu.
3. Click Requests.
4. You will be able to see:
   1. Tickets you have created
   2. Tickets where you are copied (CC’d)

3. Viewing Organisation Tickets

If you are a site contact, property manager, or administrator, you may have access to all tickets created by members of your organisation.

To view organisation-wide requests

1. Go to My Activities.
2. Select Organization Requests.
3. A list of tickets created by users at your site or organisation will be displayed.

This provides visibility into recurring issues, trends, and team-wide concerns.

4. Submitting a Request

Submitting a ticket through the portal allows for faster and more accurate handling of your request.

How to submit a ticket

1. Select Submit a Request at the top of the page, under Support.
2. Complete the form with:
   1. The issue category
   2. A description of the problem
   3. Relevant contact information
   4. Optional attachments (screenshots, documents, etc.)
3. Select Submit.

You will receive an email confirming your ticket has been created. You can view updates under My Activities.

5. Using the Smart Status Page

The Smart Status page provides live information about the service status at your location.

What the Smart Status page shows

1. Any active incidents
2. Planned maintenance
3. Resolved incidents

How to use the Smart Status page

1. Select Smart Communities Status
2. Check your address.
3. Subscribe to any notifications you want to keep up to date on.

If an issue is already listed, the support team is aware and working on it. You only need to submit a ticket if your experience differs from what is shown.

Need Assistance?

If you have trouble verifying your account, accessing tickets, or logging in, please contact support or submit a new request. Our team is ready to assist you.