Creating a Help Ticket

If you have questions or are experiencing an issue using VacayHome Connect products, the below steps will walk you through submitting a help ticket to our support team. You can submit help tickets when logged into the Help Center, or when using the Help Widget. Customer Service will then triage your request and respond within 24 hours on business days (Mon - Fri, U.S.). 

Creating a ticket via the Help Center

If you are logged into the Help Center, follow these steps to submit a help ticket: 

1. Click on Submit a Request, in the upper right corner next to your name. This will take you to the Help Ticket Submission Form. 
2. Fill out the Subject and Description. Please include as much detail as you can, this will help us get to the bottom of your issue as quickly as possible.
   Tip: We have included a template at the end of this article for easy reference. 
3. Make selections from the Request Type and System dropdown menus. Choose the options that best match your request. 
4. Enter your Name and Email address. 
5. Fill out the remaining optional fields, indicated with (optional), as needed. 
6. Click the Submit button. This will create a ticket and notify Customer Service of your inquiry. 
7. You can view the status of your ticket(s) at any time by going to Your Name > Requests, in the upper right corner of the Help Center. 

Using the Help Widget to submit a ticket

If you are viewing this article while logged into VacayHome Connect, or any other page where the Help Widget is visible in the bottom right corner, follow these steps to create a ticket:

1. Click on the Help? widget in the bottom right corner of the page. 
2. At this point you have the option to type your question, or key words relating to your issue and hit the Enter key on your keyboard. The Answer Bot will provide you with articles that match your search terms. 
3. To submit a help ticket, click the Get in touch button at any time. 
4. Click Leave a message. Be sure to include as many details as possible in the How can can we help you? field. This will help us research and address your issue. 
5. Click the Send button. This will create a ticket and notify Customer Service of your inquiry. 
6. You can view the status of your ticket(s) at any time by logging into the Help Center with the same email address that you used to submit your request. 
   If you have never logged into the Help Center, this document will provide you with the steps to set up your login: Setting Up Your Help Center Login

Template

If you aren't sure what to include in your ticket's description, we have created this template to help you out. Simply copy the below, paste it into the description field when submitting a ticket, and add your answers. 

• Company Name: 
• Issue Summary: (Include specific details, such as: Reservation numbers, guest names, property names, date ranges, quote amounts, where you are in the product when you encounter the issue, helpful links, etc). 
• Steps to Reproduce the Issue: 
• Additional Information: