News December 8, 2021

December Updates from the Support Team

Palace Support Tech Tip

I cannot find my inspections in Palace’s ‘Import List’?

The Import List, found by going to “Property” > “Property inspections”, shows all photo and video inspections that have been uploaded from the inspection apps. Inspections will need to be submitted and uploaded successfully from the app to appear in the Import List.

With the additional options in Palace to create inspections in the property diary and to duplicate previous inspections these will not show in the Import List.

To avoid confusion rather not work through the Import List and preferably work on an inspection via the property diary. The property diary will show all the inspections and will be easy to ensure the correct inspection is edited.

If the Import List is cleared often this will not clear the inspection in the property diary, only this list will be affected.

Knowledgebase
Our Knowledgebase is constantly being updated to assist you in your query. Give it a go. Browse through the article library as you may find a solution either in written form or as part of a webinar or recorded video. If you are not able to find the answer there our Palace Support heroes are here to help.

Feedback on the Support Team

Some great feedback was received this past month:

‘Happy with the prompt response and clear guidelines and or helpful staff on the other end of the phone. Thank you, team!’ – Kobie

‘My support person was great. She didn’t know the solution to my issue so messaged her supervisor and then was able to guide me through the steps to resolve my query. She was so happy she was able to help me, she said it made her day!!’ – Kim

‘Your service is prompt, I always get a reply and solution within the hour. Answers to my question are responded with easy to read instructions and/or videos. Further help is always offered and I regularly receive follow-ups ensuring I have resolved my issue.’ – Denise

We encourage everyone to always review our service and send feedback messages as this helps us to better assist our clients. Should there be something that was missed or something that we could do better we enjoy hearing from you.

‘My phone once again would not download inspections.’ – John

Solution:

We have an article in our Knowledgebase that runs through some of the steps that will help to upload those inspections which are stuck on the app. The article is called My inspection is not uploading

If there are interruptions in Palace services a newsletter will be sent to inform clients of the issue and once rectified another newsletter will be sent.

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Response Times

The wait time to answer requests has climbed to a high of 88% of requests being responded to within 30 minutes. Our support desk operates within New Zealand trading hours with support for our Australian clients as well.

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