January 2023 Updates from Palace Support

How to Effectively Contact the Palace Support Team

There are a few ways to contact the team:

• There is a pink/white ‘Help’ button within Palace at the bottom left-hand side of any Palace page. Click the ‘Help’ button and then ‘Contact us’. Fill in the form completely. It is very important to write the issue you are experiencing with detailed information for the support agent to investigate. I.e., tenant/owner/supplier’s names, property address, copy of a report/screenshot (if possible). The more detailed information that is entered the easier it will be for the agent to assist you with minimal questions.
• If you cannot access Palace, you can click on the following link, (and save it to your bookmarks) Submit a request. Fill in the form and click on ‘Submit’.
• You can email support directly, Palace.Support@mrisoftware.com, from your mailing program.

Often the support team receives queries that delay the investigation and resolution times as they must call or email for more information. We know our clients are busy and may be on the road or in a meeting by the time an agent picks up the ticket to make the call. Asking for additional information and requiring a screenshot/report while you are out of the office will delay the speed of resolving your query.

We have some new agents who are upskilling their knowledge with our training team to better support you. We ask for your patience during this time as some of our responses may be delayed.

Inspection App Update

The old blue/white inspection apps have been removed from the various App Stores. If you have downloaded the blue/white apps before they will still be available to you. New users to your company will not find these apps except for the pink Palace Liquid inspection app.

If your company is still using the blue/white inspection apps, please contact the support team for a booking and additional information to move to the pink Palace Liquid inspection app.

You will notice a badge in Palace next to Property inspections that says New. Click this badge for more information on this inspection app.

Our Knowledgebase is constantly being updated to assist you in your query. Browse through the article library as you may find a solution in a written article or as part of a webinar. Accessing our Knowledgebase is easy within Palace. On the left-hand side menu, there is an Updates and Training button. You will find information regarding training, newsletters, and a search area to browse for articles related to your query.

Our Palace Support heroes are here to help if you cannot find the answer.

Feedback on the Support Team

A few examples of some great feedback that has been received this past month:

Kerryn:

Quick answering service, the operator who called me was friendly, and efficient and helped me understand something I was struggling with. I appreciate it!

Ngaire:

Support information and solution-providing were outstanding. The response was also in a timely manner and followed up by an email confirming a solution to my query.

Nikita:

Palace have been amazing to deal with. I had some troubles when I tried to do something myself regarding a property switch, and one of the lovely ladies sat on the phone for a whole hour and helped me sort out my mess without so much as a complaint. Thank you so much for everything you do and making our jobs that much easier!

Response Times

The wait time to answer requests has climbed to a high of 86% 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.