Vote for New Ideas
One common question we receive in support is how to suggest new features for MRI Palace. Fortunately, Palace provides a solution. Every Palace database has a link to the voting platform located at the bottom of the left-hand side menu. This link “Vote for New Ideas,” will take you to MRI’s UserVoice, where you can create an account, add your ideas, read others’ suggestions, and vote on them. The more votes an idea receives, the greater the chances of it being added to Palace in upcoming releases. We have an article available to assist you in creating an account and submitting your ideas. Simply click on “Vote for New Ideas” to get started.
Knowledge Base
Our Knowledge Base is undergoing some updates. We regularly add new articles and have a variety of recorded webinars available. These resources are packed with helpful tips and tricks that can assist current and new users in resolving a wide range of issues.
You may have noticed that users need to create an account and log in to access our knowledge base. This ensures the security of our external product information and allows users to view our help files, announcements, release notes, video tutorials, and submit support requests.
You can use your Palace email for this account, but the passwords may be different. This account is not directly linked to Palace. If you’re having difficulty accessing an article, you might need to sign into our Knowledge Base or create an account. If you create a new account and receive a notification about an active email or account, you can reset your password by selecting “Forgot password.” Then, simply follow the instructions provided in the password reset email after entering your email address.
Visit our Training Academy for recorded and upcoming webinars and workshops.
How to Effectively Contact the Palace Support Team
3 Different ways to contact the team
- To get in touch with Palace support, locate the pink/white “Help” button at the bottom left-hand side of any Palace page. Once found, click “Contact Us” and fill out the form with as much detailed information about the problem you are encountering as possible. This should include the names of the tenant/owner/supplier, property addresses, and a report/screenshot, if available. The more comprehensive your information is, the quicker the agent can assist you with minimal inquiries.
- If you can’t access Palace to use the “Help” button, click the following link to Submit a request and save it to your bookmarks. Fill in the form and click “Submit”.
- To contact Palace support via email, use Palace.Support@mrisoftware.com.
Feedback on the Support Team
Here are a few examples of some great feedback that has been received this past month:
Di:
I always get a fast response and if there is a delay it’s well communicated. The Palace team are always good no matter how stupid my question.
Jess:
I’m just new to Palace and my last interactions have been great. Clear concise answers from people who are very patient with me.
Julie:
I find the response time excellent, and the resolution is always explained very well. If there are any complications the support staff phone to sort which is great.
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 and supporting our Australian clients.
