News June 20, 2022

June Updates from Palace Support

Palace Support Tech Tip

“How do I setup a new user in Palace?”

When you have signed into Palace navigate on the left-hand side to Users > Add User. Fill in all the details for the new user. When creating a new user in Palace there are a few things to consider. Please see the following article – Adding a New User. This is a short video and there are links to other articles below the video.

With some of our team on maternity leave, we hired new agents to assist us in the support team. Training has begun to upskill the new recruits and while the team are in training it has slowed the response time of support queries, we appreciate your understanding.


Meet the Team

Hello, my name is Madeleine Isabella Dobbelaar,

I am one of the Support Agents at Palace. If you popped a ticket within the past 8 months, it is possible we have already been introduced, if not… Hello, it is very nice to meet you. 😊

I am 21 years old, born and bred in Upper Hutt, Wellington. I became part of the MRI Palace Support Team in October last year. Wanting to gain knowledge and experience in the Property Management industry, there is no better place than MRI Palace.

Since then, I have learned and grown in many ways by investigating your everyday queries, and I look forward to increasing my skills throughout the year.

Before joining Palace, you would find me right underneath the Upper Hutt office. I was working as a Barista, running the café, and keeping the Palace team caffeinated, so I was quite literally in the right place at the right time to have found this job.

In my spare time, I do enjoy seeing my friends, meeting people from other walks of life, looking after all my indoor plants so they do not take over the house, reading a good book about the mind and how to be a better person each and every day.

My ultimate hobby is making people feel happy, relieved and ‘normal’ after meeting me, as I feel the world is so used to just carrying on that we never really get a break to come back down to earth and just feel human for a minute. I do enjoy being able to be that ‘break’ for people.

I am looking forward to working with you all and making the most of every opportunity this year.

Madeleine Isabella Dobbelaar, Support Agent.


In-app notifications

Palace has introduced in-app notifications over the last few months.

Some messages will appear as on-screen pop-ups while others are in various areas in the software known as badges.
These badges are in the form of a white question mark in a green circle.
Clicking this badge will give you additional information relating to where it is located.

An example of an active badge is under the Financial tab and next to Month-end. This badge gives you options for video and article links.

The information in the badges is updated often and may disappear in time or may be seen by specific users only.


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

Feedback on the Support Team

Some great feedback was received this past month:

happy face Sherrol:

The support team were very prompt, friendly and very patient while teaching me Palace Liquid, I felt very relaxed with them.


happy face Louise:

I am quite new to my financial role and have made a couple of silly mistakes. The team – Remi in particular – have been super patient in talking me through correcting the mistakes and what to do to prevent them from happening again.


happy face Karen:

I received help very quickly and the help was spot on and solved my issue within minutes. Thank you very much for the great service. Friendly and helpful – can’t ask for more than that!

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.


sad face Carey:

This problem should not have happened.

With Carey’s particular issue, the support team assessed the query and then sent it to our technical team for further investigation. It was then found to be a 3rd party supplier cause, who were contacted and they confirmed the issue was on their end. The message was relayed and when this was repaired by the 3rd party supplier, they then informed us and our clients.

There are occasions when the ticket queue grows and some of the queries require additional research and assistance from different departments. In cases like these, the response time can be delayed.

With the introduction of our in-app notifications and our knowledgebase articles being updated and added there may be a solution for you while you wait for a response or before you raise a support request.

Accessing our knowledgebase is easy within Palace. On the left-hand side menu, there is an Updates and Training button. This will take you to our knowledgebase where you will find information regarding training, newsletters, and a search area to browse for articles related to your query.


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Response Times

The wait time to answer requests has climbed to a high of 89% 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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