Help and Support

You have three ways to get help: ask the assistant, send the support team a short message, or create a detailed ticket. The assistant is in the sidebar under Assistente Smartlandlord; the message and tickets are under Aiuto e supporto: Pagina di aiuto, Ticket di supporto and Contatto e supporto.

Quick questions: the assistant

Questions about how to use the platform, property management, taxes or calculations are answered at once by the Assistente SmartLandlord. Open Assistente Smartlandlord in the sidebar, type your question or click a suggestion. How the assistant works is described in the AI assistant guide.

Message to support

For a short request use Contatto e supporto.

1. Open Aiuto e supporto > Contatto e supporto. Your name and e-mail address are already shown at the top and come from your account.
2. Write your message in the "Il vostro messaggio" field. It must be at least 20 characters long.
3. Click Invia il messaggio.

Afterwards "Messaggio inviato" appears with the link "Visualizza i miei ticket". Your message has been created as a low-priority ticket and can be viewed there.

Create a detailed ticket

For bugs, account problems or requests where you want to set a priority, add attachments or give details, create a ticket.

1. Open Ticket di supporto. The page opens in a new tab.
2. Click Nuovo ticket.
3. Fill in the required fields (marked *) Titolo and Categoria.
4. Choose the Priorità. The default is "Media"; the levels are explained below the field.
5. Fill in the required field Descrizione.
6. Optionally add Tag, URL correlato and Informazioni del browser. Rilevamento automatico fills in the browser details for you.
7. Optionally add files under Allegati: JPG, PNG, GIF, PDF, TXT, DOC, DOCX, XLS or XLSX, at most 10 MB per file.
8. Click Crea ticket.

If an attachment fails to upload, the ticket is still created; the page names the affected files.

Beside the form you find the response times and the support business hours.

Follow your tickets

Under Ticket di supporto you see I miei ticket: the counters Totale, Aperto and Scaduto at the top, below them the list with search and filters for status and priority.

A click on a ticket opens the detail page with three tabs:

• Comments: the exchange with support. Under "Aggiungi un commento" write a reply, optionally with files, and send it with Invia.
• History: changes to status and properties.
• Files: all attachments of the ticket.

On the right are status, priority and category. Chiudi ticket closes a ticket you consider done; a resolved or closed ticket can be opened again with Riapri ticket.

The statuses are Aperto, In corso, In attesa, Risolto, Chiuso and Riaperto.