How to Submit a Support Request

To submit an EliseAI Support Request:

1. Sign in to the Help Center (this website) with your EliseAI credentials, if you have not already done so

   

2. Click Submit a request at the top of any Help Center page.

   

See the section below for information to include.

We currently do not offer support by phone and do not have a support phone number. If you need assistance, please submit a support ticket, and our team will be happy to help you as quickly as possible.

Navigate to each section of this article with the links below: 

• Support Bot
• Contact Support from AI Portal
• Submitting the Support Form
• View Past Requests

Support Bot

You may also chat with our support bot. Click the purple chat icon at the bottom right to ask a question or flag an issue. The bot can answer your question or help you locate an article.

Contact Support from AI Portal

Follow these steps to contact support from the AI Portal: 

1. Log in to the AI Portal.
2. Click the Question Mark at the bottom of the left sidebar. A Resource Center menu appears. 
3. Click Contact Support in the Resource Center menu. This opens a window where you can chat with an AI Agent or submit a support ticket.                                                                                           
4. Click Ask us question at the top of the page to chat with an AI Agent.
   • The Agent draws from a deep EliseAI knowledge base and if the Agent cannot answer a question, it can submit a support ticket on your behalf. 
5. You can also click Submit a Support Ticket to open a support ticket and fill in information about your request. See this article's Submitting the Support Form section for details.   

Submitting the Support Form

Once you access the support form, you can enter information such as: 

• Your Email Address
• Organization Name
• Community Name
• Support Category
• Topic
• Subject Line
• Description
• Prospect or Resident Info (if applicable)

Please fill in as much information as possible. This allows us to manage your ticket efficiently and route your request to the correct team. Capturing necessary information up front reduces the need for follow-up questions and back-and-forth. 

Use the Subject Line to summarize your request. A list of suggested articles from the help center appears as you type in your subject. You can click on an article to see if it resolves your issue. 

You can also attach screenshots from the EliseAI Portal to your support ticket. This is an excellent way to capture the details of your request.

Once you submit your request, we send you an email confirmation with a unique ticket number. As the team processes your request, we send emails notifying you of any updates. To follow up on tickets or add additional context, you can respond directly to the ticket's email thread.

View Past Requests

To view past support requests: 

1. Sign in to the Help Center if you have not already done so.
2. Click your name at the top right of the page.
3. Click Requests in the dropdown menu.

The page displays up to three tabs, depending on your user permissions. 

• My requests: Requests you submitted
• Requests I am CC'd on: Requests where another user tagged you.
• Organizational requests: All requests submitted by users in your organization. Please submit a ticket to access this tab.