Help

Rebecca Bootman
15 steps
17 minutes

Kayako

IT & Data Support

There is some built in support on the mobile software, accessible via the 'Support' section of the navigation menu. However, there may be instances where you need further information or to raise a support ticket if you are experiencing software issues. This additional support can be accessed via our helpdesk.

Our helpdesk includes a knowledge base with access to our software user manuals and a list of frequently asked questions and guidance notes, as well as enabling users to raise a support ticket for technical queries. You can either access the helpdesk via a separate website or directly through the IT & Data Support button if you have access to Lifespan Housing. You will be prompted to create an account when first accessing the area from either location.

To access the helpdesk via website search, click the following link or paste the URL into your browser. <https://property-tectonics.kayako.com/en-us/login>

To access the helpdesk via Lifespan Housing, there is an 'IT & Data Support' button available within the help section of each module which provides a direct link - click to open the helpdesk in a new tab of your browser.

Helpdesk Login

Once you have accessed the helpdesk, you will be directed to the of the screen to create a new account. If you have access to Lifespan Housing, enter your login details and click 'Sign In'. Alternatively, there are options on screen to sign in with other platform credentials or 'Sign up' if you need to create a new account.

Knowledgebase

The helpdesk is split into different sections to cover the different Lifespan software products. At the top of the screen, the search bar can be used to look for guidance on a specific topic. Use the free text field to start typing in a query and matching topics will appear as you are typing.

The 'Getting Started' section provides some general guidance and links, as well as some frequently asked questions. Click on any of the blue headings to be directed to the relevant information page.

Manuals are available to download for each Lifespan software product. Navigate to the 'Lifespan Software Manuals' section and click on the relevant option. For the Lifespan Mobile manual, this is stored within the 'Lifespan User Manuals' link.

Click 'Lifespan User Manuals' again to open the list.

Click view to download a copy of the manual.

Raise a Support Ticket

If you experience any issues while using the software, you can raise a support ticket which will send a message directly to our software team. Click 'Start a conversation' at the top of the screen.

Select a software type from the list. For mobile related issues this should be 'Lifespan Housing and Mobile'.

A form will be displayed on screen allowing you to provide information relating to the problem you are experiencing. Please enter as much detail as possible in the fields provided, including screenshots or attachments where necessary via the 'Upload files' section. NOTE: Additional information provided at this stage will help the software team investigate and replicate the issue more effectively, which may lead to a quicker resolution.

As you work through the fields, a section on the right will update to pull through any associated guidance documents from the knowledgebase that may be related. In some instances, there may be guidance that could help to resolve the issue. Where this does not contain sufficient information, continue working through the form to submit a support ticket.

Click 'Send' to confirm the submission. You will receive an automated email and a support agent will be in touch regarding the ticket raised. All communication will be received via email through the Kayako mailbox below. [support@property-tectonics.kayako.com](mailto:support@property-tectonics.kayako.com) NOTE: This address can also be used to raise a direct ticket via email, however if using this format please ensure you are still providing sufficient detail for the support team to investigate and resolve.