How to contact support

For: An admin or ops lead who has a problem to report and wants it solved on the first reply, not the third.

You’ll accomplish: sending a ticket with everything we need to investigate, leaving out the things you should never send, and knowing when to expect a response.

A good ticket is the difference between “fixed in one reply” and a week of back-and-forth. The whole trick is telling us what you expected, what you saw, and exactly which thing to look at. This article gives you the short list.

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1. Before you write: check the obvious first

Many issues have a faster answer than a ticket:

• Is it us? Check the status page first — propsocket.statuspage.io. If we’re reporting an incident, you don’t need to file anything; we’re on it. Subscribe there for updates.
• Is there an article for it? A failed sync, data that looks wrong, a quiet webhook — each has a help article that often resolves it without a ticket. Browse the help center first.

If neither applies, file a ticket.

2. What to include in every ticket

Copy this into your ticket and fill it in. The more of it you can give, the faster we resolve it:

• Organization slug — the short name in your dashboard URL (e.g., acme-residential). This tells us which account.
• Integration ID — the long ID (UUID) in the integration’s page URL, e.g. …/dashboard/integrations/<id>/. This tells us which connection.
• Sync job ID — if your issue is about a specific sync run: open the run from Sync History and copy the long ID (UUID) from its URL, e.g. …/dashboard/monitoring/jobs/<id>/. This tells us which run.
• The time window — when it happened, with a time zone (e.g., “between 6am and noon ET today”). This tells us where to look in the logs.
• What you expected — what should have happened.
• What you saw — what actually happened, including the exact error message text if there was one. The exact wording is the single most useful thing in any ticket.
• What you already tried — re-tested the connection, re-entered credentials, ran a manual sync, replayed a webhook. This stops us from suggesting things you’ve done.
• A screenshot — of the dashboard, when a button, status, or value is easier to show than describe.

If your issue is about a developer error (an API call returning an error code), include the request_id from that error response — it lets us find the exact request instantly. An engineer on your team will know where to find it.

3. What NOT to include — this matters

Some things should never go in a support ticket, a chat message, or an email to us:

• API keys — never paste a full ps_live_ or ps_test_ key. The key’s name and prefix are enough for us to find it. If you’ve shared one by accident, rotate it right away.
• PMS passwords or credentials — we never need them to investigate, and we will never ask for them.
• Raw resident personal information — don’t paste full Social Security numbers, full payment details, dates of birth, or unredacted contact lists. Reference a record by its ID and the one field in question instead. See What if our data looks wrong? for how to report a data issue safely.
• Webhook payloads or signing secrets — describe the delivery (date, status code, integration ID) rather than pasting its contents. See Read your webhook delivery log.

The IDs and timestamps above let us trace your issue end to end without any sensitive data. If we ever need more, we’ll ask through a secure channel — never by asking you to paste a key or password into a reply.

4. When to expect a response

Response times depend on your plan. The authoritative support targets for each plan live on the pricing page — that’s the single source of truth. As a rough baseline, email support aims for a first response within one business day, with faster targets and additional channels on higher tiers. These are response targets, not contractual guarantees.

A few things that help us hit (and beat) those targets:

• One issue per ticket. Separate problems in separate tickets get separate specialists faster.
• Reply with the missing piece quickly. If we ask for an integration ID or a screenshot, the clock on resolution effectively pauses until we have it.
• Tell us the impact. “This is blocking our nightly export to finance” gets prioritized differently than “minor question.” Be honest about severity and we’ll match it.

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File your ticket

When you’re ready, open a support ticket by emailing support@propsocket.io with the fields from section 2 filled in.

If you’re mid-incident and not sure it’s worth a ticket, file it anyway with what you have — a thin ticket we can ask questions on beats waiting in silence. Just remember the section 3 rule: never send keys, passwords, or raw resident data.