Submit A Support Request: Get Appfolio’s Attention
There is a question looming in the property management community. “I’ve got questions, how do I get Appfolio’s attention?” A solution that has worked for some, is to be thoughtful about your subject line.
If this is truly a time sensitive matter, then try adding the word URGENT in the subject line. It’s also important to answer their questions quickly so that they can best process the request. Start with a sentence such as, “This is for property XYZ, tenant John Smith, and the amount, or other pertinent information or something like as shown in the example below.
Be thoughtful about this and don’t abuse that word “urgent” because we want this to be effective should there be a deadline for getting a “back office” function completed such as in the case of a bank switch, or even more importantly an environmental crisis that requires fast action to fulfill your responsibilities to your tenants. Remember last year’s hurricanes?
Once you start thinking along these lines, the request for help process works a little more quickly. Another tip is to let them know if you are a Presidential user for tasks that require that access.
If I don’t want automated help file responses, I tell them in the first sentence to please not send me an automated email response. If I want the merge of a vendor, I give links or screenshots to convey exactly what it is that I’m requesting. AppFolio representatives are more times than not conscientious about getting accurate facts so that they can complete a back office function for you correctly. We are thankful for these representatives that help us with “back office” functions.