Please refer to this article before a Zendesk ticket creation. If proposed steps did not help to resolve your issue, click here to complete the Support Request Form*.
1. Your email address — a generated Zendesk ticket number will be sent to this email.
2. Property Name — Provide the property name.
3. Description — describe the issue in detail.
4. Priority — indicates the level of the request (low, normal, high or urgent).
| ZenDesk Priority | Definition |
| Urgent |
= P1: SYSTEM OUTAGE. Guest facing issue that has a material revenue impact and/or legal implication. No work around exists. |
| High |
= P2: Possibility to impact bookings or revenue. Guest facing issues that has a revenue, legal, or brand impact. A workaround may exist. |
| Normal |
= P3: Significant project or impact but less time-sensitive. Guest facing or operational issue that needs to be prioritized and addressed. Impacts a smaller portion of guests. A workaround may exist. |
| Low |
= P4: Cosmetic request or lesser revenue impacting / long timeframe. Cosmetic or content update. Impacts a smaller portion of booking engines. A workaround may exist. |
5. My request is for the following— indicate the request is for Booking Engine (RevRaise).
We have different resolver group in AZDS, selecting the correct option in the dropdown will speed up the resolution time as reassignment between resolver groups will do not require.
6. The support form will propose you to read a knowledge base article on chosen topic, please read the article and follow the instructions in it and select ''yes'' if it din not help to resolve the issue:
7. Attachments (if applicable)—attach relevant docs/images.
8 Click Submit.
Zendesk will generate a ticket number. To check the status of the ticket, click here and enter the ticket number in the Search field on the left side of the screen.