---
title: How are support tickets tracked and resolved?
description: Learn how Easy Realty support tickets are logged, tracked, and resolved from submission to closure.
---
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October 5, 2026
# How are support tickets tracked and resolved?
## Short answer: All support requests are logged as tickets, tracked from submission through resolution, and closed only after the issue is addressed.
Easy Realty uses a centralized support system so nothing is lost, forgotten, or handled informally. Every request follows a clear lifecycle.
This article explains how that process works.
**All requests become tickets**
Support requests submitted through the [Support Hub](https://hub.easy.realty/support) or sent to [hi@easy.realty](mailto:hi@easy.realty) are automatically converted into support tickets.
This applies whether the request comes from:
- The Support Hub
- Email
- A redirected inquiry from another channel
[Creating a ticket](https://hub.easy.realty/open-ticket) ensures the request is recorded, time‑stamped, and assigned properly.
**Tickets create visibility and accountability**
Once a ticket is created, it can be reviewed, updated, and tracked until resolution.
This allows support to:
See what has already been addressed
Understand context without re‑asking questions
Ensure follow‑ups are completed
Prevent duplicate or conflicting responses
Tickets create clarity for both agents and support.
**How tickets are reviewed**
Support tickets are reviewed in context, not in isolation.
Priority is based on:
Whether a transaction is active
Whether compliance or risk is involved
Deadlines or time sensitivity
The completeness of the information provided
Clear, well-described tickets move faster through the system. A well-described ticket includes: a clear subject, the relevant transaction or property address (if applicable), a description of the issue or question, and any steps already taken.
**Resolution may involve follow‑up**
Some tickets are resolved with a single response.
Others may require:
- Additional information from the agent
- A support call
- Broker review
- Documentation or confirmation
A ticket remains open until the issue is addressed and guidance is provided. Agents are notified by email when their ticket is updated or closed. If you do not receive a notification, check your spam or junk folder.
**Closing a ticket**
Tickets are closed after the issue has been resolved or guidance has been delivered.
If a closed issue reappears or changes, a new ticket can be opened to reflect the new context.
Closed tickets remain part of the record and may inform future guidance or knowledge base updates.To check the status of an existing ticket or view your ticket history, log in to the [Support Hub](https://hub.easy.realty/support).
**Why this system matters**
Tracking support requests protects agents, the brokerage, and transactions.
It creates a reliable record of:
Questions asked
Guidance given
Decisions supported
This reduces risk and improves consistency over time.
**Rule of thumb**
Use the ticket system for any question, request, or issue that needs a record — no matter how minor it seems. If it matters to a transaction or a client, it should be tracked.
If something matters, it should be tracked.
- [Transactions and Compliance](https://kb.easy.realty/transactions-and-compliance?hsLang=en-us#main-content)
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