What information should I include in a support request?

Support works best when the situation is easy to understand. Well‑written requests are resolved faster and with fewer follow‑up questions.

This article explains what to include when submitting a support request through the Support Hub or by email.

Start with the situation

Briefly explain what is happening.

Indicate whether the issue involves:

An active transaction
A compliance or disclosure question
System access or technical support
General guidance or confirmation

Starting with context helps support triage the request correctly.

Explain the specific issue

Describe what is unclear or not working.

Avoid broad or open‑ended questions. Be direct about the problem you are trying to solve.

Clear issues are easier to address than general concerns.

Include relevant details

Add any information that directly affects the answer.

This may include:

Transaction stage
Deadlines or time sensitivity
Forms or documents involved
MLS or system names
What has already occurred

Sharing details up front reduces back‑and‑forth.

State what decision or outcome you need

Let support know what you are trying to determine or complete.

Examples include:

Whether something is allowed
What the next step should be
Whether an action is required
How to proceed safely

Support guidance is clearer when the objective is known.

Mention anything you have already checked

If you reviewed a knowledge base article, form, or prior guidance, include that information.

This helps identify where clarification is needed rather than repeating known material.

Use attachments when helpful

If a document, screenshot, or draft is relevant, include it with the request.

This is especially helpful for transaction, form, or technical questions.

Choose the right channel

Support tickets and email requests are best for documented, non‑urgent issues.

Support calls are the better option when the issue requires real‑time discussion or immediate clarity.

Why this matters

Complete, well‑structured support requests:

Receive faster responses
Reduce follow‑up questions
Improve accuracy
Create better records

They protect both the agent and the brokerage.

Rule of thumb

Describe the situation.
Explain the issue.
Provide details.
State the goal.

Clear requests get clear answers.