When should I book a support call vs raise a ticket?

Easy Realty provides both options so agents can get help efficiently without unnecessary back‑and‑forth.

This article explains when to use each.

When to book a support call

Support calls are best when conversation matters.

Book a support call when:

The question involves an active transaction
Compliance or disclosure clarity is required
A decision needs to be made in real time
A walkthrough or explanation would be faster than typing
The situation feels unclear or risky

Calls are ideal for issues where tone, nuance, or immediate confirmation are important.

There is no limit on support calls. Booking a call is encouraged whenever clarity matters.

When to raise a support ticket

Support tickets are best for issues that can be handled asynchronously or need to be documented.

Raise a ticket when:

You have a straightforward question
You are requesting access, updates, or confirmation
You need documentation or follow‑up
The issue is not urgent
You want a written record of the response

Tickets allow support to review details, respond thoughtfully, and track resolution.

Email creates a ticket automatically

Emails sent to hi@easy.realty automatically create a support ticket.

This is a reliable option when you are unsure which path to use or need help outside business hours.

All tickets are logged and timed to ensure a guaranteed response.

Using both together

It is common to start with a ticket and move to a call if the issue becomes more complex.

It is also common to book a call and then have follow‑up handled through a ticket.

Both paths work together. There is no wrong choice.

What not to worry about

Do not worry about choosing the “wrong” option.

If a ticket should be a call, support will redirect it.

If a call should be a ticket, support will guide next steps.

The goal is clarity, not perfection.

Rule of thumb

If you need discussion, book a call.
If you need documentation, raise a ticket.

Either way, support is always available.