Updates from the Support Team this September

8 September 2021   |   by David Louw

Palace Mobile Pink Inspection App Tips

How do I complete an inspection in the app for it to upload into Palace?

You are at a property, you have taken all the photos that you need, maybe you had added some notes but would like to complete the notes at home or office. Once you have completed the inspection you must press the submit button in order for the inspection to complete and begin uploading into Palace.

If the Submit button is not pressed the inspection will remain “open” on the app for editing at a later stage and be moved to a “Draft” area (for Apple). This way you can revisit the inspection, edit and then submit, however, if something were to happen to the device and/or the app the inspection could be lost without an option to retrieve it.

New Domain Name for Palace: @mrisoftware.com

Palace has a new domain that is being used in conjunction with our current domain, @getpalace.com, which is @mrisoftware.com. We ask that this new domain be added to your email programs allow/whitelist in order to receive our newsletters and responses to your emails.

Depending on your ISP and mailing programs you can do an Internet search where there will be a step by step guide on how to allow email addresses and domains.

Knowledgebase for Palace Live & Server

Knowledgebase has been updated and all help files have been removed for Palace Live or Server as we could not separate them and it was causing confusion. If you need a help file or instructions, please put in a support ticket and the team can still send you the information.

Feedback on the Support Team

Our Knowledgebase is constantly being updated to assist you in your query. Give it a go, browse through the article library as you may find a solution, however, if you are not able to find the answer there our Palace Support heroes are here to help.

Some great feedback was received this past month:

 

It was an awesome service I received. Very clear in their instructions to fix my problem. – Jean

Always very helpful and patients of a Saint! – Lee

I had a couple of what I thought were complicated errors to fix but the team at Palace stepped me through how to fix them, the team member did not judge me and was very patient while I wrote notes. – Usha

We encourage everyone to always review our service and send feedback messages as this helps us to better assist our clients. Should there be something that was missed or something that we could do better we enjoy hearing from you.

Although I have received answers to my questions, both answers do not help me with what I am wanting to do or helping me to cut down my time. – Marise

Solution:

The solutions that were supplied to Marise were correct, however, a little generic and therefore a screen-sharing session was required with a little more detail and a one-on-one discussion/demonstration to be able to resolve this particular query and to assist if this was to repeat.

Once all this was completed Marise was happy and also explained some of the steps to her team.

Response Times

The wait time to answer requests has climbed to a high of 91% of requests being responded to within 30 minutes. Our support desk operates within New Zealand trading hours with support for our Australian clients as well.

If there are interruptions in Palace services a newsletter will be sent to inform clients of the issue and once rectified another newsletter will be sent.

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