Quick Reference > Selling Agent Profile and User Role

RE Software provides a built in Service Requests feature that allows eligible users to submit support requests directly to our Customer Care team for Auctions Live, Offers Live and the Auctioneer Booking Platform.

Submitting a Service Request is the preferred way to contact RE Software instead of sending direct emails or messages to your Account Representative. While your Account Representative is always happy to assist, they may not always be immediately available due to daily commitments.

By lodging an official Service Request, your enquiry is securely recorded, prioritised and assigned to the most appropriate team member. This ensures any available representative can respond based on the urgency and priority of your request.

The Service Requests feature is available only to active financial subscribers whose user role is set to Office Administrator. This helps ensure requests are submitted by authorised users within your organisation.

Available Service Request Types

The following Service Request types are available for eligible Office Administrator users:

• General Support Ticket
  Submit a support request for our team to investigate an issue or answer a question.
• Adding Shared User to Account
  Request that an existing user be added to your office account, allowing them to seamlessly switch between shared profiles using the same login credentials. Shared users inherit the assigned user role.
• Sharing Accounts
  Request that an office account be shared with a Corporate account.
• Customer Care Enhancement Suggestions
  Submit ideas and feedback that may help improve RE Software products and services.
• Update Account Details
  Request changes to your office account information.

Corporate, HQ and Auction House accounts also have access to an additional Service Request type:

• Creating a New Office Account
  Submit a request to have a new office created and linked within your existing corporate environment.

Steps to Submit a Service Request

Step 1: Log in to the PC Console, then click the Help icon that resembles a question mark in the top right corner of the screen.

Step 2: Select Service Requests.

Step 3: Your Service Request Dashboard will open, displaying your Pending, Under Review and Closed Service Requests. This allows you to easily monitor the progress of all submitted requests.

Step 4: To create a new request, select Create Service Request from the left hand menu.

Step 5: Select the appropriate Service Request Type by clicking the button beside the request you wish to submit.

Step 6: Complete all required form fields, then click the green Submit Request button. Your request will be automatically assigned to the appropriate RE Software team for review.

Tip

Providing as much information as possible, including property addresses, office names, screenshots and a detailed description of the issue, will help our team investigate your request more efficiently and reduce the need for follow up questions.