Different teams within Actabl handle specific types of inquiries, from technical bugs to billing and strategic account management. Use this guide to direct your inquiry to the correct department.
| Department | Contact Email/Method | Purpose |
| Alice Support | support@actabl.com | Report bugs, "how-to" questions, report parsing setup, integration troubleshooting, and custom work requests. |
| Customer Success | csm@actabl.com | Strategic support, business reviews, new feature activation, contract questions, and training requests. |
| Billing/Accounting | alice-accounting@actabl.com | Questions regarding invoices, renewals, or setting up payment portals. |
| Product Feedback | Resource Center > Share Your Feedback | Submit ideas for new features directly to the Product Team and vote on ideas submitted by other users. |
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| Required Information for Support Tickets | Details |
| Full Name | Of the user experiencing the issue. |
| Property Name | (and specific location if part of a group). |
| Description | Of the question or issue. |
| Steps to Reproduce | (e.g., "I clicked X and Y happened"). |
| Screenshots | Or screen recordings of the error. |
| Ticket ID | (if the issue relates to a specific request). |
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| Custom Work Requests Details | Information |
| Lead Time | Expect 2–4 weeks for completion. |
| Requirements | You must provide specific details (e.g., desired text, font names, brand standard samples) when opening the ticket. |
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| Emergency Lockout | Details |
| Locked Accounts | Users are locked out after 10 failed login attempts. |
| Unlocking Accounts | Support cannot unlock accounts; you must contact a Hotel Admin or Hotel User Admin on the property to unlock the profile. |
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