Support

Open a ticket

Something is broken, something is missing, or there is a piece of equipment in your building you want the system to talk to. Write it down once, in full, and the rest of it happens in your own inbox.

Three kinds

Which one is this?

Fault or maintenance

Something that used to work and stopped, or works but not properly: a screen that will not open, an invoice that will not print, a lock that refuses a card, a room that never gets the shut-down command.

Tell us where you saw it, when it started, and which room or device. Half of a diagnosis is knowing where to stand.

Feature request

Something your hotel does every day that the system does not do yet — a report you want cut differently, a step at the desk you want to stop repeating.

The most useful line in this ticket is how you do it today. The current workaround is what reveals what the feature actually has to do.

A device or model we do not support

You have an air conditioner, a lock, a meter or a sensor of a model the system does not know, and you want it controlled and read like the rest.

This one is an engineering ticket: give us the model exactly as it is printed on the unit, the interface it speaks, and the datasheet if you have one.

The ticket

Write it here

Kind of ticket Fault or maintenance Something stopped, or works badly. Feature request Something you need that is not there yet. Device or model A unit you want the system to support.

Who is writing

Hotel (required)

Your name (required)

Email (required)

The ticket is followed by replying to the message, so give the address you actually read.

Phone (optional)

What it is about

One line (required)

This is the line we see in a mailbox, so make it specific: "the lock on 302 refuses the new cards" beats "problem".

Where does it happen?

How urgent is it?

Room, device or terminal (optional)

When did it start? (optional)

And did anything come just before it — an update, a power cut, a unit fitted that week?

What happens, and what did you expect? (optional)

The steps that bring the fault back are worth more than a description of it. And the error text as it appeared, if there was one.

Which part of the system?

Who would use it? (optional)

A receptionist, a housekeeping supervisor, the accountant, the manager, the guest.

How do you do it today? (optional)

A book, a spreadsheet, a phone call to the room, or not at all — the workaround is what shows us what the feature has to do.

Kind of device

Make and model (required)

Copy it character for character off the plate or the label, including the model suffix and any hardware revision.

How many, and in how many rooms? (optional)

Interface or protocol

Not sure? Leave it and write what you can see under the specifications below — the model usually tells us.

How is it controlled today? (optional)

A wall panel, a handset, an app, a central controller, or nothing at all.

Full specifications (required)

Everything printed on the unit and in its sheet: voltage and phases, port speed and settings, register addresses if you have them, handset command codes, how many fan steps — and whatever you thought was too small to mention.

Is there a datasheet or a protocol document?

The form carries no files. Attach the sheet to the message itself, in your mail app, before you send it.

Could one unit be made available for testing?

The detail

Tell it in your own words (required)

The button opens your own mail app with the whole message written out and the reference in the subject. Nothing is sent to a third party, and nothing you type here is stored by this page. If your mail app does not open — it happens on some machines — the copy button puts the whole ticket on your clipboard instead.

Afterwards

How it is followed

Email is the ticket

There is no account to create and no dashboard to log into to find out what happened. The ticket is a message in your inbox, and the answer arrives on the same thread.

A person reads it and replies — not an autoresponder.

The reference

It is generated in your browser and written into the subject line, so the ticket is identifiable in every message that follows.

Its letters are chosen to survive being read down a phone line: no zero, no one, and no letter that looks like either.

Or write to us directly

info@ihotel-app.com

+966 56 810 4584 on WhatsApp

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