Top

Contacting Support

While our help documentation is pretty comprehensive - you might find that you'd prefer to discuss things with a living, breathing person from time to time. This is where our friendly support team comes in!

Our support team is available Monday to Friday 7AM to 6PM AEST. The Support team will answer your initial query within 30 minutes during business hours. Any request sent after hours will be answered the next business day. Our results speak for themselves: Rex has a 98% satisfaction rating and an average response time of less than 20 minutes. We want you to count on us to help you with any issue you might be experiencing.

Important Note: How do we keep our satisfaction high and our response times low? Well, it's done with your help! The more information you supply us with in the initial request, the faster we can use our Rex genius to help you. So please remember to add any vital information to all support requests you send in (eg: address of property, name of contact, the error report you receive, the steps you were taking when something went wrong, etc)

To send a support request, follow the below simple instructions:

  1. Take notes and screenshots first so you can include them in your request
  2. Click the ? in the top right-hand corner of Rex
  3. Click @ Contact Support Team
  4. Enter a subject which relates to your query or problem
  5. Enter the body of your message - please ensure you enter as much detail about your query as possible - this will help us to quickly pinpoint your problem and come to a resolution more quickly.
    You'll see in the Gif below we recommend including:
    • What agency account you're logged into
    • The record you're having issues with
    • What you are wanting to achieve
    • A description of any errors happening 
    • A description of what you are wanting our help with
  6. Click Attach a File to attach a file or screenshot to provide us with some additional information regarding your request
  7. Click Send Request

    ContactSupport.gif

Sending Emails directly to the Support Team

You can also email our support team directly. Just add support@rexsoftware.com to your email application, and send us a new email.

Tip: Please ensure you send a new email for each question. If you send a new question in an old email chain it makes it difficult for us to keep track of your queries and requests.
Back to top
Powered by Zendesk