How to Contact Support

Only designated Power Users can submit cases (previously called Tickets) to AspireCare. Power Users are determined during Aspire Implementation, with the number of Power Users based on your company's tier and size.

To add more Power Users, submit a request to the AspireCare team, and we’ll respond within 24 hours.

Note

If you’re not a Power User, ask one of your company's Power Users for help with your issue.

Tip

Can’t find the Resource Center icon? Follow our troubleshooting steps.

If it’s your first time submitting a case, follow these steps:

1. In Aspire, select the Resource Center’s question mark icon in the top right corner of the screen, then select the Support option. Only Power Users will see the Support option.
   

2. You'll be brought to the Help Hub to submit a case.

3. Under the Portals heading, select the appropriate option to start creating your case.

   Note

   The Help Hub may show different options depending on whether your company also integrates with PropertyIntel or Pro Products.

The different options for support are listed below:

This option is where you submit a case for general Aspire Cloud support questions and Layout Requests.

Only Aspire customers with the PropertyIntel integration can submit this case type. When you select PropertyIntel Support, you’re given several options: Technical Support, Licensing and Billing Questions, Product Trial Questions, Report an Issue, and Suggest Improvement.

This is where you submit Pro Service requests. Examples of Pro Services are Data Migration, Customized Layouts, Education Services, and more.  Read more on Pro Services here.

This option is available to customers with any of the following Pro Products: Marketing Pro, Fleet Pro/Azuga, and Inova.  

When filling out a request form, red asterisks indicate required fields that you must fill out before you can create your case. The fields available to you depend on which case type you selected.

Simply fill in as many details as you can about your request, and submit your case!

If you want the fastest resolution possible, follow the tips below to be a support request rock star. 🤩

Here are some general tips to help you equip us to understand and respond to your request as fast as possible:

• Describe the part of Aspire you’re using (Opportunities module, Admin lists, Work ticket number, Invoice number, etc.), what's not working, and how you expect the system to work. This helps us know where to start and what "not working as expected" means to you as the user.

• List the steps you took that led to the problem. This helps us test and recreate the issue you’re experiencing.

• Copy and paste any error text into the case description.

• Provide screenshots and video of your process and any error messages or glitches. If you aren't sure how to do this, check out one of the articles below!

  • How to Take a Screenshot (For Windows)

  • How to Take a Screenshot (For Mac)

• If only certain people are experiencing an issue, list the users affected and the time they started experiencing the issue. This can help us understand if the issue is isolated or system-wide.

• Tell us what platforms and file formats you’re using. These could include operating system (Mac OS XX, Windows XX), file upload type (.PNG, .HEIC, .PAGES), or browser (Chrome version XX.XXX…).

• If an issue is related to one of your customers, tell us their email address and send a link to their contact record in Aspire.

• If your case is email-related, tell us when the email was sent and to whom.

After you submit your case, our team will respond within 15 minutes to acknowledge your request. You can view and respond to updates in two different places, described below.

Important!

When you respond to updates from our team, pick one option and stick with it for all communication related to that case.

This is the recommended option. From the Support page where you submitted your case, select My Cases in the top bar.

Use the Cases dropdown to switch between Open Cases, Closed Cases, and Recently Viewed. Use the search bar to find a specific case.

When you select a case, there are three tabs to choose from: Activity, Details, and Files.

• Activity is where you communicate back and forth with the AspireCare team. Use the Share an Update section to answer questions and give us more information. Select the Share button after typing out your update.

• Details shows general information and the original case description.

• Files lets you view files you’ve attached files and add additional files related to your case.

You’ll also get updates via email from aspirecare@youraspire.com, and you can reply to the emails directly.

• To ensure that your email account doesn’t block aspirecare@youraspire.com or sort our emails into junk/spam, add it to your contacts list.

• Create a folder or label within your inbox to route all email responses coming from aspirecare@youraspire.com to more easily manage your Aspire related cases.

If you’re a Power User and you can’t see the Resource Center icon, it’s likely that the Resource Center is being blocked by an ad blocker or pop-up blocker, or that pop-ups/redirects are not enabled in your web browser.

Try these troubleshooting steps in order:

1. Check if you have any ad blocker or pop-up blocker installed in your browser. If possible, add an exception for Aspire (cloud.youraspire.com) in the blocker plugin or software.

2. Allow pop-ups in your web browser. To find out how to allow the pop-ups, you can do a simple web search for your specific browser. A common search phrase for this would be: “How to enable pop-ups in Google Chrome”.

3. Ask your IT company or IT personnel if network-level firewalls or blockers may be blocking the Resource Center. Ask them to add Aspire (cloud.youraspire.com) to your company’s allow-lists.

Now you know all about submitting a support case!