The card in the sidebar
Every plan has a named account manager, shown at the foot of the CRM sidebar with their photo. Clicking the card opens the ways to reach them.
Which channel to use
Open a support ticket is the right default for almost everything. It is threaded, replies come back inside your CRM, and there is a record of what was asked and answered — which matters when something takes more than one exchange to resolve.
Send a direct message opens a private thread in Team Chat, for teams that have it. Good for a quick question that does not need a paper trail.
Call the direct line is available on Agent Pro and above. Best for anything urgent or hard to describe in writing.
What to include
For anything involving a specific listing, the MLS number saves a round trip. For anything involving a lead, the lead name. Screenshots help more than descriptions of what a screen looked like.
