25.4 Help & Support: Getting Assistance

When you encounter questions, run into issues, or need guidance on using Close Master effectively, here are your primary support resources:

1. Close Master Platform Help Resources (Self-Service):
   • Knowledge Base / Help Docs: Look for a Help icon (?) or a "Help" link, often located in the bottom right corner or top right header of the Close Master interface. Clicking this usually opens a searchable Knowledge Base. This library contains numerous articles, step-by-step tutorials, video guides, and explanations covering most platform features. Always try searching the Help Docs first for answers to "how-to" questions or explanations of features.
   • (Potential) In-App Chat/Tickets: Depending on the platform version and support level, the Help menu might also offer options for initiating a live chat with the platform's general technical support team or submitting a support ticket directly through the interface. Use this primarily for reporting specific technical platform bugs, unexpected errors, or functionality not working as described in the documentation.
2. The Close Agency Support (Your Primary & Recommended Contact):
   • Scope: For questions related specifically to your agency's account configuration, issues with integrations set up *by the agency* (like external lead source parsing), questions about billing for your Close Master access provided by them, strategic advice on how to best leverage the platform to meet your specific real estate business goals, or if you are unsure how a feature applies in your context, contact The Close Agency's dedicated support team directly.
   • Contact Methods: Use the specific support channels and methods provided to you by The Close Agency (e.g., a dedicated support email address, a specific support phone number, a client portal for submitting tickets, or your designated account manager).
   • Why Contact Them First: The Close Agency understands your specific account setup, any customizations they've implemented (like Snapshots or Workflows), your agreed-upon service level, and your overall business relationship. They are best equipped to provide tailored support and guidance relevant to your agency's unique situation.

Use the platform's Help Docs for general feature understanding, and rely on The Close Agency's support for account-specific issues and strategic guidance.