Find support
Step 1
Open Support
At the bottom of the menu on the left, click Support. You see every ticket you opened, with its status. Tickets the team has answered say Reply received.
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Open a ticket
Step 2
Describe your question or problem
Click + New Ticket. Give the ticket a short title, choose a Category and describe what happened: what you did, what you expected and what you saw. Then click Submit Ticket.
Enlarge screenshotTip: The more precise the description, the faster the answer: the property, the booking or the screen concerned, and the date.
Step 3
After you send it
Casitana shows the ticket’s number and adds it to your list with the status Open. You can close the page: the team’s reply comes to you.
The reply, and your answer
Step 4
Read the reply
When the team answers, the ticket moves to In Progress and the bell at the top of the screen shows a notification. Click it, or the ticket in your list: the reply is under your description, with its date.
Enlarge screenshotStep 5
Answer in the same ticket
Need to add something, or answer a question from the team? Type it in the box under the conversation and send it. It stays in the same ticket, with everything said before.
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A closed ticket
When your question is settled, the team closes the ticket. A closed ticket can no longer be answered: open a new one if something else comes up.