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Welcome to OurProperty

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Index

Welcome to OurProperty. This article will help you navigate your way around our articles in the knowledgebase. Many longer articles will contain header sections with an Index for quick navigation through the page. Click on the links above to jump to that page section.

Zendesk

What is Zendesk?

Zendesk is the support platform that OurProperty uses to manage our customer support interactions. All questions, issues, and other requests are raised as tickets within Zendesk.

Zendesk Account

If you have not yet made an account, your first step should be to sign in to Zendesk. Most articles in our knowledgebase and on this page will require you to be logged in and associated with an agency. Follow the instructions in this article to sign in to Zendesk.

Once you have access to Zendesk, check out this article for an overview of the features available to you. If you are an Office Manager or Administrator you can follow this article for some additional features.

Knowledgebase

The Knowledgebase refers to our collection of articles and past webinar recordings. It is also known as Guides on Zendesk. See this article for how you can navigate around the Knowledgebase.

Terms You Might See Used

  • Ticket - This is what we call an issue, question, or request that has been sent into support via email, chat, or created by our team after a phone call. This will look like an email thread outside of Zendesk, but you can view these in their ticket form by logging into Zendesk. See this article for how to read a ticket.
  • Article - A tutorial in written form explaining how to use a feature within OurProperty.
  • Webinar - A video recording from our weekly webinar sessions on various topics.
  • Update / What's New - Our regular update on what is new or changed within the system.
  • Changelog - Our live patch notes for the system. We list every new feature or alteration in summary format for ease of use and reading. Click here to view our changelogs.
  • Gather - Our community forum where you have access to our changelog and other forum topics.
  • Topic - Contains threads for a single topic.
  • Thread - A collection of message replies to the original posted message within a topic.
  • Guide - Another word for an Article.
  • Request - Another word for a Ticket.

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Support

What Support is Available?

We have five main lines of support available to you:

If you are logged into the PM Portal, you can access our help page by clicking the question mark at the top of your screen. Click here to access this page: https://help.ourproperty.com.au/help

Support will sometimes send information directly to you in the form of banners. You can click the open book to view banners from the past.

Terms You Might See Used

  • Rusty Bot - Our automated support bot. Rusty's job is to provide links and helpful messages to keep you informed when our support staff are unable to.
  • 1st Level - Our first level on support. Their job is to receive tickets, ensure that sufficient information has been provided, provide an initial investigation and evidence, and potentially resolve the issue if it is simple enough. Otherwise they will elevate it to our 2nd level team.
  • 2nd Level - Our second level on support. Their job is to investigate issues further and determine if they need to be elevated to our development team. They will work with you to solve any issues you may encounter.
  • Devs/X team - Our development team, who are divided into various branches for each major component such as payments, leases, NBSU, maintenance. etc. They are responsible for the development and maintenance of the system, including bug and data fixes.
  • Jira - Our internal ticketing system. We may provide you with a reference for enhancement requests or tickets that have been submitted with our development team. They look like this: AOPR-9999
  • Aircall - Our support call system. You can call into it on 1300 687 872. Please note that submitting an email or ticket is our preferred means of tracking support requests. Even if you call into support, it is very likely you will still need to submit a ticket or our support staff will create a ticket on your behalf and send an email to you.
  • Enhancements - These are requests you make to our team in order to improve OurProperty. We work hard to stay at the cutting edge of property management, and that includes doing our best to make your job easier through tools and automations. If something is bothering you with our system or if you see something that could be improved, send an enhancement request for us to review.
  • Banners - Popups that appear on first signing in that advise you of important news related to OurProperty we think you need to hear.

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Teachable

What is Teachable?

Teachable is an online learning platform where you can access a variety of courses created by OurProperty.

Teachable Account

Access to Teachable's content also requires a separate account from your OP and Zendesk accounts. Follow the instructions in this article to sign in to your account or set one up.

Once you have an account setup, you can follow this article to learn how to use Teachable.

Terms You Might See Used

  • Course - A series of lesson content on a particular topic.
  • Lesson - A single part of a course. These contain videos, text, images, and potentially a quiz to test your learning and understanding.
  • Module - A component within the OurProperty ecosystem.
  • Instructor - The OurProperty staff member who composed the course.
  • Enroll - Joining a course. Once enrolled in a course, you can then complete the course.

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New Agency Onboarding

Please see our Onboarding with OurProperty article for more information on onboarding as a new agency.

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New Staff Onboarding

It is recommended that you review the sections on Zendesk and Teachable first and ensure you are signed up correctly so you can access everything linked below. We have compiled a list of initial articles, courses, and webinars that will help get you started with using the platform. If you come across any terms, abbreviations, or acronyms you don't understand, check this article for the meaning.

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