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Submit an Otelier Support Ticket

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Submit an Otelier Support Ticket

Learn how to submit a support ticket for an Otelier product

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Before submitting a Support Ticket

Search the Otelier Help Center for articles and videos on the issue requiring attention.

 
  1. Access the Otelier Support Portal.
  2. Select the portal for the product or request:

     
  3. All the options for submitting a ticket for that product or request will appear (they differ for each product).
  4. Select the options most closely related to your issue or request (see below for a detailed list for each portal).
  5. Complete the ticket form (including as much detail as possible and attach screenshots of the issue).
  6. Click Send to submit the support ticket.

     
  7. You will receive an email with the ticket number if you need to follow up.

IntelliSight Elite Support

Submit tickets for IntelliSight Elite (formerly DataVision).

 
General

Change Request

  • Rollups
  • New code additions
  • Report mapping updates
  • Any other questions or requests requiring a change request.

Addin Issues

  • Excel Addin error messages
  • Macro issues
  • Troubleshooting
  • Installation questions

General Feedback

  • Licensing
  • Billing
  • Any other general questions

General Support Questions

Any other support questions or if you are unsure what to select.
Administration

User Management

  • New user requests
  • Password resets
  • Access issues
  • Removing or updating user accounts

Billing/Contract Questions

  • Billing
  • Licensing
  • Contracts
Reports

Report Distribution List Update

  • Changes to property report schedules
  • Changes to corporate report schedules

Report Updates/Changes

  • Updates to distribution lists
  • New scheduled report setup
  • Change an existing scheduled report
  • Any other report changes or updates (not issues)

Reporting Issues

  • Questions about reports
  • Missing reports
  • Errors with reports
  • Any other report issues
Data

Data Delay

Questions about data availability

Data Discrepancy

Questions about data accuracy
 
 

DigiAudit Customer Support

Submit tickets for DigiAudit Pro (formerly HelloGM Night Audit) and DigiAudit Plus (formerly myDocs).

 
Approved Change Requests

Change Request (PRO)

  • Changes to reports or report names
  • Any other changes for DigiAudit Pro

Chane Request

  • Changes to reports or report names
  • Any other change requests for DigiAudit Plus
Common Requests

General Questions

Any general support questions or if you are unsure what to select.

Customer Feedback

Provide feedback on the product or service provided.

Account Administration Request

  • New user requests
  • Password resets
  • Access issues
  • Changing hotel access
  • Removing or updating user accounts
DigiAudit Plus Requests (Formerly myDocs)

Signature Packet Request

  • Questions about signature pack availability.
  • Report missing signature packs.
  • Any other requests involving signature packs.

Report Availability

Missing reports queries.

Change Request

  • Report or report name change requests
  • Report list changes
  • Any other general change requests

Account Administration Request

  • New user requests
  • Password resets
  • Access issues
  • Changing hotel access
  • Removing or updating user accounts

Signature Modification Request

Changes to existing signature packs (e.g. signer or report changes).
DigiAudit Pro Requests (Formerly HelloGM Night Audit)

Account Administration Request (PRO)

  • New user requests
  • Password resets
  • Access issues
  • Changing hotel access
  • Removing or updating user accounts

Change Request (PRO)

  • Report or report name change requests
  • Report list changes
  • Any other general change requests

Report Availability (PRO)

Missing reports queries.
myPerspective Requests

Change Request

  • Changes to the system.
  • Any other changes required (not covered by other categories).

Account Administration Request

  • New user requests
  • Password resets
  • Access issues
  • Changing hotel access
  • Removing or updating user accounts

Data Availability

Questions about data availability

Data Discrepancy

Questions about data accuracy or discrepancies
 
 

IntelliSight Customer Support

Submit tickets for IntelliSight Pro (formerly HelloGM) and IntelliSight Plus (formerly inTouch).

 
General Support

Billing Questions

  • Billing
  • Licensing

General Feedback

Feedback about products and services

General Support Questions

All other support questions and issues
IntelliSight Pro BI (Formerly HelloGM)

General Support Questions (PRO)

Any general support questions or if you are unsure what to select.

Change Request (PRO)

  • Changes to integrations
  • Changes to file uploads

User Creation Request (PRO)

  • New user requests
  • Password resets
  • Access issues
  • Changing hotel access
  • Removing or updating user accounts

Data Discrepancy (PRO)

Questions about data accuracy or discrepancies

Data or Report Delay (PRO)

Questions about data and report availability
IntelliSight Plus BI (Formerly inTouch)

Change Request

  • Changes to integrations
  • Changes to file uploads

Report Distribution List Update

  • Changes to property report schedules
  • Changes to corporate report schedules

User Creation Request

  • New user requests
  • Password resets
  • Access issues
  • Changing hotel access
  • Removing or updating user accounts

Data Discrepancy

Questions about data accuracy or discrepancies

Data or Report Delay

Questions about data and report availability
IntelliSight Plus Guest (Formerly inTouch)

Change Request

  • Changes to integrations
  • Changes to file uploads

Data or Report Delay

Questions about data and report availability
 
 

DigiAudit Plus - Marriott

Submit tickets for DigiAudit Plus (formerly myDocs) - ONLY if you are a Marriott user or submitting for a Marriott property.

 
Approved Change Requests

Change Request

Changes to report requirements
Common Requests

General Questions

All other support questions and issues

Account Administration Requests

  • New user requests
  • Password resets
  • Access issues
  • Changing hotel access
  • Removing or updating user accounts

Customer Feedback

Feedback about products and services
DigiAudit Requests

Report Availability

Questions about data and report availability

Signature Packet Request

  • Questions about signature pack availability.
  • Report missing signature packs.
  • Any other requests involving signature packs.

Signature Modification Request

Changes to existing signature packs (e.g. signer or report changes).
 
 

TruePlan Customer Support

Submit tickets for TruePlan (formerly myPlan).

 
Data Feed Request
  • Requests to upload data.
  • Troubleshooting issues with data feeds.
Admin Request
  • New user requests
  • Password resets
  • Access issues
  • Changing hotel access
  • Removing or updating user accounts
  • Changes to properties (not onboarding or offboarding)
  • Changes to mappings
Technical Support
  • Issues with error messages.
  • Any other issues experienced.
 
 

Onboarding, Offboarding, and PMS Changes

Submit tickets for onboarding or offboarding properties for any Otelier products.

Submit tickets for PMS changes for properties on any Otelier products.

 
Onboarding or PMS Changes

PMS Change

Submit a request to set up a new PMS integration (for an onboarded property).

Request Onboarding

Request onboarding of a new property
You MUST be authorized to submit these requests for your organization.

Fees will be incurred for onboarding any new properties.
Offboarding Request offboarding of a property from any Otelier product.
 
 

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