Support — tickets and how verification works

What this screen is for. Getting help from the HomeRecon team — open a ticket, follow the thread — plus the page behind the HR Verified shield, "How verification works," for anyone who wants the record explained. How to get there. Sidebar → Support (just above Settings). The verification page opens from any finding receipt's "How verification works" link. What every button does Learn how it works — the first card on the page, with two links out to homerecon.ai. Watch the videos opens the Learn page, which has a short clip for each part of the app. Read the guide opens the Docs page, which has a written page for every screen. Both are public, so nothing asks you to sign in again, and both open in their own window so your work stays where it is. It sits above your tickets on purpose: most questions already have an answer there, and reading it beats waiting on a reply. New ticket — pick a Category (six plain choices: Billing & payments · Technical issue · Feature request · Data problem · Getting started · General, each with its one-line meaning), a Priority, a Subject, and "How can we help?". Open ticket creates it with a number like HR-000123 and lands you on its thread. Your tickets — subject, status (Open · In progress · Waiting on you · Resolved · Closed), category, number, and when you opened it, with a search box across all of it. The thread — your request up top, the conversation below, a reply box ("Write a reply…" → Send reply), and a green Resolution card once the team resolves it with a note. The team's internal notes never show here — what you see is the conversation with you. When the team replies, you also get an email with the reply, sent to the person who opened the ticket. Talk to Ashley — a card under your tickets, marked Beta. It starts a live voice call with HomeRecon's AI about how the product works. Tap it, allow the microphone, and just talk. You can jump in while she talks. Mute turns your mic off. End call hangs up (it says Cancel while the call is still connecting). The card and the call both say "This call may be recorded." The call runs on an outside voice service, and that service keeps a transcript. This is the one place she lives. She is not in the Genie. What Ashley can do: explain how HomeRecon works, screen by screen. She learns from these help pages. What Ashley cannot do: she cannot see your inspections, clients, or any business data. She cannot change anything, open a ticket, or take a payment. For your own data, use the Genie. For a person, open a ticket. She hangs up by herself after about 90 seconds of quiet, or about a minute after you leave the screen. That stops a forgotten call. How verification works (/support/verification) — the shield's story in plain words: accepting a finding fingerprints its words, severity, location, and photos into a receipt with your name and the server's time; the server double-checks the fingerprint before recording anything; receipts chain, so removing one from the middle shows; an edited finding's shield turns amber ("Changed since review — re-review") until you accept again — and both receipts are kept. It's honest about the limits too: the record is tamper-evident, not a notary service. Common questions "How do I get help?" New ticket. Tell us what's happening and what you expected; we'll get back to you and the thread keeps the whole conversation. "What does 'Waiting on you' mean?" We asked you something — open the thread and reply. "Can I close my own ticket?" Not today — reply that it's sorted and the team resolves it, which puts the green Resolution card on the record. "A buyer's lawyer asked what the shield means." Send them /support/verification — it's written exactly for that reader, honest limits included. "Is this the same Support my clients see?" No — the portal has its own Support page for clients and agents; this one is yours. Good to know Every role on your team can open a ticket — Support isn't gated. Ashley's call can fail. If your browser blocks the mic, she says so. Allow the mic and try again, or use Chrome or Safari. Validation is plain sentences ("Add a subject."), and a failed send never loses what you typed. The bottom of the page shows your version — for example "Version 1.0 (8f41d2aa)". The number is the app version (the same one the App Store and Google Play show); the code in brackets says exactly which build you have. Read both out when you call us. Related A finding — the shield and receipt this explains Settings — your account The portal's Support page, for clients