Support & Messaging

Overview

The Support module at Support module is the in-app communication channel between VillaTax users and the VillaTax team. Rather than routing questions through external email or WhatsApp threads that lose context over time, support conversations happen directly inside the platform where the relevant data already lives.

Each conversation is a thread with a subject, a topic area, and a full message history. Both the user and the VillaTax team can send messages. The thread status tracks whether the issue is open, in progress, awaiting a response, or closed.

Topic Areas

When opening a new thread, users select the area that best describes their question:

• Fiscal — tax calculations, PPh rates, DTA eligibility, BPHTB, PBB, fiscal setup questions
• Bookings — booking ingestion issues, OTA sync problems, revenue discrepancies
• Compliance — obligation deadlines, police report procedures, guest documentation, audit preparation
• Billing — subscription plan, payment, invoice, or feature access questions
• Legal — questions about PT PMA, CV, Perorangan structures, SPT filings, LKPM
• Other — anything that does not fit the above categories

Categorizing threads by area helps route questions to the right team member and allows users to filter their thread history by topic.

Thread Lifecycle

A support thread moves through four states:

1. New — the thread has been opened but not yet seen by the team
2. In progress — the team has acknowledged the thread and is working on a response
3. Waiting for client — the team has replied and is waiting for the user to respond or provide additional information
4. Closed — the issue has been resolved

Closed threads remain in the history and can be reopened if the same question recurs.

What the Support Module Is Not

The support module handles questions, clarifications, and problem reports. It is not a substitute for:

• The Concierge module (Concierge module) — for operational service requests (villa maintenance, guest services, repairs)
• The Regulatory assistant (Regulatory Assistant) — for automated lookups of Indonesian fiscal rules and Pasal citations
• The Audit setup flow — for initial compliance configuration

For questions that require a structured fiscal review, legal interpretation, or hands-on setup help, the VillaTax team may escalate the thread to a consulting engagement.

Notification

Users see an unread badge on the support icon in the dashboard navigation when the team has replied. The thread view shows unread message counts per thread so no reply goes unnoticed.

Access

Support is available to all VillaTax users regardless of plan. The quality and speed of responses may differ across plans; Business and higher plans include priority response times.