Support Troubleshooting and FAQ
Last updated: October 8, 2026
The answers below cover the questions schools ask most about Support: an empty Tasks queue, an auto-triage count that doesn't match its review window, a missing rating email, and articles residents can't see. Each answer gives the reason and the fix.
Before you start
Housing Cloud switches on each part of Support for your school: the help center, AI answers in the help center, task satisfaction ratings, and auto-triage. A school can't switch these on itself, so ask your Housing Cloud contact if a part is missing. The one switch your school controls is "AI Answers In The Help Center" on the Features page in Setup.
Each area has its own permission:
Tasks queue and task answers: "Read access to tasks" to see tasks, "Edit tasks" to change them
Help article answers: "Manage help-center articles"
Rating answers: "View task satisfaction ratings and dashboard"
My Tasks page is empty
Show Only My Tasks starts on for everyone and shows only tasks assigned to you by name, never tasks assigned to your role. Turn Show Only My Tasks off to see the rest of the queue.
[SCREENSHOT 25-1: A25/01-empty-queue.png — Reuse A17/01.]
Auto-triage says 40 but the window is empty
The count on the Auto-triage button is school-wide and includes closed tasks, while the review window shows only your current view, newest 600 tasks. They often differ, so check the toggles and filters on your view if a task you expected isn't there.
[SCREENSHOT 25-2: A25/02-nothing-to-triage.png — "Nothing to auto-triage" with "Show Only My Tasks" on (skip if auto-triage is off).]
The RA's request has no assignee
Requests a Resident Assistant files on a resident's behalf skip the request type's automatic assignee and start unassigned, unless the RA changes the type while filing. Assign the task by hand, or let auto-triage suggest an owner.
The resident never got a rating email
Rating emails go to the resident who filed the request, 72 hours after it was closed, and only when the request type has rating emails turned on. There is no email when the request was filed on someone's behalf or created by staff, when it was reopened before the email went out, when the resident unsubscribed, or when the resident has no email on file.
A resident who cancelled got asked to rate
The rating email treats a cancelled request like a closed one, so residents who cancel their own request are asked to rate it three days later.
Residents can't see my article
The article isn't published, it's set to Student staff only, or it has unpublished changes and residents still see the last published version. Publish the article, or publish its pending changes.
Publish is greyed
The article has no title, no text, a title that's too long, or a link that residents can't open, such as a link to a draft or to a staff-only article. Fix or remove the problem, then publish.
[SCREENSHOT 25-3: A25/03-publish-greyed.png — Reuse A9/03.]
How do I delete or unpublish an article?
You can't yet. To take an article away from residents, set it to Student staff only and publish.
The suggested article doesn't show on the form
The article isn't published as a suggestion for that request type, or the type has no suggestions yet. Suggestions appear only on the step-by-step request form, up to two per type.
There's no Description box
The request type has a form, and a type with a form has no Description box. Add an "anything else?" question to the form if residents need somewhere to write freely.
[SCREENSHOT 25-4: A25/04-no-description.png — Reuse A13/04.]
A resident can't file again
The request type's Max tasks per student limit counts every request the resident has ever filed in that type, closed ones included. It never resets.
The menu says Requests, not Help
The help center is switched off for your school, so residents see a Requests menu and there are no help articles, suggestions or step-by-step form. Ask your Housing Cloud contact to turn it on.
Do you have live chat?
No. The help center, AI answers and requests cover it: residents read articles, ask for an AI answer, or file a request.