Customer Support Portal FAQ

Our previous approach (logging issues in the project management tool or direct messages) led to inconsistent details, unclear priorities, and reduced visibility. The new system provides structure, accountability, and streamlined communication.

All support-related items, including:

• Bug reports

• Technical issues

• Access/account issues

• General product questions

Feature requests, strategic discussions, roadmap planning, and long-term initiatives will still take place through your Customer Success Manager or Product Manager in regular meetings.

You can submit a ticket via:

• The support portal: support.usehitch.com

• Emailing: support@usehitch.com

Yes, but only for follow-up and project-related initiatives.
It will no longer be used for support requests.

All communication — updates, questions, resolutions — will occur inside the ticketing system. You’ll be notified via email.

If submitting a request through the support portal, just follow the form guidelines.

If you're sending a direct email, to speed up resolution, please provide:

• Issue type, module affected, affected loan number and/or user email;

• Complete description of the issue, steps to reproduce;

• Expected vs. actual behavior;

• Screenshots or screen recordings;

• Impact level (e.g., blocking, urgent, minor).

Inlcude as many details as possible.

Our support team will triage each request and assign it to the appropriate specialist.
Your CSM will still oversee prioritization and ensure alignment with your needs.