Tickets
Tickets are the main way tenants ask for help and staff manage building work.
Ticket types
Section titled “Ticket types”Personal tickets are private between the tenant and staff.
Community tickets can be visible to other tenants in the same building, depending on the ticket settings. Staff still see the full ticket details.
Statuses
Section titled “Statuses”Common ticket statuses include:
Open: staff still need to handle the ticket.In Progress: staff have started working on it.Resolved: the issue is handled.Withdrawn: the tenant withdrew the ticket where allowed.
Priorities
Section titled “Priorities”Priorities help staff triage work.
Examples:
Low: non-urgent or informational.Medium: normal operational work.High: important building issue.Urgent: safety, access, or serious disruption.
Categories
Section titled “Categories”Categories group related work, such as elevator, access, plumbing, heating, cleaning, or maintenance.
Sicket may suggest a category using AI, but staff workflows and backend validation remain the source of truth.
Unread states
Section titled “Unread states”Tickets can show New or New update states when a user has not opened the ticket or has not seen recent activity.
Attachments
Section titled “Attachments”Tenants and staff can add attachments where allowed. Uploads are checked for file type, size, and plan storage limits.