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Withdrawn: the tenant withdrew the ticket where allowed.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.
Waiting states and next actions
Section titled “Waiting states and next actions”Staff can use a waiting state to explain what the ticket is waiting for.
A next action date can help staff remember when to follow up.
Next actions are not individual staff assignments. Responsibility still follows the building: assigned landlord first, organization admin otherwise.
Resolution feedback
Section titled “Resolution feedback”After a ticket is resolved, tenants may be able to rate how helpful the resolution was.
This helps staff understand whether the issue was actually solved and where ticket handling can improve.
Attachments
Section titled “Attachments”Tenants and staff can add attachments where allowed. Uploads are checked for file type, size, and plan storage limits.