Tickets
What tickets are for
Section titled “What tickets are for”Tickets are how residents report issues and how staff track operational work in Sicket.
Examples:
- no heating
- plumbing issue
- noise or common-area issue
- damage in a shared area
Who can create tickets
Section titled “Who can create tickets”Only tenants can create tickets.
They can only create tickets inside the building they belong to, and current backend rules also require the tenant’s residential unit when creating a ticket.
Ticket types
Section titled “Ticket types”Personal
Section titled “Personal”Personal tickets are intended for resident-specific issues.
They are visible to:
- the original ticket creator
- staff in scope such as assigned landlords
- organization admins
- platform admins
Other tenants do not see personal tickets.
Community
Section titled “Community”Community tickets are intended for issues relevant to other residents in the same building.
They are used for:
- tenant-visible shared issue discovery
- duplicate recommendations during ticket creation
- community support flows
Other tenants in the same building can view community tickets if current visibility rules allow it.
Anonymous tickets
Section titled “Anonymous tickets”Tenants can create tickets anonymously.
Anonymous does not mean invisible to staff. It means the dashboard should not expose the resident’s personal identity where the backend masks it.
Current behavior:
- staff can still manage the ticket
- tenant identity is hidden where the backend returns masked author data
- comments by the original author on an anonymous ticket are also masked for non-creators
Ticket lifecycle
Section titled “Ticket lifecycle”Typical lifecycle:
- tenant creates ticket
- duplicate recommendations may be shown first
- staff review and update status
- comments are added as needed
- internal notes can be added by staff
- ticket is resolved or closed
The product also keeps a ticket activity history so changes can be reviewed later.
Comments vs notes
Section titled “Comments vs notes”Comments
Section titled “Comments”Comments are part of the visible ticket conversation.
Internal notes
Section titled “Internal notes”Notes are staff-only operational notes.
They are useful for:
- internal handover
- follow-up reminders
- context that should not be shown to tenants
Attachments
Section titled “Attachments”Tickets can also include attachments so staff can inspect photos or files related to the issue.
AI in the ticket flow
Section titled “AI in the ticket flow”Current AI support is assistive, not autonomous.
That means:
- duplicate detection is advisory
- AI can suggest answers before a tenant submits a ticket
- AI can suggest a priority and category
- staff can generate a draft reply
The user still decides what to submit and how to proceed.