Service requests

Overview

Residents report issues from their unit, common areas, or amenities. Each request is categorized, assigned, and tracked to resolution. SLAs make sure nothing is forgotten.

Who uses this

• Residents create and follow their requests.
• Concierge triages.
• Manager assigns and monitors SLAs.
• Vendors receive assignments and update status.

Open the feature

Sidebar → Service requests.

Step-by-step

1. Resident taps New request, picks a category (plumbing, HVAC, noise, etc.) and describes the issue with photos.
2. The request enters the queue. Staff acknowledge within the configured SLA.
3. Manager assigns to in-house staff or an external vendor.
4. Updates and messages stay in the request thread.
5. When complete, staff mark Resolved; the resident confirms or re-opens.

Settings & permissions

Admins configure categories, SLAs per category, default assignees, and whether photos are mandatory.

Multi-building tips

Use All buildings to see overdue tickets across the portfolio. The building filter supports search for long lists.

Notifications

Resident: status changes and messages. Staff: new request in their queue, SLA breach warning.

Reports & exports

Reports → Service requests shows open by category, SLA compliance, top units, and average resolution time.

Troubleshooting

• Wrong category. Any staff member can re-categorize.
• Resident reopened a closed ticket. It moves back to the assignee with the original history.

FAQ

Can residents see staff notes? Internal notes are hidden — public messages are visible to the resident.

Are vendors charged per ticket? No — vendors invited through the platform are free to use.

Glossary

• SLA — the maximum allowed time before action is required.