Tracking maintenance requests

Purpose

The “Maintenance” screen centralises maintenance requests, whether they are entered by the team or reported by a tenant from their portal, so that every incident is tracked until it is closed.

Each ticket carries a “Category”, a “Priority”, an “Estimated cost” and a final cost, which allows you to monitor the workload and prepare the work order sent to the contractor.

Where to find it

1. Operations
2. Maintenance

Steps

1. Open “Maintenance” and click on “New” in order to open the “New ticket” form.
2. Fill in the “Unit” or the “Building”, the “Category”, the “Priority” and the “Description”, then, if you already know it, the “Contractor” and the “Estimated cost”.
3. Click on “Take it on” on the ticket line in order to change its status to “In progress”.
4. Click on “Work order” to create an order containing the unit, the contractor and the estimated cost of the ticket, which then becomes the ceiling for the order.
5. Click on “Close” when the intervention is finished, or select several tickets and apply “Close” in a single operation.

Good to know

• The available statuses are “New”, “Triage”, “Assigned”, “In progress”, “Waiting for parts”, “Closed” and “Cancelled”.
• Creating a work order from a “New” or “Triage” ticket automatically changes its status to “Assigned”.
• An incident reported by a tenant from their portal creates a “New” ticket, with “Urgent” priority if they flagged it as urgent, including attached photos, and the agency is notified.
• Accounting for the work order invoice closes the ticket and records the final cost within it.
• The “Export” button produces a CSV file of the displayed lines.

Related guides

• OperationsManaging work ordersOrder work from a contractor with a cap, obtain owner approval if necessary, and track the visit until the invoice is received.
• OperationsMaintaining the supplier databaseCentralise contractors and service providers with their trades, contact details, insurance, ratings, and contacts.
• LettingsConsulting tenant filesFind each tenant with their leases, payments, incidents, and documents, and manage their access to the tenant portal.
• OperationsCreating automationsDefine rules that monitor a situation every day and create a task, a ticket, a rent reminder or an email.
• PortfolioManaging unitsDescribe each lot, track its commercial status, and retrieve offers, leases, sales, and opportunities related to it on its file.