Creating maintenance tickets
Maintenance tickets help you track repair requests, document your response, and maintain records for compliance purposes.
Why track maintenance?
- Legal Compliance - Landlords must maintain rental properties
- Documentation - Records protect you in disputes
- Organization - Never forget a repair request
- Evidence - Demonstrates your responsiveness
Creating a ticket
Step 1: Navigate to maintenance
- Click Maintenance in the sidebar
- Click Create Ticket
Step 2: Select property/unit
Choose the property and unit where the issue exists.
Step 3: Enter ticket details
| Field | Required | Description |
|---|---|---|
| Title | Yes | Brief description (e.g., "Leaky faucet") |
| Category | Yes | Type of maintenance |
| Priority | Yes | Urgency level |
| Description | Yes | Detailed description of the issue |
| Reported By | No | Tenant name or "Landlord inspection" |
| Reported Date | Yes | When you learned of the issue |
Step 4: Add photos (optional)
Upload photos of the issue:
- Before photos (showing the problem)
- Useful for evidence later
Step 5: Save
Click Create Ticket to save.
Ticket categories
| Category | Examples |
|---|---|
| Plumbing | Leaks, clogs, toilet issues |
| Electrical | Outlets, lighting, breakers |
| HVAC | Heating, cooling, ventilation |
| Appliances | Fridge, stove, dishwasher |
| Structural | Walls, floors, ceilings |
| Exterior | Roof, siding, windows |
| Pest Control | Insects, rodents |
| Safety | Smoke detectors, locks |
| Other | Anything else |
Priority levels
| Priority | Response Time | Examples |
|---|---|---|
| Emergency | Same day | No heat in winter, flooding, no electricity |
| High | 1-3 days | Broken appliance, significant leak |
| Medium | 1 week | Minor repairs, cosmetic issues |
| Low | 2+ weeks | Non-urgent improvements |
Quick create options
From property page
- Go to Properties → Select property
- Click Create Ticket in Maintenance section
- Property/unit pre-selected
From lease page
- Go to Leases → Select lease
- Click Report Issue in Actions
- Property/unit/tenant pre-filled
Email threading
Maintenance tickets support email-based conversation threads:
- Send messages to tenants directly from the ticket
- Tenant replies are captured via inbound email and threaded on the ticket
- Full conversation history is preserved as an audit trail
- Attachments (photos, invoices, receipts) can be included in messages
Finding maintenance providers
Use the built-in provider search (powered by Google Places) to find nearby contractors:
- From a maintenance ticket, click Find Provider
- Search by service type and location
- View ratings, contact info, and availability
- Book directly or record the provider for your records
Best practices
Be detailed
Include in the description:
- Exact location (which room, which fixture)
- When issue started
- How it affects livability
- Any temporary measures taken
Document immediately
Create tickets as soon as you learn of issues:
- When tenant reports
- During inspections
- When you notice problems
Attach evidence
Upload:
- Photos of the problem
- Tenant's written request (if applicable)
- Previous related tickets
Ticket status
New tickets start as Open. See Ticket Workflow for status management.