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Creating maintenance tickets

Maintenance tickets help you track repair requests, document your response, and maintain records for compliance purposes.

Why track maintenance?​

  1. Legal Compliance - Landlords must maintain rental properties
  2. Documentation - Records protect you in disputes
  3. Organization - Never forget a repair request
  4. Evidence - Demonstrates your responsiveness

Creating a ticket​

Step 1: Navigate to maintenance​

  1. Click Maintenance in the sidebar
  2. Click Create Ticket

Step 2: Select property/unit​

Choose the property and unit where the issue exists.

Step 3: Enter ticket details​

FieldRequiredDescription
UnitYesWhich unit the issue is in
Tenant emailNoFor the tenant's copy of updates
TitleYesBrief description (e.g., "Leaky faucet")
PriorityYesLow, Medium, or High
DescriptionYesDetailed description of the issue

There's no separate Category, Reported By, or Reported Date field.

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.

There's no ticket category field — tickets aren't classified as Plumbing/Electrical/HVAC/etc. Describe the issue type in the title and description instead.

Priority levels​

There are exactly three priority levels — there's no "Emergency" tier:

PriorityExamples
High (Urgent)No heat in winter, flooding, no electricity
MediumMinor repairs, cosmetic issues
LowNon-urgent improvements

Quick create options​

From property page​

  1. Go to Properties → Select property
  2. Click Create Ticket in Maintenance section
  3. Property/unit pre-selected

From lease page​

  1. Go to Leases → Select lease → Maintenance tab
  2. Click Create Ticket
  3. Unit and 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:

  1. From a maintenance ticket, click Find Provider
  2. Search by service type and location
  3. View ratings, contact info, and availability
  4. 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.

Next steps​