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Ticket workflow

Maintenance tickets move through four statuses. There's no branching workflow with waiting-for-parts or waiting-for-access states — status changes are a single click, not a form.

Ticket statuses​

stateDiagram-v2
    [*] --> Open: Ticket Created
    Open --> InProgress: Work Started
    InProgress --> Resolved: Work Completed
    Resolved --> Closed
    [*]

Open​

  • Newly created ticket
  • Not yet addressed

In Progress​

  • Work has begun

Resolved​

  • Issue has been fixed

Closed​

  • Ticket fully closed out

There's no "Waiting for Parts," "Waiting for Access," or "Cancelled" status — if you need to note a delay reason, use the ticket's email thread (see Creating tickets) rather than a status.

Updating ticket status​

  1. Go to Maintenance, find and open the ticket
  2. Click the status button for the next status (e.g., Mark In Progress, Mark Resolved)

There's no separate "resolution details" form — marking a ticket Resolved doesn't prompt for a resolution date, notes, cost, or contractor. If you want that information on record, put it in the ticket's email thread or attach it as a receipt/invoice.

Response time tracking​

There's no per-ticket response-time metric (time to first response, time to resolution, time in each status) shown anywhere in the UI. A property-level maintenance score, derived from open/high-priority ticket counts, is computed nightly on the backend, but it isn't currently surfaced on any page either — see Health scores.

Best practices​

  1. Update promptly - Change status as soon as action is taken
  2. Use the email thread - Document delays, scheduling, and communications there
  3. Attach evidence - Photos, receipts, invoices as message attachments

Next steps​