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Gate, support and the tenant portal3 min read

Reporting an issue with a photo

A tenant with a dripping aircon at 9pm should not have to find your number. Report an issue is a kind, a sentence and a photo; the ticket exists before they put the phone down.

By the end of this pageYou will know exactly what the tenant does, what it creates, what they see afterwards, and how to log the same report from a phone call.
On this pageOn your sideFrom a call or a walk-inWhat the tenant sees afterwards
Reporting an issueWalkthrough
‹ SupportReport an issueWHAT KIND?PlumbingElectricalAirconAppliancePestsOtherAircon in the bedroom drips wateronto the floor since last night📷 Add photoSend‹ Support#319 · AirconRECEIVEDReported · 22 Aug 21:40with 1 photoWe'll look at it this weekDana · 23 Aug 08:12Mang Rey will come Thursday 2–4 pmDana · 23 Aug 09:30You'll be asked 'fixed?' when it's closed. Reopen within 7 days if not.
  1. Open Support on the portal home. Any open tickets are listed; Report an issue is the button.
  2. Pick the kind. Plumbing, electrical, aircon, appliance, pests, structure, noise, other. The kind sets the default urgency and who it is routed to.
  3. Describe it in a line or two. The field asks "what and where"; that is usually enough.
  4. Photo. Camera or gallery, up to three. Strongly encouraged — a photo of the leak saves a visit to look at the leak.
  5. Send. The ticket gets a number. The tenant sees it immediately under Support with status Received.

On your side

The ticket lands in the Inbox for triage with the kind, photo, unit and tenant. Urgent kinds — no water, no power, a leak into another unit — also notify the on-call person by WhatsApp if you set one in Settings › Support. Support tickets follows it from there.

From a call or a walk-in

Reception logs the same thing from Support › New, picking the unit. The ticket is identical, and the tenant sees it on their portal as if they had raised it, marked "logged by reception".

What the tenant sees afterwards

Status in plain words — Received, Scheduled, In progress, Done — and each update you write, with a time. When closed, one question: fixed? Yes closes it for good; No reopens it, once, within seven days, and it comes back to the top of your list.

No chat. Tenants sometimes ask for a message thread. Tickets carry updates in one direction on purpose: the tenant asks, you answer, the record stays short. A tenant who needs a conversation gets a phone call, and the outcome goes on the ticket.

Related

Gate & portal · 4 minSupport ticketsRead the article →Gate & portal · 4 minThe tenant portalRead the article →Money out · 3 minThe InboxRead the article →
←  Paying from the portalContractors on a ticket  →

Describes the platform as it is today. Something out of date? Tell us. · help 0.12.3