Gate, support and the tenant portal4 min read

Support tickets: from "the aircon is leaking" to "fixed and billed"

A repair request is a small project with a tenant waiting at the end of it. Tickets give it a number, an owner, a history and a cost — and give the tenant a place to look instead of messaging you at 11pm.

By the end of this pageYou will understand each stage of a ticket, who acts at each, what the tenant sees, and where the cost goes.

On this page

Categories Who can do what The tenant's view Reports

One ticket, start to finishDrag the slider

reportedclosed

Who can do what

Tenants report, add photos and comments, and confirm or reopen. Reception can log and comment. Managers triage, assign, close. Contractors update their own tickets through a link, without an account. Cleaners raise tickets from the checklist page for things they find.

The tenant's view

A list of their tickets with status and the latest update in plain language. No internal notes — staff can mark a comment internal and it stays on your side. The tenant is never asked to chase; the ticket shows them where it is.

Reports

Open tickets by age, by unit, by category; average time to close; cost by category and by unit; contractors by cost and by time. The aircon that has had four tickets this year is visible before the tenant gives notice over it.

Not a chat. There is deliberately no message thread. Updates are short status notes with a timestamp. If a conversation is needed, have it on the phone and write the outcome on the ticket.