Hello everyone, Craig here, your Client Success Manager at Resident 👋
It’s been a good five months since we last discussed this, hasn’t it? Time flies, especially in the busy world of property management, and maintenance issues never take a holiday.
Today, I’m keen to share some insights into a module we’ve developed that’s a real game-changer for managing those inevitable maintenance headaches. If you’ve ever felt overwhelmed by the sheer volume of requests coming in from all angles – emails, phone calls, snail mail, even face-to-face encounters whilst out on an inspection – you’re certainly not alone.
Imagine, instead, a centralised hub where all these requests are organised and easily managed. Our Ticketing module does just that, allowing you to assign tasks, delegate to your team, respond directly to those who raised the issues, and generate work orders, all from one convenient place.
In this post, we’ll delve into how the Ticketing module can significantly improve your efficiency, benefiting both you and your clients. And for those who prefer to see it in action, there’s a video demonstration linked at the end of this article!
What Exactly Is Ticketing?
Let’s start by visualising the main dashboard of the Ticketing module:
Imagine the most organised to-do list you’ve ever seen, right at your fingertips. You can easily see tickets assigned to you, pending assignments, and those allocated to your colleagues – ideal for managing workloads, particularly when team members are out of the office.
The module also features a powerful keyword search, enabling you to locate tickets swiftly. You can tag tickets by block name or issue type and prioritise them using the Grade feature.
How Integrated Is Ticketing?
The answer is: completely integrated!
Leaseholders or Directors can submit tickets via email, the online portal, or directly from your website, and all requests will seamlessly populate within the Ticketing system. If the submitter’s email matches a registered account in Resident, their block, flat, and owner information will automatically populate. Plus, the system will capture their contact details and any files they attach to their initial request.
Additional Features of Ticketing
Here’s a snapshot of what Ticketing has to offer:
- Assign Tickets: Delegate tasks to team members with ease.
- Automatic Notifications: Get alerted when new tickets are received or assigned to you.
- Weekly Status Reports: Stay updated on progress and outstanding issues.
- Create Work Orders: Link work orders back to specific tickets for easy status updates.
- Task Creation: Never lose sight of important tasks related to a ticket.
- Two-Way Messaging: Communicate directly with ticket reporters, keeping all correspondence logged within the ticket.
- Individual Ticket Tracking: Access all tickets raised by a specific leaseholder under their Ownership Details tab.
- Internal Notes: Make notes visible only to you and your colleagues.
- Merge Tickets: Combine reports of similar issues, like a shared broken lift.
- Audit Trail: View a comprehensive log of actions taken on each ticket, providing clarity and accountability.
The Ticketing module continues to help a vast number of our Clients manage Maintenance better than they’ve ever been able to, before. We’re confident that you won’t need it, but we even offer a 14 day cooling off period, should you decide it isn’t for you!
To help gain a deeper understanding of all things Ticketing, please feel free to check out the Video Demonstration, by clicking the link!
If you wish to learn more then please reach out to me directly:
