Hi again, it’s Craig, Resident’s Client Success Manager.
I am back to talk to you about another Module designed by Resident, to make your working lives that bit easier.
It truly isn’t an exaggeration to say that sometimes it’s easy to think we are drowning in maintenance issues being reported. Those issues also get reported in a multitude of ways: email, phone, letter, voicemail, in person… to name but a few.
Resident has designed the Ticketing module, to help ease the pain. A way to capture maintenance issues all in one place. You can attribute tasks, assign to colleagues, respond to the sender, create work orders and so much more.
In this blog we are going to take a deeper dive into all things Ticketing and understand how it can make a drastic difference to you and in turn, your clients too.
So, without further ado – let’s take a look!
Psst…If you are a visual learner, feel free to check out the video demonstration via the link at the bottom of this blog…
What is Ticketing?
In order to help explain, I will start off by sharing with you what the main area of Ticketing looks like:
Think of Ticketing as the most organised list you’ve ever seen. You can see tickets assigned to you, your colleagues and those that need assigning – perfect if someone is away from the business for any period of time, and conversely – keeping a keen eye on your own workload.
You can key word search to help find a ticket quickly, tag tickets (this could be the block name or the issue type – whatever you decide). You can also prioritise tickets too, by using the Grade feature.
How integrated is Ticketing?
Short answer, totally integrated!
A Leaseholder/Director can submit a ticket via email, the portal or direct from your website and they will all show up in Ticketing. If the submitting email is found within Resident, it will automatically hook their registered Block, Unit and Owner information. The system will also pull their Email address, telephone number and any files they attach to their initial ticket/email too.
What other features does Ticketing have?
- Assign Tickets to other colleagues
- Send automatic notifications when a new ticket is received/assigned to you
- Weekly Status Reports
- Create Works Orders against a Ticket, which creates a ‘quick link’ back to the Ticket and prompts you to update the status of the Ticket
- Create Tasks against a Ticket to never lose track
- Two way messaging between yourself and ticket reporter (and more) – all stay logged within the ticket itself
- Tickets raised by a particular leaseholder are also all located on their individual ‘level’, within their Ownership Details tab
- Write internal notes that only yourself and your colleagues can see
- Merge Tickets – Perfect if everyone in the block starts reporting the same broken lift!
- See a an overarching Log on a Ticket, to evidence who actioned ‘what’ at any point – think of this as your Audit Trail
The ways in which Ticketing can improve how you manage this busy aspect of Block Management are extensive and we would be delighted to talk through this with you in more detail.
To help gain a deeper understanding of all things Ticketing, please feel free to check out the Video Demonstration by clicking the link!
So, if you wish to learn more then please reach out to me directly: email@example.com