Where tickets come from
Three routes, one queue:
- The tenant portal — a tenant raises it themselves and can follow progress
- Email — pipe your support mailbox in and inbound mail becomes a ticket, with replies threading back onto the same ticket rather than starting a new one
- Your own team — logged at the desk while the person is still standing there
Mail that cannot be matched to a tenant is set aside for triage rather than guessed at, so a ticket never lands against the wrong company.
Response and resolution targets
Every ticket category carries its own clock, set in Settings → Tickets:
| Setting | What it does |
|---|---|
| Default Assignee | Who a ticket of this type lands on |
| Response (hrs) | Hours to first response |
| Resolution (hrs) | Hours to resolve |
| Enabled | Retire a category without losing its history |
Set these against what your tenancy agreements actually promise. A target you routinely miss is worse than no target, because now you have a record of missing it.
The clock starts when the ticket is raised, including tickets that arrive by email overnight.
Location, down to the room
A ticket carries a floor and a location, drawn from your building's floor list. A contractor knows which floor and which room before they arrive rather than ringing reception from the lobby.
It also means you can filter to "everything outstanding on the second floor" before a walk-round, which is the view that actually gets things fixed.
Who does the work
Assign to your own staff, to an external contractor, or to a cleaner. Cleaners being assignable matters more than it sounds: a spillage or an empty dispenser goes to the person already on that floor instead of waiting for a callout.
Which roles appear in the assignee list is a setting, so the dropdown offers people who actually take tickets rather than everyone who has ever had a login.
Costs, and what they tell you
Record the cost against the ticket as you go, categorised as maintenance, cleaning, compliance, IT, utilities or general. Those categories post to their own accounts in Xero.
What you get back is cost per ticket, cost per category, spend by contractor and spend by location. A boiler that costs £200 four times a year is invisible as four small invoices and obvious as one total — and that total is the conversation to have at contract renewal.
Planned work, not just reactive
Recurring maintenance lives alongside reactive tickets in the Operations Hub. Schedules generate their next occurrence automatically on completion, and an escalating reminder chain emails the assignee and admins at each step until the work is done rather than sending one notification into the void.
Compliance certificates work the same way, and an approaching expiry can be turned straight into an assigned task.
Evidence
Completion notes and completion photos can be required before a task closes. Any ticket exports to PDF with its full history, which is what an insurer, a tenant or a solicitor will ask for.
What tenants see
Tenants see the ticket, its status and the replies. Whether they also see internal assignment is a toggle — some operators want tenants to see the named contractor, others would rather not invite the follow-up call.
The wider platform
Maintenance is one module. See how it connects for business centres, coworking spaces or multi-site portfolios.