Every ticket category can carry its own default owner and its own clock, so a blocked drain and a flickering light aren't held to the same standard.
Setting the targets
Settings → Tickets. The category table has a row per category:
| Column | What it does |
|---|---|
| Category | The ticket type |
| Default Assignee | Who it lands on when a ticket of this type is raised |
| Response (hrs) | Hours to first response |
| Resolution (hrs) | Hours to resolve |
| Enabled | Turn the category off without deleting its history |
Set the hours against the promise you actually made in the tenancy agreement, not an aspiration. A target you routinely miss is worse than no target, because now you have a record of missing it.
Where the clock shows
Open a ticket and the Response and Resolution positions are on it. A ticket approaching or past target is visible in the list, which is the point — you want to find it before the tenant does.
The clock starts when the ticket is raised, including tickets that arrive by email.
Who can be assigned
Settings → Tickets → Who can be assigned tickets. Tick the roles that take tickets. Every active team member with a ticked role is then offered in the assignee dropdowns.
People are managed in one place — Team Members — and this controls which of them appear. It replaced a list you had to maintain separately, which drifted and left names in dropdowns for people who had left.
Cleaners
Cleaner is a role that can be assigned tickets. Cleaners see the housekeeping area and the tickets assigned to them, and nothing else — a spillage or a broken dispenser can go to the person already in the building rather than through a contractor.
External contractors
Add a contractor in Contacts and assign the ticket to them. They get the detail and the Location, so they know which floor and which room before they arrive.
Costs recorded against the ticket are what later gives you cost-per-ticket and cost-per-category in Finance.
What tenants see
Settings → Tickets → Tenants can see ticket assignments controls whether "Assigned to …" entries appear on the tenant's view of the ticket timeline. Leave it off if you would rather keep internal ownership internal — tenants still see progress and replies either way.