The service desk is where maintenance requests, tenant issues and internal jobs live, with one thread per issue and a record of who did what.
Raising a ticket
Tickets → New Ticket. Set the Category, Priority, the tenant or company it relates to, and the Location — which floor and which room. A contractor who knows the location before arriving doesn't ring you from reception.
Tickets also arrive by email — see Piping a mailbox into the service desk — and from tenants through the self-service portal.
Categories, targets and default owners
Each category carries a Default Assignee and its own Response and Resolution targets, set in Settings → Tickets. A new ticket lands on the right person with the right clock without anyone routing it by hand. See Contractors, assignment and response targets.
Assigning
The assignee list offers active team members whose role is ticked under Who can be assigned tickets. That includes cleaners, who can take the jobs that don't need a contractor.
Filtering
Filter by status, priority, category, assignee, tenant and Location — including by floor. "Everything outstanding on the second floor" is one filter, which is the view you want before a walk-round.
Working a ticket
Add updates to the thread as things happen. Replies to the ticket email thread land back on the same ticket rather than starting a new one.
Record costs against the ticket as you go — that is what produces cost-per-ticket reporting later.
Statuses
Open, In Progress, Resolved, Closed. Resolve when the work is done; close when you are satisfied it is genuinely finished. The gap between the two is where you catch work that was marked done and wasn't.
Exporting
Any ticket exports to PDF with its full history — useful when an insurer, a tenant or a solicitor wants the record of what happened and when.