How To Create A New Ticket

Efficiently tracking and resolving tenant complaints is crucial to providing an outstanding tenancy experience. In this article, we will walk you through the process of creating a ticket. 

Follow these steps to create a Ticket:

• Access Ticket Creation: Navigate to Ops > Tickets > +Create.

• Auto-Tagging of Unit and User: When creating a complaint, the unit associated with the complaint will be automatically tagged along with the user connected to that unit.

• Tag Relevant Asset (If Required): If necessary, tag the relevant asset associated with the complaint.

• Service Details: Scroll down to the 'Service Details' section and select the appropriate category for the ticket.

• Assignment and Details: Choose the person responsible for handling the ticket and provide essential job-related details, such as the start date, end date, and the deadline for resolution.

• Escalation Metrics: Prevent any tickets from falling through the cracks by setting up escalation metrics. You can configure escalations based on specific timeframes (hours or days) and specify higher-ranking points of contact for each escalation. These metrics apply to both open and in-progress tickets.

• Material Usage Recording: If materials are used from your inventory while addressing the issue, keep a record of these materials using the 'material added' section.

• Checklist Integration: We offer a comprehensive checklist system for creating sub-tasks within a ticket. You can save and even import checklists for similar tickets. As tasks are completed, you can mark them as 'complete' via your ticket's Point of Contact (PoC).

• Adding Notes: Use the 'Others' section to add any additional notes or details related to the complaint.

• Uploading Documents: Attach supporting photos and files related to the ticket in the 'Documents' section, making it easier to understand and address the issue effectively.

By following these steps, you can streamline your tenant complaint management process and ensure that all complaints are promptly addressed, enhancing the overall tenancy experience for your residents.

you may want to explore our recommended article on "Ticket Categories Setup."

For any further assistance, please contact support@monktechlabs.com