How To Update A Ticket

Ensuring timely resolution of tenant complaints is a critical aspect of providing an excellent tenancy experience. In this article, we'll guide you through the process of addressing tenant tickets and the actions you can take to effectively resolve them.

• Accessing Tickets: Start by navigating to Ops > Tickets.

• Ticket Categories: Tickets are categorized into "Open," "In-Progress," and "Resolved." Select the relevant ticket category to proceed.

• Viewing Ticket Details: Within the vertical menu on the screen, you'll find comprehensive details related to the tenant, unit, the Point of Contact (PoC), and/or the technician assigned to the ticket. 

• Additionally, a ticket lifecycle is displayed, marking stages such as "Ticket Created," "First Response," "In Progress," and "Resolved" with corresponding timestamps.

• Service Ticket Information: In the 'Service Ticket' section, you'll find essential information about the ticket, including the description and job-related details such as the start date, end date, and deadline. On the same page, you can manage various aspects like adding quotations, invoices, bills, material details, checklists, internal comments, external comments, escalated users, and files.

• Internal and External Comments: Internal comments serve as a useful tool for team communication. Team members can respond to comments, creating a chat-like thread with timestamps within this section. External comments, on the other hand, are designed for communication with the tenant. Tenants can add comments on the ticket from their app, and you can respond to them using the 'External Comments' feature.

• Updating Ticket Status: To change the status of the ticket, click on the 'Edit' icon and scroll down to the 'Status' section. Select the relevant status option based on the progress of the ticket. Staff members can also access and manage tickets from the business app.

• Submitting Updates: After making necessary updates and changes, click on 'Submit' to save the changes to the ticket.

For a better grasp of the system, we recommend exploring our 'Ticket Categories' article.

If you require further assistance or have additional questions, please do not hesitate to contact us at support@monktechlabs.com. We are here to help you provide the best possible tenancy experience for your tenants.