Create a new ticket
To create a ticket, follow the steps below.
Step 1: Click on the New Ticket button on the top right-hand side of the screen.
Step 2: A window will pop up where you can add the following:
- Name of the issue: e.g. Leaking Sink.
- Building: select which asset the issue corresponds to.
- Tenant: select a tenant from the dropdown menu or enter their information manually.
- Exact location: e.g. Unit 15, Floor 2.
- How was the issue reported: choose from the dropdown menu if the issue was reported by phone, email, or site visit.
- Category: select the type of issue being reported, e.g. Cleaning, Snow Removal, Lifts.
- Description: add information about the issue, e.g. what is happening, when it started, possible causes, what is the impact.
- Files: attach photos, videos, and other files related to the issue.
Step 3: Save the information you have added. Once saved, you will be redirected to the ticket’s page.
On the top left-hand side of the screen, you can edit the name of the issue by clicking on the current title and making the changes. Right beside the name, you should see a three-dotted icon. Clicking on it will give you the option to delete the ticket.
You can also change the ticket’s priority by clicking on the current priority-level and choosing between Low, Medium and High. The default deadline is seven days, but that is something you can change by clicking on the date and selecting the appropriate end date for this issue to be worked on.
Below the header, you can see Location and Details. Location shows which asset the issue is referring to, its exact location, and the Technical Manager. The Details section shows the category, description, and attachments added to the issue.
On the right-hand side of the screen, you should see a menu with the asset information, the Technical Manager’s name, and the following tabs:
Tab 1: Details contains information about the ticket, such as owner, tenant, reporter and their contact info, category, exact location, description, and attachments; this is also where you can make changes to the contents.
Tab 2: Chat is where you can communicate with the issue reporter, supplier and/or the internal team.
Tab 3: Notes is where you can add notes regarding the issue.
Tab 4: Activity shows updates made to the ticket, including the date and time those changes were made.
On the footer of the page, there are instructions to review the issue before creating the work order. On the bottom right-hand corner, you can click on Create Work Order, Reject, or Skip to ‘fixed’. To learn more about those options, access the article create a work order.
If you have any questions, please contact our Support team.
Related Articles
How to create a new ticket
After the Asset Manager gives you access to the asset you are a tenant of, and you activate your Proprli account, you will have the ability to create tickets reporting issues. This tool will improve communication between the interested parties and a ...Create a new supplier
To manage your Suppliers, hover over General on the left-hand side of your screen and select Companies. Step 1: Add a new supplier by clicking on Add New Company on the right-hand side of your screen. Step 2: A form will appear on the right side of ...Create a new utility meter
Step 1: If your goal is to create a Meter Profile for an asset, click on the Utilities tab. Step 2: Select the utility you would like to add a new meter to. Step 3: Click on Add [Energy, Water, or Waste] Meter. Step 4: A new window will appear and a ...Create a new contact person
To add a contact while in a new tender or contract, follow the steps below: Step 1: Click on “+ Create a new contact." Step 2: Add the new contact's information. Ensure that the emails have the same domain (e.g., @companyname). Step 3: Click on ...Ticket management
To access your company’s tickets, hover over the Dashboards option on the left-hand side and select Tickets. There are two tabs to facilitate management: the My Tickets tab takes into consideration the tickets for which you are the owner, while the ...