Tickets and issues
PropLink has three related but distinct records for the operational side of property management:
| Record | Started by | Looks like | Settled when |
|---|---|---|---|
| Ticket | A resident, contractor or staff member raises a request | A conversation thread | The conversation reaches a resolution |
| Issue | A staff member or app user logs something noticed on site | A list of findings with photos and locations | The finding is dismissed or converted to a work order |
| Work order | A manager dispatches a specific piece of work | A scope of works with a contractor, dates and costs | The work is completed and evidenced |
The distinction matters because the right answer to "the lift is broken" is different depending on the audience:
- A resident in the lift raises a ticket ("the lift between floors 2 and 3 is stuck").
- A site manager doing a walk logs an issue ("lift has stopped at floor 2, doors will not open").
- An operations manager raises a work order assigning Otis Lift Services to attend within four hours.
All three are linked and visible against the site.
In this section
The dedicated pages cover creating tickets, assigning them, threading conversations, linking to other records, email-to-ticket inbound routing, closing and reopening, ticket reports and configuration.
Where tickets come from
- From ResidencePort, when a resident raises a request.
- From the Facility Report mobile app, when a site manager logs something.
- From email, when a configured inbound address routes incoming mail to PropLink.
- From the admin app, when anyone creates a ticket manually.
Once created, a ticket is a conversation thread. Anyone with access can post a message, attach a file, change the status, change the assignee.
Categories, priorities and SLAs
Configure under Settings → Ticket categories and Settings → Ticket SLAs:
- Categories: common request types (maintenance, complaint, query, antisocial behaviour). Each category can route to a default team and apply a default SLA.
- Priorities: Low, Medium, High, Urgent. Affects notifications and reporting.
- SLAs: service-level agreements set the first-response and resolution targets per category and priority.
Closing the loop
When a ticket is resolved, the resolution is posted to the thread. ResidencePort surfaces it to the original requester. Tickets can be reopened if the resolution does not stick.
Closed tickets remain in the system permanently. They are search-indexed and contribute to reporting on operational performance.
Related
Last reviewed 10 May 2026.