Conversation threads

The body of a ticket is a thread. Every message, every internal note, every attachment, every status change appears in chronological order. The thread is the canonical record of what was said, when and by whom.

Three kinds of entry

Message

A reply visible to the reporter. Sent by email or shown in ResidencePort. Used to communicate with the customer.

Internal note

Visible only to staff. Used for context that the reporter should not see (commentary on the issue, discussion among team members, references to internal documents).

System event

An automated entry. Status changes, assignment changes, SLA breaches, attachments added. PropLink writes these without anyone typing.

Reply to a ticket

1. Open the ticket.
2. Type your reply in the message box at the bottom.
3. Pick Send to reporter (default) or Add internal note.
4. Optionally attach files.
5. Click Send.

If the reporter receives messages by email, PropLink sends the message to their email address. If they use ResidencePort, they see it in their portal. Either way, their reply lands back on the same thread.

Add an internal note

Use internal notes for:

• Context that helps colleagues but should not go to the reporter.
• @mentioning a team-mate to draw attention to the ticket.
• Linking to other records (work orders, contacts, files).

@mentions notify the named user and add them as a watcher.

Attachments

Drop files into the message box, or click the paperclip icon. Common attachments:

• Photos of the issue.
• Quotations.
• Letters being sent in formal correspondence.
• Supporting documents (lease pages, policy schedules).

Attachments are kept for the life of the ticket. They are searchable from Files as well as from the ticket itself.

Editing and deleting messages

For accuracy, you can edit a message within five minutes of sending. After that, edits are blocked. Internal notes can be edited at any time but the original is preserved on the audit log.

You cannot delete messages. The thread is the audit trail. Mistakes can be corrected with a follow-up message.

Status changes from inside the thread

Some replies imply a status change. Add the change inline:

• "thanks, that resolves it" from the reporter — type your reply and tick Mark as resolved.
• Internal note — tick Set status to Waiting on customer.

PropLink writes the status change to the thread as a system event so the timeline stays clean.

Searching within a thread

The search box at the top of the ticket searches the thread for keywords across messages, notes and attachment names. Useful for long-running tickets.

Forwarding a thread

To forward a ticket thread externally (to a solicitor, an insurer, a third-party):

1. Open the ticket.
2. Click Actions → Forward thread.
3. Pick what to include: messages, notes, attachments.
4. Enter the recipient and an introduction.
5. Send.

PropLink generates a PDF and sends it. The forward is recorded on the thread.