Create a ticket

There are four ways a ticket gets into PropLink. Each one ends up in the same place: a thread in Tickets that anyone with access can see and respond to.

From the admin app

For an internally-raised ticket (a colleague calls about something, you note it for follow-up):

1. Click Tickets → New ticket in the sidebar.
2. Pick the site the ticket relates to.
3. Pick the category (maintenance, complaint, query, antisocial behaviour, other).
4. Pick the priority.
5. Pick the reporter from the contact directory or enter ad-hoc details.
6. Write the subject and opening message.
7. Optionally attach files.
8. Save.

From ResidencePort

When a resident raises a request, it lands as a ticket in PropLink with the resident as the reporter. The conversation lives in both ResidencePort (for the resident) and the admin app (for staff).

The resident sees only their own tickets. Staff see every ticket on every site they have access to.

From the Facility Report mobile app

Site managers can raise tickets from the field, often with a photo. Same thread, same routing, same conversation continues back at the office.

From email

If you have configured email-to-ticket, incoming emails to a configured inbox automatically become tickets. The sender becomes the reporter, the subject becomes the ticket title, the body opens the thread. See Email-to-ticket routing.

After creation

1. PropLink picks an assignee based on category and routing rules (or leaves it unassigned for the duty officer to claim).
2. The assignee is notified.
3. The reporter receives a confirmation with the ticket number.
4. The thread is open for replies.

What goes into the opening message

A good opening message includes:

• Who raised it (PropLink fills this from the reporter).
• Where it relates to (which site, building, unit, space).
• What the request or problem is.
• When it was noticed.
• Any attachments (photos, supporting documents).

If the ticket is from a resident on ResidencePort, the form prompts for these fields. If it is from email, you may need to clarify in your first reply.