Ticket settings

All ticket configuration lives under Settings → Tickets. The settings split into six tabs.

Categories

Add, rename, archive and reorder ticket categories. For each category, configure:

• Default priority.
• Default assignee (user or team).
• Default SLA.
• Inbound email address (optional).
• Whether the category appears on ResidencePort.

Priorities

Edit the labels and the default SLAs:

• Urgent: 1-hour first response, 24-hour resolution.
• High: 4-hour first response, 3-day resolution.
• Medium: 1-day first response, 10-day resolution.
• Low: 3-day first response, 30-day resolution.

You can override the SLA per category if some categories need different targets.

Routing rules

The order-sensitive list of rules that decide where a new ticket goes. Each rule has:

• Conditions (site, category, sender domain, keyword in subject).
• Actions (assign to user/team, set priority, apply tag).

The first matching rule wins. Drag rules to reorder.

Inbound email addresses

Manage your inbound mailboxes. Each address routes to a specific category. PropLink generates the address; you forward your existing inbox to it.

Cascade rules

Decide what happens to a ticket when its linked record changes:

• Auto-resolve when the linked work order is closed.
• Auto-close when the linked unit is archived.
• Send a notification when the linked issue is dismissed.

Cascade rules avoid manual cleanup work.

Templates

The email templates used for:

• Acknowledgement when a ticket is created.
• First response notification.
• Update notification.
• Closing message.
• Reopening notification.

Edit the wording and merge fields. Templates are versioned so old tickets keep their original messages on the audit log.