6.1.1 Ticketing Overview

6.1.1 Ticketing Overview

The ticketing system is used to keep track of tasks and activities being undertaken by an Agent’s employees. Tickets can be raised to track a wide range of activities in relation to a block or supplier, for example:
  • Maintenance issues reported by a leaseholder
  • Tendering for works (Issuing Quotation Requests and Work Orders)
  • Issuing key fobs
  • Arranging health & safety assessments
  • Managing service charge disputes
  • Tracking Companies House submissions
  • Managing the verification of Supplier insurance policies.
The key features are:
  • The ability to create own ticket type descriptions, rename or delete default ticket type descriptions and re-order the ticket types so that they are presented in a preferred sequence
  • The ability for all members of staff to create tickets which are used to:
    • Maintain a record of discussions and interactions with leaseholders, suppliers or any other third-parties
    • Assign tickets to other members of staff and to track their status
  • Maintain a schedule of work based on the Action Date assigned to tickets
  • Raise and send Quotations and Work Orders to Suppliers
  • Keep track of tickets related to specific units so that the ticket can be used to maintain an electronic communication with a leaseholder
  • Raise tickets for recurring activities (e.g. arranging buildings insurance)
  • Automatic production of emails for the Property Manager and, if different, the person to whom the ticket is assigned whenever tickets are updated by other members of staff
  • Visibility to all members of staff of issues, tasks and activities being undertaken in relation to blocks.
  • Reporting available to support the management of tickets including creation of Site Inspection Reports.


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