6.4.3 Tickets created by Portal users using 'Report a Problem'

6.4.3 Tickets created by Portal users using 'Report a Problem'

When a portal user uses the ‘Report a Problem’ function in the Property Portal a ticket is automatically raised in the ticketing system. The portal user is required to provide a summary of the problem and a description. A document / photo can also be attached. The portal user is also required to give the ticket a visibility of Block, Unit or Management.

The new ticket is given a ticket type of ‘New PM Enquiry’, a priority of ‘Unassigned’. The Property Manager for the relevant block will receive an email informing them that a new problem has been reported and that a ticket has been raised.

When the ticket is first accessed in the ticketing module, the PM or other member of staff is required to allocate a ticket type and give the ticket a priority before any other updates can be made to the ticket. Once this has been competed the ticket is treated in the same fashion as any other ticket.

Portal users who have selected to ‘Notify me whenever a problem I have reported is updated’ (the default option) will receive an email whenever the comment is added to their ticket and published. In this way they can receive regular updates on the progress of works or issues they have reported.
    • Related Articles

    • 5.2.1 Property Portal Setting - Workbench

      Agent Preferences setting Before you start to give unit holders access to the Property Portal, you want to change the settings and make sure that everything is set accordingly beforehand. This can be done via the cog icon on the top right hand side ...
    • 5.4.7 Report a Problem

      This screen operates in one of two ways depending on whether or not the Agent has purchased the Blocks Online ‘Ticketing Module’. Agents without the Blocks Online Ticketing Module Users are presented with a screen that allows them to record details ...
    • 5.1.1 Property Portal Overview

      The Blocks Online Property Portal allows managing agents to give their Leaseholders, and other property owners, online access to key information and tools relating to the running of their property. The Property Portal can be accessed through the ...
    • 6.5.1 Reporting - Tickets

      A number of reports are available in the Workbench to support the management of tickets: 1) Access the following via the menu option: Reporting -> Reporting -> Ticket Management then select from the following reports from the dropdown list Report 031 ...
    • 6.4.1 Publishing Tickets to the Property Portal

      If you subscribe to the Property Portal then the ticket system is integrated to the Property Portal. At any time, you can publish a ticket to Leaseholders. By default, tickets are created with a visibility of 'Unpublished' i.e. the ticket is only ...