Tickets
A ticket is a tenant request or issue: a reported repair, a question, a complaint. Tickets give every conversation a home, a status, and a clear path from request to resolution.
What a ticket is
A ticket captures one tenant request or issue and the conversation around it. Tickets arrive two ways:
- From tenants. Tenants raise tickets directly in their tenant portal — the easiest way for them to report a problem.
- From email. Inbound emails can become tickets automatically, so nothing gets lost in an inbox.
Every ticket stays in one place with its full history, who's handling it, and where it stands.
The ticket inbox
Open Communication → Tickets to reach the inbox. It shows an open-ticket count so you always know how much is outstanding, and lets you filter by category, status, and property to focus on what needs attention first.
Screenshot coming soon
The ticket inbox showing an open-ticket count, category and status filters, and a list of tenant requests with their latest activity.
Handling a ticket
Working a ticket from first message to close looks like this:
- Open the ticket. Read the request and its full threaded history.
- Categorize it. Set or confirm the category so it's routed and reported correctly.
- Reply. Respond in the thread; the tenant sees your message and can reply back.
- Take action. If it needs maintenance, turn it into a work order (see below).
- Update the status. Move it forward and close it out when the issue is resolved.
Threaded replies
Each ticket is a threaded conversation. Every message, from the tenant and from your team, is kept in order on the ticket, so anyone picking it up can see the whole exchange without digging through email.
Canned responses & AI suggestions
You don't have to retype common answers. Save reusable replies as canned responses and drop them into a thread in one click. TenantBuddy can also offer AI-assisted reply suggestions based on the conversation, giving you a polished draft to review and send.
Reply faster with canned responses + AI
Turning a ticket into a work order
When a request needs hands-on maintenance, convert the ticket into a work order directly. The work order stays linked to the original ticket, so the tenant has a clear trail from their request to the fix and you keep a complete maintenance history.
Adjusting settings
Configure categories and ticket behaviour under Settings → Ticket Settings , and manage your reusable replies under Settings → Canned Responses .