Reports

Reports (/admin/reports)

The ticket system for resident-reported problems and requests. Residents submit reports (complaints, facility issues, cleaning problems, billing questions); staff can also open tickets internally.

• The counters above the list (Open, In Progress, Urgent, Overdue) count every matching ticket, not just the page on screen. They follow the search and the other filters you add, but not the status and priority filters the counters themselves toggle, so each number stays the size of the queue it opens. Click one to filter by it.
• The list opens on the Status is Open +1 pill (open + in-progress tickets); remove it to see resolved and closed ones too. + Filter adds category (Facility Issue, Cleaning, Complaint, Calculation Error, Dashboard Issue, …), priority, assignee, and label. Subject and the resident's email are separate columns.
• Ticket detail — the conversation with the resident, status changes, and assignment. Reply to the resident from the ticket; keep status current: open → in progress → closed. The steps along the top of the side panel show where the ticket is — click a step to move it there. Mark resolved (or Reopen) and Create task sit in the header; the SLA bars fill toward the first-response (24 h) and resolution (72 h) targets and turn amber, then red, as they run out.
• On a phone or tablet (1024 px wide or less) the ticket shows one pane at a time: a Conversation / Details tab strip at the top switches between them (swiping does too). A dot on Details means something there needs attention.
• The box under the conversation has two tabs. Reply to resident is seen by the resident (and emails them); Internal note is staff-only and turns the box amber so the two can't be confused. Notes appear in the thread, amber, next to the messages they are about. If a reply fails to send, the reason shows right above Send and your text stays in the box — press Send again to retry.
• Reply to one message in particular: hover over it and click Reply — your message shows the one it answers. Quoting an internal note switches the box to Internal note, because a note can never be quoted to the resident. React (the smiley) adds an emoji; residents can react to your replies too.
• Edit or Unsend a message you sent: hover over it and use the pencil or the curved arrow. An edited message is marked Edited for the resident; an unsent one is replaced by "Message unsent" and its text and photos are deleted. The email the resident already got about a reply cannot be recalled. Residents' own messages can't be edited or unsent by staff.
• A closed ticket shows Reopen in place of the box; reopen it to reply or add a note.
• ✦ Improve (reply box and internal note) polishes your own text without changing its meaning or language; ↶ Undo restores it. Draft a reply with AI (the ✦ icon on the Reply tab) can be undone the same way. Attach photos with the paperclip, or drag / paste them onto the box.
• Add to KB (top of the ticket) suggests knowledge-base entries from the thread for you to review and save. Internal notes can inform a Staff KB entry but never a customer one.
• Labels — create and apply custom labels for your own workflow (e.g. "waiting on vendor"); manage them from the label manager.
• New report — open a ticket on a resident's behalf when an issue arrives by phone/LINE, so tracking is in one place.
• Analytics — response metrics per period: first-response and average-response times, volumes per category. Watch this to keep response times healthy.

Relation to Maintenance: a ticket about a physical repair should get a linked maintenance issue for the actual work; the ticket tracks resident communication, the maintenance issue tracks the job.

System replies on a ticket. If Settings → Auto-Replies has been enabled for an appliance, a resident's maintenance report about that appliance gets an automatic first comment before any staff member sees it. Two things to know when you read such a thread: the admin view currently shows that comment with the resident's avatar and a "Resident" badge even though the author name reads as support, so read the name rather than the badge; and it deliberately does not count as your first response, so the ticket still needs a human reply. See Settings.