Support Tickets — Resident Communication and Response

The Support Tickets module is used for residents to send written requests to management: fault reports, questions, complaints, suggestions. It reduces phone traffic, keeps written records, tracks by assigning responsible parties, and automatically informs residents at every stage.

Where to open?

From the left menu, Management → Support Tickets. Tickets are listed in the card grid; at the top is the filter area, KPI summary, at the upper right is the assignment dropdown of existing managers.

1. List and filters

When the page opens, all active tickets appear as cards. On each card:

• Ticket title + short content summary.
• Resident who opened the ticket (name + unit number).
• Opening date.
• Status badge — Open (yellow), Processing (blue), Answered (green), Closed (gray).
• Priority badge — Low, Normal, High, Urgent (colored).
• Assigned manager (if any).
• Unread message count (badge).

Filters (top bar)

• Search — word in title or content.
• Status — Open / Processing / Answered / Closed.
• Category — General / Technical / Financial / Administrative / Other.
• Priority — Low → Urgent.
• Assigned — responsible manager filter (to see those assigned to yourself).
• Date range — opening date start-end.

2. Open ticket detail

Click on the top of a card (or the Detail button on the right of the card). The detail page opens:

• At the top, the ticket title + status + priority + assigned manager information.
• On the left, the Message Timeline — all messaging from the resident's first request to the last response appears in chronological order. Resident messages from the left, management messages from the right, with name + date.
• Below is the Write Reply form — you write a response as management.
• In the right panel, Opening Resident information (name / unit / phone — clickable).

Auto-marked as read when detail is opened

When you open the detail page, all resident messages in that ticket are marked as "read" for management — the unread badge shown on the card is reset. It appears again when new resident messages come.

3. Writing a reply

Write the text in the Reply area of the form at the bottom of the detail page and press Send:

• The message instantly falls to the timeline.
• Automatic notification is sent to the resident — "Ticket #X — management responded" notification falls on the resident panel; when the resident enters the resident panel, this is the first warning they see.
• The ticket status is automatically updated to Answered (if previously Open or Processing).

4. Changing status

You can make changes from the status dropdown in the right panel:

• Open — newly arrived ticket (resident wrote, management has not yet taken action).
• Processing — management has seen the ticket and is working on it (e.g., researching supplier).
• Answered — management responded (automatically transitions).
• Closed — ticket resolved and archived (with resident's approval or management's discretion).

5. Manager assignment

If you have multiple managers (assistant manager), you can direct specific tickets to the relevant person:

1. From the right panel on the detail page, select the manager from the Assign dropdown.
2. Information is given to the assigned manager through the system.
3. On the list page, each manager sees their own tickets with the "Assigned = X" filter.

6. Priority assignment

Tickets are at 4 priority levels:

• Low — information/suggestion purposes, no hurry.
• Normal — default; routine tasks (e.g., general cleaning question).
• High — affecting daily life (e.g., garbage collection delay).
• Urgent — immediate intervention (water leak, elevator malfunction, power outage).

Priority is generally set when the resident opens it, but management can always change it. Urgent tickets appear at the top of the list with a red badge.

7. Deleting a ticket

If you press Delete from the right panel, the ticket is moved to the archive — it does not completely disappear from the system, kept for audit. Use for spam/meaningless tickets.

Practical suggestions

• Check once a day — when you sit down at the office in the morning, open the Support Tickets page and see those that are Open + Urgent.
• Response speed is important — if a resident opened a written ticket, they care about the subject. Give at least a "Received, reviewing" response within 24 hours.
• Keeping the response written protects you — instead of verbal answers, written responses from the system become records in disputes that may arise later.
• In urgent calls, do both a response from the system and a phone call back together.

Next step

To keep all phone numbers you need for management (supplier, technician, lawyer, accountant) in one book, the Phone Directory module — the last article.