Update and Manage a Ticket

Track progress, communicate updates, and manage ongoing work


1. Overview

Once a ticket has been created, it becomes the central place for:

  • updates
  • communication
  • progress tracking
  • assignment
  • files and documentation
  • coordination between teams

A well-maintained ticket provides a clear history of what happened, what is currently happening, and what still needs to happen.


2. Recommended Approach: Use the Assistant

The fastest and preferred way to update tickets is to message the Assistant.

Examples:

  • “Add a note that the technician is arriving tomorrow at 10 AM”
  • “Mark the generator ticket as waiting on parts”
  • “Assign the pool maintenance ticket to John”
  • “Add a photo to the HVAC repair ticket”

The Assistant can:

  • update status
  • add notes
  • assign users
  • manage tasks
  • attach information
  • help summarize ongoing work

👉 See: Using the Assistant


3. Open the Ticket

To manage a ticket manually:

  • Go to Tickets
  • Open the ticket you want to update
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4. Add Notes and Updates

Notes are used to track:

  • observations
  • progress updates
  • vendor communication
  • troubleshooting details
  • decisions
  • completed work

Best Practice

Write notes as though:

someone else may need to understand the issue later without speaking to you.


Example Notes

✅ Good:

  • “Technician inspected the HVAC unit and identified a failed capacitor.”
  • “Replacement parts ordered. Estimated arrival Friday.”

❌ Poor:

  • “Looked at it”
  • “Done”

Add a Note in the Interface

  • Open the ticket
  • Locate the notes or activity section
  • Add your update
  • Save or submit the note
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5. Change Ticket Status

Statuses communicate the current state of the work.

Common statuses include:

  • Created
  • In Progress
  • Waiting On User
  • Waiting On Parts
  • Waiting On Scheduled Appointment
  • Resolved

Best Practice

Always keep the status current.

This helps:

  • other users
  • managers
  • other groups
  • the Assistant

understand what is happening.


Update Status in the Interface

  • Open the ticket
  • Find the status field
  • Select the new status
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6. Assign or Reassign the Ticket

Tickets can be assigned to users responsible for the work.

Assignments help establish:

  • ownership
  • accountability
  • coordination

Example

  • Assign HVAC issues to the HVAC team
  • Assign vendor coordination tickets to operations staff

Assign a Ticket in the Interface

  • Open the ticket
  • Find the assignee field
  • Select the user
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7. Add or Manage Tasks

Tasks should be used when a ticket has multiple real steps.

Example


Ticket:
“Prepare pool for summer”


Tasks:

  • Inspect pump
  • Clean filter
  • Test heater
  • Stock supplies

Add Tasks in the Interface

  • Open the ticket
  • Navigate to the tasks section
  • Create tasks or task groups
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8. Upload Files and Photos

Files help document:

  • damage
  • repairs
  • layouts
  • invoices
  • manuals
  • completed work

Photos are especially valuable for maintenance and operational history.


Upload Files in the Interface

  • Open the ticket
  • Locate the files or attachments section
  • Upload the file or image
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9. Follow Tickets

Following a ticket allows users to receive updates and notifications.

This is useful when:

  • you are involved in the work
  • you need visibility
  • you are coordinating across teams

Follow a Ticket in the Interface

  • Open the ticket
  • Click Follow or Unfollow
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10. What Good Ticket Management Looks Like

A well-managed ticket:

  • has a clear status
  • contains meaningful notes
  • includes photos/files when helpful
  • is assigned appropriately
  • stays updated as work progresses

Good ticket management creates operational clarity and historical value.


11. Common Mistakes

❌ Never updating the status

→ nobody knows the real state of the work


❌ Using vague notes

→ creates confusion later


❌ Treating the ticket like a text message thread

→ notes should be operational and meaningful


❌ Forgetting to attach photos or files

→ important context gets lost


❌ Leaving tickets unresolved after work is complete

→ system becomes unreliable


12. Best Practices

Keep updates concise but useful

Focus on:

  • what happened
  • what changed
  • what is next

Update tickets as work happens

Do not wait until the end of the day if possible.


Use tasks for multi-step work

Avoid burying checklists inside notes.


Keep ticket history clean

Tickets become part of the long-term operational memory of the property.


13. Related Articles

  • Tickets Overview
  • Create a Ticket
  • Create a Ticket Using the Interface
  • Ticket Statuses
  • Add Tasks to a Ticket
  • Using the Assistant