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Handle repair requests and work orders

See every repair request, assign it, set a visit time, message the tenant and track costs and receipts.

3 min read

Every repair request lands in Operations → Work orders, whether a tenant sent it from their link or someone on your team logged it. Use this page to decide who fixes what, set a visit time, keep the tenant posted and track what the repair cost.

Read the list

  • Open shows everything not finished yet. Emergencies are at the top, then Urgent, then Routine. Oldest first within each.
  • Mine shows only the work orders assigned to you.
  • Done shows finished and canceled ones.
  • A photo icon means the tenant sent photos or a video. "CA" means a common area (hallway, roof, parking).

Log a request that was phoned in

  1. Go to Operations → Work orders and click New work order.
  2. Under Unit or area, pick the unit. For hallways, roofs or parking lots, pick Common area / building.
  3. Pick how urgent it is: Emergency, Urgent or Routine.
  4. Pick the kind of problem (for example Plumbing or Heat or AC) and fill in Tell us more. Add photos or a short video if you have them.
  5. Answer Can we enter if they're not home?, and add pets and best times if you know them.
  6. Click Send request.

Assign it and schedule the visit

  1. Open the work order from the list.
  2. On the right, pick Assigned to (someone on your team) and, if an outside company is doing it, a Vendor.
  3. Under Visit, pick the day and the From and To times. Times are in the property's time zone.
  4. Change Status if needed: New, Scheduled, In progress, Waiting, Completed, Closed or Canceled.
  5. Click Save. The tenant sees the new status on their page.

Tip: Picking a visit day on a New request moves it to Scheduled for you. Clearing the day moves it back to New.

Talk to the tenant

Under Messages, type in the box and click Send to tenant, or click Staff-only note for a note the tenant never sees. Staff-only notes show with a lock. The right side also shows the tenant's phone, whether you can enter if they're not home, pets and best times.

Add costs and receipts

  1. On the work order, find Costs and click Add a cost.
  2. Fill in What for, Amount, Type (Parts and materials, Labor, Vendor invoice or Other) and Date. Pick Paid to vendor if a vendor was paid.
  3. Tap Receipt photo (optional) to snap the receipt or add a PDF (up to 25 MB).
  4. Click Save cost. The total shows at the top of Costs.

When the job is done, add photos under After the repair with Add completion photos, then set Status to Completed and click Save.

Questions

Who gets a text when something changes?

If text messages are set up: the person you assign gets a text, and the tenant gets one when a visit is set or changed and when the work is marked Completed. New requests go to the office phone and managers; emergencies also reach the owner and maintenance staff. See Text messages.

Who can change work orders?

Owners, managers and maintenance staff. The accountant role can look but not change anything.

Who can remove a cost?

The person who added it, the owner or a manager. Click the trash can next to the cost.

The tenant says it's still broken. What happens?

For 7 days after a request is done, the tenant can tap Not fixed — reopen. The work order then shows "Reopened by tenant".

Didn't answer your question?

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