📄 How to Use the Proptia Ticketing System (Property Managers)

How to Use the Proptia Ticketing System (Property Managers)


Proptia’s built-in ticketing system allows property managers to receive and manage tickets from residents, members, staff, and security personnel. This system is highly customizable to suit your community’s needs. Here’s how to use the ticketing system.

Submitting a Ticket:

  1. Log in to Proptia:

    • Use your credentials to log in to the platform.

  2. Navigate to the Ticketing Module:

    • Click the Submit Ticket button located at the top right of the screen.
    • This button is accessible to all users, including residents, vendors, and security personnel.

  3. Fill Out the Ticket Form:

    • Select a Category and Topic from the dropdown menus (categories and topics are predefined by your organization).

    • Complete the ticket form by entering:

      • Title
      • Description
      • Location
      • You can also upload relevant files or images if needed.

  4. Submit the Ticket:

    • Once all fields are filled, click Submit to send the ticket to the appropriate personnel.

Setting Up Categories and Topics:

  1. Go to Organization Settings:

    • Navigate to Organization Settings and select Dynamic Lists.

  2. Create Ticket Categories:

    • In the Ticket Categories section, you can create categories (e.g., Access Control or Security).
    • Assign the ticket categories to specific users or groups (e.g., security personnel, board members).

  3. Create Ticket Topics:

    • After creating categories, go to Ticket Topics to add relevant topics (e.g., Strange Vehicle or Dispute).
    • Assign these topics to the appropriate categories.

Managing Notifications:

  1. Set Up Notification Groups:

    • To ensure the right personnel are notified when a ticket is submitted, create Notification Groups.
    • For example, create a Security Group and assign all security personnel to it. Whenever a ticket under the Security category is submitted, the group will be notified.

  2. Assign Users for Notifications:

    • In addition to groups, you can assign specific users (e.g., board members or department heads) to receive notifications when a ticket is created.
    • Notifications are sent both in the Proptia software (via the bell icon) and via email.

Viewing and Responding to Tickets:

  1. Accessing Tickets:

    • When a ticket is submitted, the designated users will be notified. You can view the ticket from the Tickets section in the software.

  2. Respond to or Resolve the Ticket:

    • After reviewing the details of the ticket, respond or take the necessary actions to resolve the issue.


Proptia Ticketing: Recommended Categories & Subtopics


1. Access Control

Use for anything related to entry permissions.

Subtopics:

  • New Key Fob Request
  • Mobile Credential Setup
  • Transponder Issue
  • PIN Code Request / Reset
  • Access Not Working
  • Lost or Stolen Credential
  • Access Level Change

2. Visitor Management

Use for guest and vendor access issues.

Subtopics:

  • Add Visitor Request
  • Visitor Not Showing at Gate
  • ePass Not Received
  • Vendor Access Request
  • Visitor Denied Entry
  • Event Guest List Setup

3. Vehicle Management

Use for vehicle-related updates and issues.

Subtopics:

  • Add New Vehicle
  • Update License Plate
  • Remove Vehicle
  • LPR Not Recognizing Plate
  • Wrong Vehicle Info
  • Temporary Vehicle Access

4. Security

Use for incidents or suspicious activity.

Subtopics:

  • Suspicious Activity
  • Unknown Vehicle
  • Tailgating / Gate Violation
  • Access Misuse
  • Incident Report
  • Security Concern

5. Maintenance / Facilities

Use for physical property issues.

Subtopics:

  • Gate Not Opening
  • Door / Lock Issue
  • Intercom Not Working
  • Kiosk Issue
  • Equipment Offline
  • Lighting Issue

6. Communication / Notifications

Use for messaging-related issues.

Subtopics:

  • Not Receiving Emails
  • Not Receiving SMS
  • Update Contact Info
  • Opt-in for Notifications
  • Wrong Contact Details

7. Resident / Member Account

Use for account and profile issues.

Subtopics:

  • Registration Help
  • Forgot Password
  • Update Profile Info
  • Add Household Member
  • Remove Household Member

8. Amenities

Use for shared spaces and access.

Subtopics:

  • Pool Access Issue
  • Gym Access Issue
  • Court Reservation Issue
  • Amenity Hours Question
  • Amenity Rule Violation

9. Vendors / Deliveries

Use for service providers and deliveries.

Subtopics:

  • Add Vendor
  • Vendor Access Issue
  • Delivery Access Problem
  • Contractor Access Request
  • Vendor Not Recognized

10. Billing / Admin (Optional)

Use if applicable to your operation.

Subtopics:

  • Payment Question
  • Billing Issue
  • Fee Inquiry
  • Refund Request

Best Practice Setup (Important)

  • Keep categories broad (8–12 max)
  • Keep subtopics specific and actionable
  • Map each category to a notification group (e.g., Security → Security Team)
  • Avoid overlap between categories

High-Impact Tip

If you only set up 3 categories, start with:

  1. Access Control
  2. Visitor Management
  3. Security

These will cover ~70–80% of real-world tickets.


FREQUENTLY ASKED QUESTIONS


What is the ticketing module in Proptia?

The ticketing module allows you to submit, manage, and track requests within Proptia, both externally (to dealers/support) and internally (from residents, staff, or security).

Who can submit tickets in Proptia?

Tickets can be submitted by:

  • Property managers
  • Residents
  • Members
  • Staff
  • Security personnel

What are common use cases for ticketing?

Common examples include:

  • Requesting new credentials (fobs, transponders, mobile credentials)
  • Submitting vehicle updates (make, model, plate)
  • Reporting security concerns
  • Internal operational requests

Where do I submit a ticket?

Click the “Submit Ticket” button (top right of the platform).

What information is required when submitting a ticket?

  • Category
  • Topic
  • Title
  • Description
  • Location (optional)
  • Attachments (optional)

What are ticket categories and topics?

  • Categories: High-level groupings (e.g., Security, Access Control)
  • Topics: Specific request types within a category (e.g., “Strange Vehicle,” “Dispute”)

How do I create ticket categories?

  1. Go to Organization Settings → Dynamic Lists
  2. Select Ticket Categories
  3. Click Add

  4. Define:

    • Category name
    • Who can submit tickets
    • Who gets notified
  5. Click Save

How do I create ticket topics?

  1. Go to Organization Settings → Dynamic Lists
  2. Select Ticket Topics
  3. Click Add
  4. Enter topic name
  5. Assign it to a category
  6. Click Save

Can I control who can submit tickets by category?

Yes. You can restrict categories to specific groups such as:

  • Residents
  • Staff
  • Security
  • Vendors

How do notifications work for tickets?

You can configure notifications to:

  • Specific users
  • Notification groups (e.g., Security Team)

Notifications are sent via:

  • Email
  • In-app alerts (bell icon)

What is a notification group?

A notification group is a set of users who receive alerts for specific ticket categories (e.g., a “Security Team” group).

What happens after a ticket is submitted?

  • Assigned users/groups are notified
  • The ticket can be reviewed and acted on
  • The request is tracked within the system

Can residents submit tickets?

Yes. If enabled, residents can submit tickets through their interface by:

  • Clicking Submit Ticket
  • Selecting category and topic
  • Completing the form

Can I customize the ticketing system?

Yes. You can:

  • Create custom categories and topics
  • Define who can submit tickets
  • Control who gets notified

Why use Proptia ticketing instead of another system?

  • Centralizes requests within Proptia
  • Reduces manual workflows
  • Improves response time
  • Keeps all operational requests in one system

What are best practices for ticketing?

  • Create clear categories (e.g., Security, Access Control)
  • Keep topics specific and actionable
  • Assign notification groups for fast response
  • Use ticketing to replace manual processes