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.