Using the Tenant Service Desk

Landlord Vision contains a fully featured helpdesk to help you keep track of what issues your tenants are having.  Each issue creates it's own ticket so that you can monitor them all separately, but still in the same place.  You can then reply to the tenant via that ticket or escalate it to another person or department, depending on how many people you have in your team.  The tenant can log in and view all of the updates for tickets that apply to them.

Adding Staff

Staff are people use the helpdesk and deal with the issues raised.  In The Tenant Service Desk, Click the Users logo on the menu bar and go to the Staff tab.  Click the green Staff button and fill in the details.  Administrators have access to settings and all of the tickets and departments.  Operators have access to what tickets and departments the Administrator has given them access to.

Adding Customers

Customers are those who require support from the helpdesk, usually tenants.  If you add a tenant to the Tenant Module then they will be available in the Tenant Service Desk.  You can also add people who haven't been invited if necessary.   Go to Users and click +Customer.

Departments

If you have teams, go to Settings > Departments and set up some departments.  You can then assign staff to a department and they will have access to all of the tickets assigned to that department.  If you have two departments and a person is assigned to one department but not the other, they wont see the tickets for the department they are not assigned to.

Raising a ticket

Your tenants can raise tickets through the Tenant Module > Contact Landlord tab.  There are details on this for your tenants in the Help Section of the Tenant Module.

If your tenants contact you directly, you can raise a ticket on their behalf.  Add them to the Tenant Service Desk as a Customer and then go to Tickets and click +Ticket to create a ticket. If you want to create a ticket on behalf of someone and record their initial request then set the selector of the first field to From. If you want to send a request/initiate a discussion with the tenant then set the selector of the first field to To.

New tickets arrive in the New Tickets tab.  Once you reply to a ticket it will automatically move to the On Hold tab.  If a tenant replies the ticket will move to the Open tab where it will remain until you reply and it will go back to On Hold.  Once an issue has been dealt with to everybody's satisfaction you can close it.  The ticket moves to the Closed tab.

Once a ticket has been raised, it can be assigned to a department.

Replying to tickets

When you open up a ticket to view it, there are two buttons at the bottom, Reply and Internal Message.  Using Reply will post a message that everyone can see including the tenant.  Using Internal Message posts a message that all of the users assigned to that ticket can see, but not the tenant.  Use this if you need to continue the conversation with one or more of your team but you don't want the tenant to see it.

If you have repeat issues, you can set up Canned Messages so that you can quickly send a reply without having to type it all out again.  You can set these up from the green Add button on the menu bar.