Handling Owners' Requests and Reports with Tickets

A ticketing system for the condominium turns owners' requests, breakdowns, disputes and questions, into cases recorded with an identifier and a progress status. Instead of the call that gets lost or the email that slips to the bottom of the inbox, every report becomes traceable: you know when it arrived, who is handling it and where it stands. For the office it means forgetting nothing; for the owner it means knowing they have been heard without having to call again.

The problem with untracked requests

When reports arrive through different, informal channels, the risk is twofold: some get lost, others are handled twice. One owner calls about a leak, another emails about the same fault, a third mentions it in person at the meeting. Without a single point of collection, the manager has no overall view and priorities blur. Real emergencies risk drowning among routine questions.

Article 1130 of the Italian Civil Code places on the manager the duty to preserve the common parts and manage ordinary activities. An unhandled fault report can turn into damage and liability: tracking it is not bureaucracy, it is protection.

How a ticket works

Each request opens a ticket with a few essential pieces of information, which follow the case from receipt to closure and stay available to both parties.

• A unique identifier and a certain date of receipt
• The building, unit and owner concerned
• A category: breakdown, document request, dispute, information
• A status: received, taken up, in progress, resolved
• A history of updates and replies exchanged

Priorities and emergencies that surface

Not all reports carry the same urgency: a stopped lift or a water leak requires immediate action, a request for a copy of a document can wait. A structured system lets you classify requests by priority and bring the critical ones to the surface at once, without them being buried by the volume of ordinary questions. The manager works by importance, not by random order of arrival.

Fewer follow-ups, more trust

Most chasing calls come from uncertainty: the owner does not know whether their report was received, so they call again. If they can see the status of their ticket in the private area, that call never happens. Transparency on progress builds trust and reduces the load on the phone. The owner perceives an organized office that does not let requests slip.

Linking tickets to maintenance

Many reports concern faults that turn into maintenance work. Linking the ticket to the job, the assigned supplier and the resulting expense closes the loop: from the owner's report to the cost allocation, everything stays connected and reconstructable. Should the expense be disputed, the origin of the work is documented by the report that generated it.

A history that pays off over time

Closed tickets are not waste: they form the building's memory. Knowing that a system has already caused problems three times in a year guides maintenance choices and proposals to the meeting. At the end of the mandate, the history of handled requests is also concrete evidence of the work done, useful at the financial statement and at the renewal of the appointment.

• The recurrence of faults on the same system, to plan definitive interventions
• Average resolution times, as an indicator of service quality
• Documentation of the activity carried out, protecting the manager

AmministraPro collects owners' requests and reports in tracked tickets, linked to maintenance and accounting, so nothing is lost and emergencies surface first. The features are described on /funzioni and the plans on /prezzi.