Tickets and fault reports in condominiums with software

A ticketing system for a condominium is a tool that collects owners' fault reports and requests in a structured way: each problem becomes a record with date, description, priority, owner and progress status. It replaces the calls, messages and notes that are easily lost today, and lets the manager prove that the report was received and that action was taken. It is the reactive side of maintenance, complementary to the calendar of scheduled inspections.

The problem with untracked reports

In daily practice, faults in common areas arrive in the most varied ways: an evening phone call, a message in a chat, stopping the manager on the stairs. Without a register, these reports overlap, some are lost and it is impossible to know which are still open. The owner who reported the stopped lift is left with the impression that nobody is dealing with it, even when the intervention is already under way.

The damage is twofold: on one hand the service worsens and trust erodes, on the other the manager has no way to demonstrate the timing and manner of their work if an owner alleges inaction. A ticket, with a certain opening and closing date, solves both problems.

How a ticket works from opening to closure

A ticket follows a simple, repeatable path that the software makes visible to both the reporter and the person who must intervene:

1. Opening: the owner or manager describes the fault, indicates the location and, if possible, attaches a photo
2. Classification: category and priority are assigned, distinguishing an urgency that endangers safety from an ordinary request
3. Assignment: the ticket is handed to the competent supplier, with all contact details already in the register
4. Handling: the status is updated and appointments, quotes awaited or resolutions pending are recorded
5. Closure: the intervention report and the invoice are attached, and the report is archived in the building's history

Every step leaves a trace, so at any time it is clear how far the problem has progressed and who is responsible for it.

Priorities and emergencies: telling apart what cannot wait

Not all faults are equal. A water leak causing flooding or a lift trapping people require immediate intervention, while a burnt-out bulb in the entrance hall can wait for the maintenance round. A ticketing system with priority levels helps the manager focus resources where they are needed, and documents that the urgency was recognised and treated as such. For urgent interventions the manager may act within the powers that Article 1130 of the Italian Civil Code grants for the preservation of common areas, later reporting to the owners' meeting.

Engaging owners with a single channel

When owners have a single channel to report faults, typically an app or a reserved area, reports become tidier and more complete. The owner sees the status of their request and receives an update when the ticket changes state, reducing follow-up calls. The manager, in turn, receives already structured information and does not have to transcribe anything.

The processing of the data contained in reports, such as the contact details of the reporter, must comply with GDPR principles and be limited to what is necessary to manage the intervention, without disclosures to other owners that are not relevant.

From ticket to history and scheduled maintenance

Closed tickets are not just archived files: they are valuable data. If an installation generates recurring faults, the ticket history makes it evident and suggests that the time has come for extraordinary maintenance or replacement, to be brought to the meeting with figures in hand. In this way reactive maintenance feeds scheduled-maintenance decisions, closing the loop.

In AmministraPro owners' reports become tickets linked to the supplier register, the intervention history and the accounts, with certain opening and closing dates. How the fault-management system works is illustrated on the /funzioni page, while the plans that include the owners' reserved area are described on /prezzi.