Features & tools
Managing tickets and reports in a condominium
A broken elevator, a leak in the basement, a burnt out stairwell light: every condominium constantly receives reports like these, often by phone or text message, with no structured tracking. The result is that the property manager loses track of what has been resolved, residents do not know the status of their request, and the vendor in charge has no written record of the intervention. A ticketing system applied to condominium management solves this: every report becomes a traceable record, with an updated status, an assigned vendor and a history visible to everyone involved, in line with the manager's duty of transparency and proper administration.
From informal reports to trackable tickets
In everyday practice many reports arrive in a disorganized way: a phone call to the doorman, a message in the building chat, a note left on the notice board. Without a single channel, the manager risks losing important requests or having to recall them from memory when a resident asks for an update.
Digitizing reports means giving every resident a simple way to open a ticket, indicating the common area involved (elevator, plumbing, lighting, external common areas) and a description of the problem, with an optional photo. From that moment the request exists as a single record, no longer dependent on the memory of whoever received it.
Ticket status and vendor assignment
Every ticket goes through recognizable stages: open, under review, assigned to a vendor, in progress, resolved. Making this status visible drastically reduces phone calls asking for updates, because residents can check the status of their own report on their own.
Vendor assignment is the operational step: the manager identifies the competent contractor or technician (plumber, electrician, elevator maintenance company) and links them to the ticket, with an indication of priority and expected timing where relevant. This matters especially for faults involving systems subject to scheduled maintenance, such as elevators under the UNI 10801 standard, where traceability of interventions is part of proper system management.
- Open status: the report has been received but not yet reviewed
- Assigned status: a specific vendor has been tasked with the intervention
- In progress status: the intervention is scheduled or underway
- Resolved status: the intervention is complete and the ticket can be closed
History and transparency toward the assembly
Article 1129 of the Italian Civil Code imposes reporting and disclosure obligations on the property manager toward residents. A complete history of reports, with opening dates, assigned vendor and closing date, is a concrete tool to answer these requests, both at the annual assembly and whenever an individual resident asks for an account of a specific intervention.
Keeping the history organized by building or common area also helps identify recurring patterns, such as a fault that reappears repeatedly on the same system, useful information to assess whether a more structural intervention is needed instead of repeated repairs.
Why digital ticket management benefits everyone
For residents, being able to open a report and follow its status reduces the feeling of being ignored, one of the most frequent sources of friction with the property manager. For the manager, having every report in a single register prevents forgotten requests and makes it possible to demonstrate, with dates and documents at hand, that management activity was carried out correctly.
AmministraPro integrates ticket management directly into the condominium software, so the report, the assigned vendor and the intervention history stay linked to the same registry and accounting data of the building, without having to cross-reference separate tools. Anyone who wants to see how it works in practice can review the features and plans on AmministraPro.
Frequently asked questions
Who can open a ticket or report in a condominium?
Generally any resident or owner can report a problem concerning the common areas, while the evaluation and vendor assignment remain the property manager's responsibility, as the manager is in charge of the management and preservation of common areas under Article 1130 of the Italian Civil Code. In some cases the doorman or the manager themselves can also open preventive reports, for example after an on-site inspection.
How much time does the property manager have to act on a report?
The Civil Code does not set one rigid deadline equal for every report: the required promptness depends on the nature of the problem, urgent if it involves safety, such as an electrical fault, or routine if it concerns non urgent maintenance. The manager must still act with diligence under Article 1130 of the Civil Code, and an updated ticket status helps demonstrate that the intervention was taken on within a reasonable time.
Does the report history have value for the assembly or in a dispute?
Yes, a dated and documented history with assigned vendor, status and closing date is useful evidence both at the annual financial report before the assembly and in case of a dispute over a missed or delayed intervention, because it objectively shows the activity carried out by the manager over time.
Does report data involve residents' personal data?
A ticket can contain identifying data of the reporting resident and references to their unit, so it falls under the personal data processing rules set by the GDPR: only the data necessary to manage the intervention should be collected, and it should be accessible only to those who need to process it, such as the manager and the assigned vendor.
Can software like AmministraPro manage tickets and vendors together with the condominium accounting?
Yes, in AmministraPro ticket management is linked to the condominium registry and to the vendors already on file, so the manager assigns the intervention without re-entering data and keeps a single history available alongside the other management information, with the features described on the site and in the available plans.
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