Service Tickets: Overview

A service ticket is how a resident reports an issue in their unit or the building, such as a maintenance problem, a repair request, or anything else they need staff to look at. Residents create service tickets from the URBI resident mobile app. They do not have access to Kore.

This article set is written for property management staff, PMs, and board members who need to understand how tickets arrive from residents and how to support a resident who is creating one.

Who can use it

Tickets are created only by residents, from their phone. Staff, PMs, and board members work with tickets on the Kore side once they arrive.

Where tickets show up in Kore

Tickets residents submit land in Kore's Service Tickets area, where staff can see and work them. This article set does not document that triage screen in detail (see the Uncertain note below); it focuses on what happens on the resident's side when a ticket is created, and on the one piece of staff configuration that affects what a resident is told in an emergency: the company's Emergency line.

What's in this set

• What Residents See When They Create a Ticket - a full walkthrough of the resident creation flow, so you can talk a resident through it over the phone.
• How to Set the Emergency Line - where the Emergency line field lives in Kore, who can change it, and what happens when you save it.
• How the Emergency Number Is Chosen - the order URBI follows to decide which number a resident is told to call.
• Troubleshooting - common issues staff run into with the emergency notice and how to resolve them.

A note on the ticket notice residents see

Every time a resident opens the ticket list or starts creating a ticket, they see a short notice reminding them that tickets are reviewed during business hours, and, when a number is available, a line telling them who to call in an emergency. This notice never blocks a resident from submitting a ticket, it's informational only, and residents can dismiss it from the ticket list. The rest of this set explains exactly what that notice says and where the number in it comes from.