How do I track maintenance for an owner's property?

Create a ticket, assign a vendor, record costs, get owner approval where needed, and let costs flow to the statement.

Purpose

Every repair on a managed property should live in a maintenance ticket: what happened, who fixed it, what it cost, and whether the owner approved. Costs recorded here flow to owner statements automatically.

Who can use this

Admins, property managers, and maintenance staff. Requires the Maintenance module.

Steps

1Go to Maintenance (/maintenance) and click "New request" (/maintenance/new).
2Select the property (and unit, for long-term properties).
3Describe the issue and attach photos if you have them.
4Set the priority: low, medium, high, or emergency.
5For emergencies, acknowledge the ticket first — acknowledging is the required gate before scheduling emergency work.
6Assign the work: an internal maintenance staff member or an external vendor (vendors live under Vendors, /vendors).
7Schedule the visit; the maintenance calendar (/maintenance/calendar) shows all scheduled work.
8If the estimated cost is above the owner's repair-approval threshold, request owner approval before proceeding — see "How does owner repair approval work?".
9The assignee completes the work and notes what was done.
10Record the actual costs on the ticket: labor and materials, in exact amounts. Attach the vendor invoice if there is one.
11Close the ticket.
12The recorded cost appears as an expense on the property and flows into the owner's next statement for the period.

Important notes

Costs only reach owner statements if they are recorded on the ticket (or as a property expense) before the statement is generated.
The owner can see their properties' tickets in the partner portal if you enabled maintenance visibility for them.
Preventive maintenance schedules (/maintenance/preventive) create tickets automatically on a cadence.

Related settings

The owner's repair approval threshold (owner profile); Vendors list.

Common mistakes

Closing tickets without recording the cost, which silently under-charges the owner.
Skipping owner approval for a cost above the threshold — this breaks trust and your agreement.

FAQ

Can a vendor update the ticket themselves?: Vendors can confirm and act on work orders sent to them via their vendor link; your team keeps control of costs and closure.