How does the ticketing feature work?

Overview of the Ticketing System Feature

What Is the Ticketing System?

The Ticketing System lets your community build custom forms for member requests that need administrative review — most commonly architectural change requests (like fence or paint color approvals) and maintenance issues, but the forms can be customized for other request types too. Instead of emailing back and forth, everything — the request, the discussion, the decision — lives in one tracked submission.

If a customer asks "How do I request approval for a home improvement?" or "How do I submit a maintenance issue to the HOA?", this is the feature involved.

Who Uses It

Members submit tickets through a form on the community website — for example, requesting approval to install a fence, paint the exterior, or reporting a maintenance problem.

Admins create the forms, review incoming submissions, and decide whether to approve, reject, or request changes.

Core Capabilities

Custom form creation — build forms tailored to the type of request (architectural, maintenance, or other matters needing administrative oversight)
Approve, modify, or reject submissions — admins make a determination on each ticket
Two types of comments:
Comments visible to the member who submitted the ticket
Internal remarks visible only to administrators (not shown to the submitter)
File attachments — members and admins can attach files (e.g., photos of the issue, architectural plans)
Submission locking — a ticket is locked while modifications are being requested, and again once a final approve/reject decision is made, preventing further edits

Common Questions

"How do I submit a request for a home improvement or repair?"

Members fill out the relevant ticketing form on the community website (for example, an architectural request form or a maintenance request form) and submit it for review.

"Why can't I edit my ticket anymore?"

Tickets lock automatically in two situations: while an admin has requested modifications (so the record of what was asked stays intact), and after a final decision has been made to approve or reject the request. This protects the integrity of the review process.

"Can the HOA leave me a note about my request without it going into internal admin discussion?"

Yes — the system separates member-facing comments (which you'll see) from internal admin-only remarks (which stay behind the scenes).

"How do I know if my request was approved?"

Once an admin reaches a final determination, the ticket status reflects approval or rejection, and it locks to prevent further changes.

"Can I attach photos to my maintenance request?"

Yes, file attachments are supported on ticket submissions.

Admin Tasks Related to the Ticketing System

Create a Ticketing System Form — build the intake form members will fill out
Create a Ticketing System Page and attach a form — publish the form to a page on the site
Customize or edit a Ticketing System Form — adjust fields and settings on an existing form
Deactivate a ticket — retire a submission or take it out of active workflow
Download submission data — export ticket data for records or reporting
Review, comment on, and request modifications to submissions — the core review workflow
Search for forms or submissions — quickly locate a specific ticket or form

Typical Workflow

Admin creates a form for a specific request type (e.g., "Fence Approval Request")
Admin attaches the form to a page on the community website
Member submits a ticket using that form, optionally attaching files
Admin reviews the submission, adding member-facing comments or internal-only remarks
Admin either requests modifications (locking the ticket temporarily) or makes a final approval/rejection (locking it permanently)
Data can be downloaded at any point for recordkeeping