---
title: How does the ticketing feature work?
description: ticketing, ARC, maintenance requests
---
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# 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.
### 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
1. Admin **creates a form** for a specific request type (e.g., "Fence Approval Request")
2. Admin **attaches the form to a page** on the community website
3. Member **submits a ticket** using that form, optionally attaching files
4. Admin **reviews** the submission, adding member-facing comments or internal-only remarks
5. Admin either **requests modifications** (locking the ticket temporarily) or makes a **final approval/rejection** (locking it permanently)
6. Data can be **downloaded** at any point for recordkeeping
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