Greetings! We’re back with a new Manager Toolkit post this month, where you will learn about three new ticketing enhancements. Through these enhancements, you’ll be able to manage your tickets better and quicker! These features are now available for all ticket types – work orders, support, architectural change requests, unit activity logs, rule violations, and tasks.
Manage Attachments
In Pilera, it is now easier to manage attachments in a ticket. You can now remove an attachment from a ticket. This is especially helpful when you need to replace an outdated file with a new one or remove an incorrect file. We’ve also made it quicker for managers to add more attachments without needing to edit a ticket.
Since Pilera tracks every action taken on a ticket, you can easily see a history of which files were removed/added, when, and by whom in the events section.
Edit & Delete Ticket Comments
Many of our customers requested the ability to edit and delete comments within a ticket. We’re excited to announce that this feature is now live! When you edit or delete a comment, Pilera automatically tracks the changes in the events section of the ticket. Then, you’ll always have a history of what has been done.
Quicker Access to Tickets from Your Email
We understand that efficiency and speed are vital to your customer service process and that’s why we’ve made it easier for you to access a specific ticket from within your email. Now, when you receive an email notification about a ticket, there is a direct link for you to access that ticket. Direct access to the ticket does require logging into Pilera so you can view the details, comment on the ticket, reassign it, and more. If you are already logged into Pilera, you will be taken to that ticket directly. However, if you haven’t logged in yet for the day, you will be prompted to log in.
Key Takeaways from This Month’s Ticketing Enhancements
To summarize, here are the key enhancements to Pilera’s ticketing system covered in this month’s Manager Toolkit:
- Manage Attachments Easily
- Quickly add or remove attachments from any ticket without entering edit mode.
- Every file action is recorded in the Events section, including who made the change and when.
- Quickly add or remove attachments from any ticket without entering edit mode.
- Edit and Delete Ticket Comments
- You can now modify or remove comments across all ticket types.
- Changes are tracked automatically to maintain a full audit history.
- You can now modify or remove comments across all ticket types.
- Direct Ticket Access from Email Notifications
- Email alerts now include a link to open the related ticket directly.
- If already logged in, you’ll be taken straight to the ticket. If not, you’ll be prompted to log in first.
- Email alerts now include a link to open the related ticket directly.
These updates are designed to help you save time, reduce errors, and improve your response workflows.
Thanks for tuning in for this month’s Manager Toolkit on the new ticket feature enhancements! We’ll be back with more tips and best practices on how to use Pilera for your communities. Want to view more tips and best practices on topics such as communication, maintenance, customer support, and more? Visit our Manager Toolkit library!
About Pilera
Pilera Software is the premier community and property management software that has helped thousands of community managers enhance communications, improve customer service, and manage compliance and operations. To learn how Pilera can help to improve efficiency and reduce costs, book a personalized demo.
