Every report becomes a case — and every case has someone responsible.
Damage reports from the tenant portal, jobs for the caretaker and the departments, recurring maintenance. With photos, history and working time on the case instead of spread across calls and inboxes.
From the report to the finished repair — on one case.
Reported from the tenant portal
The tenant describes the matter, picks the kind of damage — water, electricity, heating, general — and attaches photos. A ticket is created straight away; nobody retypes an email.
Damage or routine
Every ticket carries its type, a priority from low to urgent and, where it helps, a due date. Recurring maintenance therefore sits in the same list as the burst pipe from this morning.
Responsibility, not a shout across the office
A ticket belongs to a department and to one or more responsible people. If the owner carries out the repair, that is noted on the ticket and the office only keeps watch.
A status that does not go back
Created, in progress, paused, done. Past created there is no way back, so work already done cannot disappear afterwards. The status changes by itself when the first working session starts.
Working time and trips on the case
A time-tracking session must hang on a ticket, and so does a business trip with its kilometres. In the end you see not only the result but also how much time it took.
History, comments, photos
Every change is recorded with person, field and time, comments sit next to it, images stay on the ticket. Anyone asking later when something was reported finds the answer on the case.
What a ticket meets in German tenancy law.
§ 536c BGB
The tenant reports a defect, with the time of the report kept
§ 535 BGB
The duty of the landlord to maintain; the case shows what came of it
§ 536 BGB
Rent reduction because of a defect, linked to the ticket
§ 555a BGB
Maintenance work announced in advance; the date sits on the ticket
§ 259 BGB
Accounting to the owner for what happened at the property
DSGVO
Tenant data only for handling the case, access by role, hosted in Germany
What property managers ask about the ticket system.
Can tenants report things themselves?
Yes. In the tenant portal the tenant creates the case: description, kind of damage, photos and a date if there is one. After that they see their own tickets and the status of each. Anyone who prefers to call gets the ticket created by the office — the path behind it is the same.
Can we switch the ticket system off if we do not need it?
No, and that is deliberate. Tenants report repairs through this area; hiding it does not take away a menu entry but the way in. The same comes from the other side: every time-tracking session hangs on a ticket, so without tickets no working time could be started.
Do external tradespeople get access?
Only as a user of the management company with the caretaker role. They then see the tickets where they are named responsible, and nothing else. There is no separate portal for outside firms, and no tendering or collecting of quotes.
Who sees which tickets?
Caretakers see only the tickets where they are named responsible, owners those of their properties, tenants in the portal only their own. The office and its management see every ticket of the company. For staff the list is currently wider than the opening: they see all tickets of the company, but can open their own, those assigned to them and those of their department. That edge is known to us and still open.
Can a status be taken back?
No. A ticket goes from created through in progress to done and can be paused in between; it does not go back. A finished ticket stays readable with its history and the working time recorded on it. Anyone who has to start again creates a new case.
Does anyone get notified?
Yes. Whoever is added as responsible gets a message in the application and a notification on the device; the same for the owner who takes on the repair. We do not send an email for every single ticket.
What is still missing?
A cost figure on the ticket, the collecting of quotes and a comparison of dates with a calendar. The deadline by which a reported defect has to be fixed is not watched by the application either: it records when the report came in and what happened since — keeping an eye on the deadline is for people to do. And the search works inside the loaded list; with very many tickets it does not reach back to the oldest ones.
A way to report that your tenants will find.
Fourteen days free, no payment details. After that the access ends by itself if you do nothing further.