Use ticket next actions
What this guide helps you do
Section titled “What this guide helps you do”Use waiting states and next-action dates to keep tickets from going stale.
Next actions are not staff assignments. Responsibility still follows the building: assigned landlord first, organization admin otherwise.
Who can do this
Section titled “Who can do this”Organization admins and authorized landlords with access to the ticket.
Observers cannot view or change staff next-action details.
Where to find it in Sicket
Section titled “Where to find it in Sicket”Open a ticket detail page and choose the next action control.
Before you start
Section titled “Before you start”Decide what the ticket is waiting for.
Use internal notes for staff-only follow-up detail.
Step-by-step
Section titled “Step-by-step”- Open the ticket detail page.
- Choose the next action control.
- Select the waiting state.
- Optionally add a next action date and time.
- Optionally add an internal follow-up note.
- Save the change.
Field-by-field explanation
Section titled “Field-by-field explanation”Waiting state explains what the ticket is waiting for, such as tenant response, landlord follow-up, contractor action, or other staff work.
Next action date and time is an optional reminder moment for staff.
Internal follow-up note is staff-only and should contain practical next steps.
Tenant visibility
Section titled “Tenant visibility”Residents can see the waiting state so they understand why the ticket is not moving immediately. The internal follow-up note and staff reminder date remain staff-only.
Tenants are notified when the ticket is waiting for tenant action.
Staff-only waiting states are usually visible for transparency, but do not need to notify tenants unless tenant action is needed.
Internal follow-up notes are never shown to tenants.
What happens next
Section titled “What happens next”The ticket shows the current waiting state.
Staff can use attention queues and reminders to find tickets that need follow-up.
When work progresses, update the waiting state or clear the next action.
Common issues
Section titled “Common issues”If a tenant asks why the ticket is waiting, check whether the waiting state is clear enough.
If a date is wrong, confirm the user’s timezone and the selected date/time.
If the work is actually complete, resolve the ticket instead of leaving a waiting state.