Service Tickets

• Maintenance·Service Tickets

  Do you have a work order tracking system?

  Yes — we call them service tickets, and they run from a centralised dashboard where you manage, assign, track and comment on every maintenance task in the portfolio. Tickets are created either internally by your team or by tenants through the tenant portal, so a resident request and an inspection finding land in the same queue. This is the question we are asked most often about maintenance, and the answer is the dashboard rather than a shared inbox.

• Maintenance·Service Tickets

  Can tickets be assigned to specific people on my maintenance team?

  Yes — inbound service tickets can be assigned to named handymen or technicians on your team, who are notified that the ticket is theirs to complete. Assignment is what turns the dashboard from a list into a workload, since you can see who is carrying what before adding to anyone's queue. Assignment is limited to internal users; external contractors cannot be dispatched a ticket directly.

• Maintenance·Service Tickets

  Can I dispatch a work order to an outside vendor?

  No — dispatch in Kompas goes to internal users only, so a work order cannot be sent to an external contractor the way it can to your own technician. If you use the same vendors regularly, the practical route is to create user accounts for them in the maintenance role, which costs nothing because seats are unlimited on every plan. It is a workaround rather than a vendor dispatch feature, and worth weighing if outsourced maintenance is your model.

• Maintenance·Service Tickets

  Can I track my team's labour hours against service tickets?

  No — Kompas does not have time tracking today, so hours spent on a service ticket are not captured against it. This is a function we are actively working on to bring to the platform. If labour cost per ticket is central to how you price or bill work, it is worth raising early rather than assuming it can be approximated with what exists now.

• Maintenance·Service Tickets

  Can photos of the work be uploaded to a ticket?

  Yes — you can upload both before and after pictures to a service ticket, and tenants submitting a ticket through the portal can attach pictures too. That gives you visibility from the original report through to the completed work without a separate photo folder or a text message thread. For turnover and deposit disputes in particular, having the images attached to the ticket is what makes them findable a year later.

• Maintenance·Service Tickets

  What maintenance metrics can I track?

  Kompas tracks completion rate percentage and average days to completion on service tickets, which are the two numbers most operators use to judge whether a maintenance team is keeping up. They are available for internal tracking across the portfolio. Severity or priority is not part of the KPI set today, so an emergency and a routine request are counted the same way in these figures.

• Maintenance·Service Tickets

  Does the system flag emergency tickets differently from routine ones?

  No — there is no severity or priority indicator in the maintenance KPIs today, so an emergency and a routine request are tracked the same way. In practice teams handle urgency through assignment and comments on the ticket rather than through a field the system reports on. If triage by severity is important to how you run maintenance, this is a real limitation worth weighing.

• Maintenance·Service Tickets

  Can tenants submit maintenance requests themselves?

  Yes — tenants submit service tickets through the tenant portal and can attach pictures with the request, which lands directly in your maintenance dashboard rather than in an inbox or a voicemail. They can also track the history and status of their own tickets, so the follow-up call asking whether anyone is coming largely stops. Access to the portal is invite-only and controlled by you, entity by entity, building by building, or tenant by tenant.

• Maintenance·Service Tickets

  Is maintenance included in my subscription or sold separately?

  Included — every Kompas subscription gives you access to all of the core platform features, and maintenance is one of them alongside accounting, payments, lease management and the tenant portal. There is no maintenance tier to add and no per-technician charge, since users are unlimited on every plan. What differs between plans is the open API and custom integrations, and the level of service attached.

• Maintenance·Service Tickets

  Can my maintenance staff have accounts without seeing the books?

  Yes — role-based permissions in Kompas are granular, and a maintenance manager role has access to service tickets and maintenance requests without reaching the receivables, payables or bank reconciliations an accountant role sees. Because seats are unlimited, giving every technician their own properly scoped account costs nothing. That is also what makes the vendor workaround viable for contractors you work with often.

• Maintenance·Service Tickets

  Does a service ticket record who did what and when?

  Yes — a service ticket carries its assignment, the comments added by your team, and the before and after photos uploaded against it, alongside the completion data that feeds the KPIs. Between the ticket history and the platform's document and change logging, you have a record of how a request was handled. What it does not capture is hours worked, since time tracking is still being built.