Service requests
When a homeowner asks for help from your customer portal, the request arrives somewhere it can be assigned, worked and closed — with a record of what happened, not a forwarded email chain.
A homeowner submits a service request, an email goes out, and from that moment the request exists only in whichever inboxes happened to receive it. Nobody owns it. Nothing shows it is still open. If the person who usually handles them is out, it waits — and the first anyone hears about it is the follow-up phone call asking why nobody responded.
Requests submitted through the customer portal land on a board instead. Each one has a state you can see across the whole queue, so an open request cannot quietly become a forgotten one. Existing requests that predated the board were backfilled onto it rather than left behind in email.
The portal side is the other half. A homeowner who has an active portal account shows as one on their customer record, so office staff know whether the person they are talking to can see their own history. Portal accounts are managed by your own team, scoped to your company, with a warning before an account tied to an open balance is removed.
How it works
Every request has a state and a place on the board. Open, worked, closed — visible to the whole office, not one inbox.
The customer record shows whether this homeowner actually has an active portal account, so staff are not guessing on the phone.
After a visit, the homeowner is pointed at the portal where the record and the receipt already are.
Removing a portal account tied to an open balance warns first. Cutting off a customer who still owes money is not a silent operation.
Yes — the difference is that the email is now a pointer to a record that exists on a board, rather than the only place the request lives.
They were backfilled onto it. A new queue that starts empty while real open requests sit in an old inbox is a queue that lies to you on day one.
Yes. Portal accounts are scoped to your company and managed by your own team, including blocking and removal, rather than requiring a support ticket to us.
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