Customer Service Track and resolve client issues through tickets assigned to the right team — finance, legal, or operations — and log updates on deliveries, units, and client information. Customer Service Module Overview The Customer Service module is the central hub for managing all support tickets and internal status updates. It ensures every client inquiry, complaint, or request is tracked, assigned to the right person, and resolved efficiently. Module Sections Section Description Tickets Create and manage support tickets for client issues — assign to the relevant team and track until resolved. Delivery Updates Log which units have been delivered or are due for delivery, and track construction milestones. Clients Updates Record changes or updates to a client's personal information or any client-related data. Units Updates Log changes made to a unit's specifications (e.g., space, merging with another unit). Tickets Actions Filter Search and audit the full action history across all tickets. Customer Service Settings Configure ticket types, update types, and ticket visibility rules. Module Pages Page Description Tickets The main ticket list, fields, statuses, and how to assign tickets. Delivery, Clients & Units Updates The three update timelines and their Create forms. Tickets Actions Filter Searching and reviewing the full action history of tickets. Customer Service Settings Ticket types, update types, and the ticket visibility mode. Tickets Overview The Tickets screen is used to log and manage client support requests. Any issue a client faces — whether it's a payment delay request, a legal concern, a maintenance issue, or any other type of request — is created here as a ticket, then assigned to the relevant team member to handle and resolve. 💡 Examples of how tickets are used: A client wants to delay an installment payment → ticket created and assigned to a Finance team member. A client has a contract dispute → ticket assigned to the Legal team. A client has a maintenance complaint → ticket assigned to the relevant operations person. What You See Each ticket row shows the following columns: Column Description Ticket Number Unique identifier for the ticket. Name Client's name associated with the ticket. Phone Client's contact phone number. Ticket Type Category of the support request (configured in Customer Service Settings). Related Item The associated property, unit, or project, if any. Communication Method The client's preferred method of communication (e.g., Phone, Email). General Note A description of the issue or request. Ticket Created Date When the ticket was created. Ticket Action Date The date of the last activity or update on the ticket. Creator The user who created the ticket. Assigned to The team member responsible for handling this ticket. Actions Status dropdown, Note, Update, and Delete — see below. Actions on a Ticket Action Description Status dropdown Change the ticket's current state (e.g., Pending, Done, Customer Service Response, Follow Up). Note + Add a note or update to the ticket log. Update Edit the ticket's details. Delete Remove the ticket. Available Actions (Top Bar) Button Description View New Tickets Shows tickets that have not yet been assigned to any user — review and assign them to the appropriate team member. Ticket + Create a new ticket. Export Export the ticket list. 💡 View New Tickets is the key starting point — any ticket that comes in without an assigned user lands here. From this view, you can assign each ticket to the right person so it gets handled. Creating a New Ticket Click Ticket + to open the Add New Ticket form. Fill in the fields below, then click Add. Fields Field Required Description Mobile ✅ The client's mobile number. Communication Method ✅ The client's preferred communication method (e.g., Phone, Email). Call Date Optional The date the client was called or contacted. Delivery Judgement Date Optional The agreed or expected delivery judgement date. Contract Date Optional The client's contract date. Ticket Content Optional Full description of the issue or request. Ticket Type ✅ Category of the ticket (configured in Customer Service Settings → Ticket Types). Tag Optional Tag to label the ticket. Branches Optional The company branch this ticket is related to. Type Optional Additional type classification. Files Optional Attach supporting files. Gallery Optional Attach images. Available Filters Filter Description Date Filter by creation date (From / To). Name Search by client name. Tag Filter by tag. User Filter by assigned user. Unit Filter by related unit. Condition Filter by a condition. Ticket Type Filter by ticket category. Ticket Number Search by ticket number. Project Filter by project. Delivery, Clients & Units Updates Overview These three sections let the team log internal status updates, each scoped differently: Section Purpose Delivery Updates Log which units have been delivered or reached a construction milestone. Clients Updates Record any change to a client's personal information or client-related data. Units Updates Log any change made to a unit's specifications. Delivery Updates Used to track unit handovers to clients — logging which units have been delivered, which are pending, and what's scheduled next. 💡 Example: Unit A has been handed over to the client, Unit B is scheduled for handover next month — the team logs this to keep a clear record of which units have been delivered and which are still pending. Timeline View Each entry shows: Posted by / Posted at Project, Building, Units affected Any attached image Delete button Use Add an Update (top right) to create a new entry. Create Form — Fields Field Required Description Title ✅ Title of the update. Content ✅ The update details. Project ✅ The project this update relates to. Type ✅ The delivery update type (configured in Customer Service Settings → Delivery Updates Types). Videos Optional Attach a video link. Gallery Optional Attach images. Logo Optional Attach a logo/image. Filters Filter Description Creation Date Filter by date (From / To). Project Filter by project. Building Filter by building. Units Filter by unit. Types Filter by update type. Clients Updates Used to record any change or update related to a client's information — for example, a change of address, updated contact details, or any other client-specific data that needs to be logged and communicated. Timeline View Each entry shows the same details as Delivery Updates, plus a View Files button to access any attached files. Use Add an Update to create a new entry. Create Form — Fields Field Required Description Title ✅ Title of the update. Content ✅ The update details. Project ✅ The project this client is associated with. Type ✅ The client update type (configured in Customer Service Settings → Client Updates Types). Videos Optional Attach a video link. Gallery Optional Attach images. Logo Optional Attach a logo/image. Files Optional Attach supporting files. Filters Filter Description Creation Date Filter by date (From / To). Project Filter by project. Building Filter by building. Types Filter by update type. Units Updates Used to log any change made to a unit's specifications — for example, if the unit's space was modified, or if two units were merged into one. These are unit-specific and tied directly to the unit's full hierarchy (Project → Building → Building Segment → Unit). 💡 Examples: Unit space was changed, two units were merged, a structural modification was made. Timeline View Each entry shows the full unit path (e.g., Project (Elite Living) > Building (B1) > Building Segment (B01-G-105) > Unit (B01-G-105)), plus the content, type, Delete, and View Files. Use Add an Update to create a new entry. Create Form — Fields Field Required Description Title ✅ Title of the update. Content ✅ The update details. Type ✅ The unit update type (configured in Customer Service Settings → Unit Updates Types). Project ✅ The project this unit belongs to. Logo Optional Attach a logo/image. Files Optional Attach supporting files. Filters Filter Description Unit Name Filter by unit. Client Filter by client. Created At Filter by creation date. Customer Service Settings Overview Customer Service Settings is where all configuration for the Customer Service module lives — ticket types, update types, and ticket visibility rules. 💡 The settings below (Client Updates Types, Unit Updates Types, Delivery Updates Types, and Ticket Types) were moved here from General Settings into their own dedicated Customer Service Settings section. Update Types Setting Used By Client Updates Types The Type dropdown on the Clients Updates Create form. Delivery Updates Types The Type dropdown on the Delivery Updates Create form. Unit Updates Types The Type dropdown on the Units Updates Create form. Each is managed as a tag list — add or remove values directly from the settings screen. Ticket Types Click + Add New Ticket Type to create a new type. Each ticket type has the following configuration: Field Description Type Name The name of the ticket type (e.g., Type1, Complaint, Maintenance Request). Type Manager Email The email notified for tickets of this type. Time (Hours) The expected resolution/response time, in hours, for this ticket type. Assigned Users The users assigned to handle tickets of this type. Send Email On Creation When checked, an email is sent automatically whenever a ticket of this type is created. Delete Remove the ticket type. Click Update to save changes. Tree-Based Visibility Visibility follows the user hierarchy tree. A user sees only the tickets assigned to them. A parent user (manager) can see all tickets assigned to any user below them in the hierarchy tree. If you are not in someone's hierarchy chain, you cannot see their tickets. 💡 Example: If User A is a parent of User B, User A can see all of User B's tickets. But if User A and User C are peers (no hierarchy between them), User A cannot see User C's tickets. Ticket Type-Based Visibility Visibility is controlled by Ticket Type instead of hierarchy. Each Ticket Type has a list of Assigned Users (configured in the Ticket Types section above). When a ticket is created under a specific Ticket Type, all users assigned to that Ticket Type can see it — regardless of where they sit in the hierarchy. A user can be assigned to multiple Ticket Types and will see tickets from all of them. A user cannot see tickets that belong to a Ticket Type they are not assigned to. Tree-Based Visibility is disabled when this mode is active. 💡 Example: "Legal" is a Ticket Type with Users X and Y assigned. Any ticket created under "Legal" will be visible to both X and Y — even if they have no hierarchy relationship with whoever created the ticket. ⚠️ If you switch from Tree-Based to Ticket Type-Based Visibility, any ticket previously assigned to a user who is not in that ticket's Type will remain visible only to that assigned user — and will not appear to the Type's assigned users until the ticket is reassigned to someone who belongs to the correct Ticket Type.