📬 Tenant Requests in Autility
Tenant requests can range from minor inquiries to larger issues requiring follow-up. To simplify handling, all requests are now gathered in one place - Autility.
🧐 What Is a Request?
A request might include:
A tenant asking for more sanding on the parking lot
A message about adjusting the office temperature
A question about when waste management or maintenance is scheduled
Anything previously reported via email, phone, or messaging can now be registered as a request in the system. This eliminates the need to manage multiple channels and provides a clear overview.
⚙️ How Does It Work?
1. Creating Requests
Tenant: Sends an email that is automatically registered as a request in the system. Each request includes:
A title and description
The sender’s identity
The location in the building the issue concerns
Option to attach images or documents
Logged comments throughout the process
You: Can also create requests manually, for example based on phone calls:
Open Autility
Click on Requests under Operations, then select Create
Enter the available information about the request and the person it concerns, so you can follow up accordingly
2. Who Receives the Request?
You receive and manage all incoming requests. Depending on the issue, you can delegate tasks to others, such as maintenance staff or external service providers.
💬 How to Communicate with the Tenant
Open Autility
Select on Requests under Operations
Select a request from the list and scroll down to the comments section
Select Reply—the recipient will automatically be set to the original sender. You can now respond directly to the tenant
🗣️ How to Discuss Internally
Open Autility
Select on Requests under Operations
Select a request from the list and scroll down to the comments section
Select Comment—no recipient will be listed. You can now add internal notes without sending them to the tenant
📊 Status Tracking
Requests follow a simple status flow:
Status | Description |
To do | When the request is registered |
In progress | When the actions or tasks have been initiated |
Completed | When the issue is resolved and closed |
✅ Why Use Autility for Requests?
By gathering all requests in one place, you avoid juggling emails, phone calls, and scattered notes. In Autility, you can:
Communicate directly with tenants via request comments
Document all dialogue and related information
Create work orders or incident reports directly from a request—for example, for technicians performing actions
Prioritize issues and assign responsibility to the right person
📌 Example
A tenant sends an email requesting better sanding of the parking lot. The request is automatically registered in Autility. You add a short description, attach photos of the area, and create a work order assigned to the technician responsible.
Once the sanding is completed, the technician marks the work order as completed and attaches the necessary documentation. You then close the request and easily notify the tenant that the issue has been resolved.