HOAWorks: Set Up Homeowner Support Tickets and Request Queues

Set up homeowner support ticketing in HOAWorks by turning on the homeowner request feature, creating clear request categories, assigning each category to the right staff or board queue, setting priorities and auto-notifications, then testing the full flow from the homeowner portal to internal assignment and closure.

 

What “tickets” and “queues” mean in HOAWorks

 

• Ticket: one tracked request (example: gate remote, maintenance issue, account question).
• Queue: the “inbox” where tickets land (example: Management, Maintenance, Architectural, Accounting).

 

Before you start (if requirements are already met)

 

• Confirm the homeowner portal is active and owners can log in.
• Confirm each unit has a correct primary email and at least one linked owner.
• Decide who will handle tickets: manager, assistant, board, vendor.

 

Step-by-step setup

 

• Go to the HOAWorks Admin/Settings area and locate Homeowner Portal or Requests/Support settings.
• Enable Homeowner Requests (sometimes called service requests, help desk, or contact us).
• Create request types (categories). Keep them simple: Maintenance, Accounting, Violations Question, Architectural Request, General Question.
• For each request type, set a default queue/assignee (who receives it first).
• Set priority rules (example: “Water leak” high, “Gate clicker” normal). If HOAWorks supports keywords, map keywords to priority.
• Turn on email notifications for: ticket created, assigned, updated, closed. Use a shared mailbox if possible.
• Set required fields owners must fill (unit, issue description, location, permission to enter, best contact time). This prevents back-and-forth.
• Add attachments if supported (photos, invoices). Limit file size to avoid upload failures.
• Create status steps: New, Waiting on Homeowner, In Progress, Waiting on Vendor, Resolved, Closed.

 

Avoid common setup mistakes

 

• Too many categories: owners pick the wrong one. Keep it short.
• No owner confirmation: always send a “we received it” message with ticket number.
• Board as first-line: routes everything to volunteers and slows response. Use management first, board only for escalations.
• No SLA expectation: add an auto-reply line like “urgent safety issues call emergency line.”

 

Test and validate (do this even if everything is “already set”)

 

• Submit a test request from a real owner account.
• Confirm it lands in the correct queue, triggers notifications, and shows the correct unit/owner.
• Reply from staff side and confirm the owner receives it and can respond.
• Close the ticket and confirm it is searchable for reporting.

 

Troubleshooting

 

• If owners do not receive emails: check spam, verify email on the owner profile, and confirm notifications are enabled.
• If tickets go to the wrong person: fix the default assignee on the request type.
• If owners cannot submit: confirm portal permissions and that the owner is linked to the unit.

 

When to contact HOAWorks support

 

• Email deliverability issues across many owners.
• Permission bugs where correct users cannot see or submit requests.
• Need automation beyond standard routing (advanced rules, integrations, vendor workflows).