Overview
In DoorLoop, you can allow tenants to submit requests online through their tenant portal. This is easy for tenants to use, and you can automate the process by adding instructions, automatically assigning users to requests, and communicating updates to the tenant while tracking the work. All of this communication is saved for future reference.
Walkthrough Video
Viewing Tenant Requests Walkthrough Video Link.
The Steps
You'll need to make sure your tenant request settings are configured correctly. Tenant Portal settings toggle on/off the ability for tenants to submit requests online and provide additional instructions. Tenant Request settings let you auto-assign users to requests submitted online.
Step 1 - Enable Tenant Requests in the Tenant Portal Settings
To enable tenant requests for your tenants, click Settings on the main menu. Then under the Property Settings section, click on Tenant Portal.
On the Tenant Portal Settings window, click the Permissions tab and turn on "Allow tenants to submit online requests." Also, toggle on View open requests and View closed requests (optional). You can also add optional instructions for the tenant when they are submitting a request.
Click Save & Close when you are finished.
Tip: Tenant Portal settings can also be adjusted at the property level, under that property's Settings tab, or at the individual lease level for more granular control over a specific tenant's portal access and permissions.
Step 2 - Set Up Tenant Requests Notification Settings
To set up tenant request notifications, click Settings on the main menu. Then under the Property Settings section, click Tenant Request.
On the Tenant Requests window, turn on the following settings:
Automatically notify the tenant once a tenant request is received: Sends the tenant a courtesy email confirming their request was successful. This is only useful if you've turned off the ability for tenants to view their open requests in their tenant portal.
Automatically notify assigned when a tenant request is received: Sends assigned users an email notification when any tenant submits a request online.
Automatically assign users when a tenant request is received: Choose which users receive tenant request notifications. Tenants cannot assign a request directly to a specific user, so you'll need to select which users are automatically assigned when requests come in.
Click Save when you are finished.
Tip: The Tenant Requests settings can also be adjusted at the property level, under that property's Settings tab. If changed there, that property uses its own settings and overrides the company-level defaults.
Step 3 - View Tenant Requests
After tenants submit their requests, they appear in your Tasks & Maintenance section alongside your other requests, tasks, and work orders. Users automatically assigned to tenant requests submitted online also see these requests in their My Tasks section. See Post an Update to a Task for how to find and update tenant requests.
Step 4 - Post Tenant Request Updates and Notify Tenants
When you post updates to tenant requests submitted online, you can choose whether to notify the tenant. Notifying the tenant sends them an email (if you have their email on file) and adds the message to the request's Activity Feed in their tenant portal. If you don't notify the tenant, the update shows in your Activity Feed but not theirs. Full instructions can be found in Update Tenant Requests and Notify Tenants.
Note: If you use the Complete Task button to finish the request, the tenant doesn't get an email notification that the task is complete. Make sure to post an update with Notify Tenant(s) checked to let the tenant know their request has been completed.
Once set up, tenants can submit requests directly from their portal, and you'll be able to track, update, and notify them on progress from your Tasks & Maintenance section.