Overview
In DoorLoop, you can allow your tenants to submit tenant requests online through their tenant portal. Not only is this easy for your tenants to do, you can automate the process by adding instructions for the tenants, automatically assigning users to these tenant requests, and easily communicating updates to the tenant at the same time you track work on the request. Another added benefit is that all of this communication is saved for future reference.
The Steps
You will need to make sure your tenant request settings are configured correctly. Tenant Portal settings can toggle on/off the ability for your tenants to submit requests online, as well as provide them with additional instructions. Tenant Request settings allow you to auto-assign users to tenant 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 and then click on Tenant Portal under the Property Settings section.
On the Tenant Portal window, click on Permissions in the left menu 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.
Step 2 - Set Up Tenant Requests Settings
To set up tenant request notifications, click Settings on the main menu and then click Tenant Request under the Property Settings section.
On the Tenant Requests window, you have several options you can turn on:
Toggle on Automatically notify the tenant once a tenant request is received if you would like your tenant to receive a courtesy email notification that their
request was successful. (This is really only useful if you’ve turned off the ability for your tenants to view their open requests in their tenant portal.)
Toggle on Automatically notify assigned when a tenant request is received so the users you assign will receive email notifications when any tenant submits a request online.
Toggle on Automatically assign users when a tenant request is received to choose which of your users should receive tenant request email notifications. (This option is important because tenants can not assign a request directly to a specific user. You will need to select which users are automatically assigned to tenant requests when they are received.)
Click Save when you are finished.
Tip: These settings are also available in the Settings tab for each of your properties. If you change these settings for a specific property, that property will use its own settings and override the company-level settings.
Step 3 - View Tenant Requests
After your tenants submit their requests, they will appear in your Tasks & Maintenance section alongside your other requests, tasks, and work orders. Users who are automatically assigned to tenant requests submitted online will also see these requests in their My Tasks section. This article reviews 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 or not to notify the tenant. Notifying the tenant sends them an email (if you have their email address on file) and adds the message to the request's Activity Feed in their tenant portal. If you choose not to notify the tenant, these updates will show in your Activity Feed for the tenant request but not the tenant’s. Full instructions can be found here: Update Tenant Requests and Notify Tenants.
Note: If you use the Complete Task button to finish the request, your tenant does not get an email notification that the task has been completed. First, make sure you Post An Update with Notify Tenant(s) checked to let your tenant know their request has been completed.
Requests on the Tenant Portal look like this:
