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 assign users to these tenant requests, and easily communicate 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

Tenant Portal Settings

Go to Settings and then click on the Tenant Portal button in the Property Settings section.

  • In the window that pops up, click on Features in the left menu and find the Requests section. Make sure you have toggled on the ability for your tenants to Submit new online requests and View open requests.

  • Click on Tenant Requests to add instructions for your tenants when they submit requests online. Adding additional instructions is optional. For example, you can ask them to submit a picture along with their request if it involves damage.

  • Click Save when you are finished.

Tenant Request Settings

Go to Settings and then click on the Tenant Request button in the Property Settings section.

  • 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.

  • Click Save when you are finished.

Note that 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 2

After your tenants submit their requests, they will show up in your Tasks 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 3

When you post updates to tenant requests submitted online, you can choose whether or not you notify the tenant of these updates. Choosing to notify 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.

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.

FAQ

What is the difference between tenant requests I create for my tenants and requests my tenants submit online?

  • There is no difference between tenant requests submitted by your tenants online vs. those you create yourself in your DoorLoop portal. Tenants will still see requests you create for them. To see how to create a tenant request, use this article here.


Can tenants delete their requests?

  • No, your tenants cannot delete their requests, but they can submit a comment using the Activity Feed when reviewing their request to let you know they want to cancel their request.


Does a tenant get a notification when I complete a task?

  • 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.

  • You can also edit a tenant request by using the blue circle with the vertical three dots in the upper right corner of the task Overview tab to change the Status to Completed, check the Notify Tenant(s) box, and then click Save to complete a request and notify the tenant via email.


Can I reopen a tenant request after I have completed it?

  • Yes, you can by filtering your tasks to view all Completed tasks, find and click on the task you want to reopen, and then click the Reopen Task button.


What do submitting and reviewing tenant requests look like for my tenants in their portals?

  • Here is a video showing what tenant requests look like in your tenants’ portals:

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