Problem Management Service With Ticket System



The Ve.N.I.C.e. Immobiliare Cera offers assistance to its clients through the use of tickets.

The ticket is a working method that allows you to solve the problem that has arisen in a short period of time (depending on the availability and availability of tenants and technicians / maintainers), also the ticket helps the owner and the tenant to have a constant and written record of the management of the problem.

How the ticket works:

  1. The first contact, usually, occurs for a report by the tenant of a problem related to the property (electrical, plumbing, masonry, malfunction or breakage of appliances, etc. ...) which indicates, in brief, by phone or e-mail what is the damage, malfunction or problem for which the intervention is requested.
  2. Once the report has been collected, it is recorded in the system, entering the name of the contact, the apartment in question and the problem that has arisen, always indicating the date, time, minutes, seconds of the call and the name of the operator at each step. Our operator sends, therefore, immediate communication via e-mail to the property with a contextual telephone call to explain the problem and to ask for authorization for technical intervention.
  3. The selected technician is sent to the site, upon appointment with the tenant. If the problem is simple everything will be closed with a single intervention, if the question is more complex then it will be necessary to intervene several times.
  4. Invoice issue. If the problem encountered is due to the age of the system or appliance, or if it is a matter of property issues, then the invoice will be charged to the owner; if, however, the damage was caused by the tenant, the balance of the invoice will be charged to him.


Please note that all the management service by the Real Estate Agency is free of charge.




Example of a ticket



01/09/2015 11.17.30 Ilaria ****
OPEN TICKET - Restoration of intercom plaque wall. We receive reports from the tenants, who this morning on leaving the house found the intercom plate torn off and no longer working, which emits a strong continuous buzz. They ask, therefore, for technical intervention to solve the problem.

01/09/2015 11.19.32 Ilaria ****
Therefore, she calls the owner, Mr. ****, we will receive authorization to send a mason to restore the damage in a timely manner. The colleague ***** instructs the company **** for an inspection which will be carried out the following day.

01/09/2015 11:24:18 Mattia ****
He tries to contact Mr. **** to explain the problem related to the electrical part. Result: no answer. Immediately afterwards we are contacted by the owner who has seen the call, the electrical problem is explained, the owner then authorizes the electrical intervention. The quotation is not made in writing, but we proceed to the hourly count, given the urgency.

04/09/2015 15:38:17 Daniela ****
We are contacted by the company in charge, which reports that the work has been done. We are waiting for the invoice.

08/09/2015 14:59:34 Daniela ****
The invoice has been forwarded by Cera Service to the owner. We are waiting for confirmation of payment.

10/09/2015 12.07.09 Daniela ****
Balance today, confirmed by phone by the owner. 10/09/2015 12.08.08 Daniela ****
TICKET CLOSED