When reviewing the status of your ticket inside PropertyBoss, you may see one or more of the following labels. Here is a brief definition of each label:
| Label | Status |
| Not Started | The initial status that all tickets are in when submitted through PropertyBoss; This is likely not accurate for your ticket. |
| Moved to FreshDesk | The status used to acknowledge receipt of the PropertyBoss ticket. All tickets are managed in a ticketing system called FreshDeck and a copy of your ticket is in FreshDesk. Your ticket confirmation email with the correct ticket number will come from FreshDesk. |
We want to let you know that the online form for submitting tickets is still available in PropertyBoss; however, our Care staff has transitioned away from using the connected system for ticket management. In the future, the form will be phased out, and all tickets will need to be submitted via email, our website support form, or phone call.
To clarify, the ticket statuses you see in the PropertyBoss Message Center may not accurately reflect the current status of your ticket. Instead, you’ll receive an email confirmation with a ticket number once your request is received. Our team will then reach out to you by phone or email when they start working on your issue.
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When reviewing the status of your ticket on the customer resource portal (this site you are on now), you may see one or more of the following labels. Here is a brief definition of each label:
| Label | Status |
| Open | Active ticket, being worked |
| Resolved | This ticket has been Resolved. You received a verbal or written confirmation of the resolution before the ticket was marked as Resolved. |
| Closed | This ticket has been closed. A resolution may not have been possible. |
| Engaged with Client/Research | Active research occurring with ticket |
| Scheduled | Scheduled to meet with you |
| Waiting on Customer | Waiting on your reply or more information from you before work on the ticket can resume |
| Waiting on Third Party | Initial research completed by Client Care; Requires information from a business partner |
| Submitted to Development | Requires development intervention. The issue cannot be resolved by Client Care |