---
title: Handling service requests
description: "How to handle a tenant's service request in OWNER: register the request as a ticket and send a work order from the ticket."
---

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October 20, 2026

# Handling service requests

## From service request to signed-off order: how to combine tickets and work orders.

Does a tenant report a leak or malfunction? Then you register the report as a ticket and send a work order from that ticket to a service provider (contractor). That way, everything about the report is in one place.

**In this article**

1. [How to handle a service request](https://knowledge.owner.app/en/handling-service-requests#stappen)
2. [Why this way?](https://knowledge.owner.app/en/handling-service-requests#waarom)

## How to handle a service request

### Step 1 – Register the request as a ticket

If the request comes in by email to your connected inbox, a ticket is created automatically. If someone calls, create a ticket yourself via **Tickets** \> **New**. Link the ticket to the person and the unit or installation.

### Step 2 – Create a work order from the ticket

Does a service provider need to get to work? Create a work order directly from the ticket. Choose the service provider, enter the response date and execution date, and send the work order.

### Step 3 – Follow the progress

The service provider accepts or rejects the order via the public page and signs it off when the work is done. Under **Maintenance \> Orders**, the work order moves along automatically in the kanban view. Keep the person who reported the issue informed via the ticket.

### Step 4 – Wrap up

After sign-off, you receive a review request about the service provider from the OWNER Community. Once everything has been resolved, close the ticket.

## Why this way?

- Later on, you can see exactly what happened, who resolved it and when.
- Thanks to the ticket statuses, your team always knows who needs to take the next step.
- With reviews, you build a reliable overview of good service providers.

Also read: [Tickets](https://knowledge.owner.app/en/tickets?hsLang=en) · [Orders](https://knowledge.owner.app/en/orders?hsLang=en) · [How do I connect my inbox to OWNER?](https://knowledge.owner.app/en/connect-inbox?hsLang=en).

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