---
title: Tickets
description: A ticket in OWNER bundles all communication on one topic. Read how tickets are created, which statuses there are and how to close them.
---

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October 20, 2026

# Tickets

## Keep all communication and follow-up on one topic together in a ticket.

A ticket is a file that brings together all communication and follow-up on one topic, such as an issue reported by a tenant. This helps you keep track and work together with your team to handle it.

**In this article**

1. [How is a ticket created?](https://knowledge.owner.app/en/tickets#hoe-ontstaat)
2. [Statuses](https://knowledge.owner.app/en/tickets#statussen)
3. [Working with a ticket](https://knowledge.owner.app/en/tickets#werken-met-tickets)

## How is a ticket created?

- **From a received email.** When an email arrives in your connected inbox, OWNER turns it into a ticket. Read [How do I connect my inbox to OWNER?](https://knowledge.owner.app/en/connect-inbox?hsLang=en).
- **Manually.** Go to **Tickets**, click **New** and start the communication yourself, for example after a phone call.
- **By a tenant.** A tenant who has access to their rental contract can create a ticket via their account ([sharing a rental contract](https://knowledge.owner.app/en/share-rental-contract-with-tenant?hsLang=en)).
- **Via a response to a placement.** When someone responds to a placement, it comes in as a ticket, linked to the unit.

At the moment, a ticket works with the email channel.

![Overview of tickets in OWNER](https://knowledge.owner.app/hs-fs/hubfs/Kennisbank/tickets-overzicht_en.png?width=800&name=tickets-overzicht_en.png)

Under Tickets, you see at a glance which tickets are waiting on you or on your contact.

## Statuses

| Status | Meaning |
| --- | --- |
| **New** | The ticket has just come in or been created. |
| **Waiting for contact** | You responded last; you're waiting for a response from your contact. |
| **Waiting for us** | Your contact has responded; the next action is up to you or your team. |
| **Closed** | The ticket has been handled. |

OWNER automatically sets the status to Waiting for contact or Waiting for us, based on incoming and outgoing messages. Only closing is something you do yourself: open the ticket and close it when everything has been handled.

## Working with a ticket

- Link the ticket to the person, unit or installation it's about.
- Add notes, files and tasks so your team knows what's going on.
- Does a service provider (contractor) need to fix something? Create a work order directly from the ticket. Read [Handling service requests](https://knowledge.owner.app/en/handling-service-requests?hsLang=en).

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Contact support:

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