For Board Members
Requests
The Requests section is where you see, manage, and respond to everything residents submit. Here's how to navigate it effectively.
The Requests List
Click Requests in the sidebar to open your inbox. Every request submitted to your HOA is listed on the left, and the full conversation opens on the right when you select one. Each row in the list shows:
- Resident — who submitted it, with the time of the latest activity
- Title and a one-line preview of the most recent message
- Category, Status, and who it's assigned to (or an amber Unassigned tag)
- A blue dot and bold text on any request with new activity you haven't opened yet
- A star you can click to flag a request — your stars are personal to you
Click any request to open the conversation on the right. Opening it marks it as read.
Searching & Filtering
Use the search bar at the top of the list to find requests by title or resident name — results update in real time as you type. Two filter chips below it narrow the list further:
- View — All, Unassigned, Assigned to me, or Starred
- Status — Open, In Progress, or Resolved (select multiple at once)
The chips combine with search, so you can quickly land on, say, your Assigned to me + Open requests.
Working on a Request
When you select a request, it opens in the reading pane on the right. The top shows the title, an editable status, the category, and a strip with the resident, who it's assigned to, and when it was opened. Below that is the full conversation — every reply, internal note, and attachment — and at the bottom is the reply composer. A Mark resolved button sits in the toolbar above the title for one-click resolving.
Updating the Status
Click the status pill next to the request title and choose the next step. You can also use the Mark resolved button in the toolbar to jump straight to Resolved.
New — waiting to be picked up by the board.
Signals to the resident and your team that someone is actively working on it.
The issue has been addressed. The resident receives an email notification automatically. If the resident replies after a request is resolved, it automatically reopens to Open.
You can move a request back to an earlier status if needed — for example, from Resolved back to In Progress if new information comes in.
Assigning a Request
Use the Assigned tocontrol in the reading pane's details strip to assign a request to yourself or another board member. The person assigned will receive an email notification. Only board members can be assigned — residents cannot be assignees.
Assigning a request also makes it appear in that person's My Queue on the dashboard, so nothing falls through the cracks.
Public Replies vs. Internal Notes
The reply box at the bottom of every request gives you two options:
Public Reply
Visible to the resident who submitted the request. Use this to share updates, ask clarifying questions, or let them know the issue has been addressed. The resident receives an email notification when you post a public reply.
🔒 Internal Note
Only visible to board members — never shown to residents. Use internal notes to coordinate with your team, document decisions, log vendor conversations, or share anything that shouldn't be public. Switch the composer to the Internal note tab before sending to make a comment an internal note.