Create and coordinate incident tickets

This guide is for administrators, managers, and front desk staff coordinating the complete ticket lifecycle. Use a ticket for an incident, request, or task that needs an owner, priority, context, and follow-up. Do not use it to replace a reservation, cleaning task, or conversation that already exists.

Requirements and access limits#

• The plan must include Tickets.
• Creating requires Create ticket; changing assignment or ticket content requires Update ticket.
• Reporting access is not management access: a property owner or cleaning employee may create and comment on an authorized ticket without being able to reassign it, edit it, or close its lifecycle.
• An external maintenance provider can view and change the status of authorized tickets, but does not gain access to every team ticket.
• Managed property owners cannot see Systems & integrations; external providers see only Guest Support and Maintenance.

If a category or assignee is absent, do not choose a false substitute. That person's role, position, or active status does not meet the assignment criteria.

Create a ticket with enough context#

1. Open Tickets and select Create.
2. Enter a Subject that identifies the issue and a Description covering the facts, impact, and next decision required.
3. Choose Category: Guest Support, Systems & integrations, Listings, or Maintenance.
4. Set Priority to Low, Normal, High, or Urgent. Reserve Urgent for work that genuinely needs immediate action.
5. Leave Status as Open, unless your role offers another state and it reflects reality.
6. Select Assigned to. Holidario prioritizes operational positions related to the category while keeping account-level managers available.
7. Add a future Due Date where there is a concrete commitment.
8. Except for Systems & integrations, link between one and 25 related objects: use a reservation for a stay-specific issue or a rental operation for a general property problem.
9. Save once and open the new ticket.

The same object cannot be linked twice. Due dates cannot be in the past, and the description is limited to 5,000 characters.

Verify creation#

On Ticket Details, verify:

• subject, category, priority, status, and due date;
• creator and assignee;
• the correct reservation or operation;
• a Chat tab with the creator and assignee as participants.

Creation prepares a conversation and may send alerts. If a notification is delayed, do not duplicate the ticket; search by subject, related object, and date first.

Manage the work#

1. Use Category, Priority, Status, Assigned to Me, and Overdue Tickets to find pending work.
2. Select Assign to Me only when you are taking ownership.
3. Add participants only when they need to act or follow the decision.
4. Record progress and relevant files in Chat, then confirm that they appear in the correct conversation.
5. Keep related objects aligned with the actual scope.
6. Move the ticket to In Progress when someone is acting.
7. Mark it Resolved when work is done but may still require verification.
8. Mark it Closed when no action remains. Chat is disabled for resolved and closed tickets.

If the issue returns, select Reopen Ticket and explain why before continuing.

Failures, denials, and recovery#

• No assignee is available: check for an active member with a matching operational position or an appropriate administrator/manager role.
• The reservation or operation is missing: confirm team, authorization, and object type; do not put sensitive details in an unrelated ticket to bypass the selector.
• Status cannot be changed: you need update access or the limited status permission, plus authorization for that ticket.
• A message or file fails: preserve the content, reload, and retry once; do not close the ticket as a substitute for delivery.
• The provider cannot see the ticket: verify the assignee, linked provider profile, and authorization; team membership does not expose every ticket.
• An update fails: reload before repeating it so that a recent assignment is not overwritten.

Escalate an emergency through the agency's agreed operational channel as well as recording it. A ticket documents and coordinates work; it does not guarantee that someone saw an emergency in real time.

Expected result#

The ticket has one accountable assignee, verifiable context, a traceable conversation, and a status matching reality. It is closed only after the result is checked or an accountable person accepts it.