Plex owners
You run your buildings around a full-time job. The six-in-the-morning call is answered, triaged and sent to your usual plumber; you read the summary when you can, and the spending decision waits for you.
Maintenance and vendors
From the maintenance ticket to proof of completion: the issue is tracked from the first call to the message telling the resident it is fixed.
7 days, 20 answered calls, no card
The task it takes over
A water leak picks no hour. The tenant calls, reaches voicemail, calls back, then writes to the owner. Meanwhile the floor swells, and the duty to repair within a reasonable time is already running. That is the trade itself: round-the-clock availability is not a service upgrade here, it is how the work is shaped.
The Real estate base identifies the caller, the building and the unit, opens a request with an owner and a status, and escalates priority situations by your own procedure. This add-on picks up after that. It carries the ticket to its close: it takes in the photo and the description, it dispatches an approved vendor, it records work as completed, it tells the resident.
Between the call and the invoice sits one decision that belongs to you: approving the spend. A cap you set on a mandate applies on its own; above it, the add-on asks you, records your answer and its timestamp, and waits. Nobody is dispatched before that.
Step by step
- Receive
The incident, with enough to act on
Building, unit, and who is calling — tenant, co-owner, board member, vendor. A description of the problem, a photo if one can be taken, and the windows when a technician can get into the unit.
- Triage
A building emergency does not queue
Running water, no heat in cold weather, a power failure across the building, a stuck elevator: on-call maintenance is dispatched right away. Where people are in danger — gas, smoke, someone trapped — the instruction is to dial 911 first. No technical instruction is given to a caller.
- Approve
Spending goes through you
Under a mandate cap, an approved vendor is dispatched and you are told. Above it, the request reaches you with the cost the vendor quoted, and your decision is written to the file with its timestamp.
- Close
Proof first, then word to the resident
Completed work is recorded with whatever proof the vendor supplies. The resident gets confirmation. The ticket changes status, so a caller asking a week later where things stand finds an answer on file.
An add-on, not a base capability
The Real estate base attaches a request to the right property and the right owner. It does not coordinate a vendor and does not close a ticket. This add-on is chosen on purpose and drops out without touching anything else: identifying a tenant or an owner stays inside the base.
Turnover cleaning between stays runs on the same mechanism once the short-stay role is on. One thing stays outside: taking money. A deposit request or a merchant payment belongs to the deposits and payments module, which is added separately.
What this changes for your business
Managing for third parties
Every mandate has its cap and its approver. A request is tied to the unit, to the owner who signed the mandate, and to that mandate, so the owner report says what was approved, by whom, and at what time.
Condo and strata
Common element or private portion, a request is filed without anyone ruling on legal responsibility. The board keeps its approval power, and a decision log follows along.
Commercial property
The occupying business, the site and an authorized contact are identified first. Operational impact and access hours are qualified before a technician drives out, and cost lands on the right account.
Short-term rentals
Between stays, cleaning and maintenance run on one queue. A change is confirmed in the booking system before it is announced to a traveller.
What it receives
- The resident call or message, with building and unit identified
- A photo and a description of the incident, and windows for access to the unit
- Your list of approved vendors and the on-call rotation
- The spending cap set on that mandate and the name of its approver
What it produces
- A maintenance ticket tied to the unit, with an owner and a status
- A vendor dispatched by rule, or an approval request waiting for you
- Work recorded as completed, with proof on file
- Confirmation to the resident, and a line in the report to the owner who signed the mandate
You approve spending above the cap, and you choose who gets dispatched. Your receptionist gives no technical instruction and promises no arrival time: it says the request has been passed on, then proves it afterwards.
What is metered, and what comes from elsewhere
The add-on carries its own monthly allowance, separate from the calls in the base.
- Coordinated work requests per month, reset at each period
- Simple attachments that ride along with an incident — one photo, a short description; this add-on opens no document page allowance
- Properties and units on file are not metered by headcount in the base
- Calls stay metered on the base, separately from this add-on
Third-party costs stay separate: what a vendor bills you for the work itself, and merchant collection of a deposit, which belongs to another module and to its payment provider.
With property management software
The status shown is technical qualification, as the software register establishes it. With nothing connected, the ticket lives in Zenvox and nothing is blocked.
- No connected softwareZenvox native modeThe ticket, its attachments, the approval and the proof of closure stay in Zenvox, readable from the app.Work without connected software
- BuildiumTo qualifyAccount-credential access is documented; writing a work request at the level of individual endpoints still has to be proven.Buildium
- Hopem, Proprio Expert and local systemsTo qualifyWidely used software here whose access contract is not established: a reference from another vendor proves nothing for them.HopemProprio Expert
- HostawayTo qualifyUseful for turnover cleaning. Rights on an outside booking channel cannot be inferred from direct-booking rights.Hostaway
Questions about this add-on
Can a vendor be dispatched without my approval?
Under the cap you set on the mandate, an approved vendor is dispatched and you are told. Above it, the request reaches you with the cost the vendor quoted, your answer is written to the file with its timestamp, and nobody is dispatched before that.
Does it promise the tenant an arrival time?
No. Your receptionist says the request has been passed on, then proves it: completed work is recorded with whatever proof the vendor supplies, and the resident gets confirmation. It gives no technical instruction.
A smell of gas, or somebody trapped — what does it do?
Where people are in danger — gas, smoke, someone trapped — the instruction is to dial 911 first. Building emergencies — running water, no heat in cold weather, a power failure across the building, a stuck elevator — dispatch on-call maintenance right away.
The tenant calls back a week later. Is there an answer?
Yes. The ticket carries an owner and a status, completed work is recorded on it with its proof, and the report to the owner who signed the mandate says what was approved, by whom, and at what time.
Does it collect a deposit or an invoice?
No. A deposit request or a merchant payment belongs to the deposits and payments module, which is added separately. What a vendor bills you for the work itself stays between you and them.
Where to next
Go back to your situation, or see how the add-on sits beside your base.
Maintenance and vendors