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Close a Request

When a maintenance issue has been resolved, close the request to move it out of your active queue. Closing a request notifies the resident that the issue is considered resolved.

What you'll need
  • A Propty account with Property Manager, Property Admin, or Team Member access
  • An open request (status: New, In Progress, or Pending)

Steps​

1. Open the request​

From the Requests page, click on the request you want to close.

Request detail page

2. Change the status to Closed​

In the sidebar on the right, find the Status dropdown (under the Status & Priority section). Click on it and select Closed.

Status dropdown with Closed selected

3. Confirm the status change​

The status will update immediately. A success message will confirm the change. The resident will be notified that their request has been closed.

What happens when you close a request​

  • The request status changes to Closed
  • The resident receives a notification that the issue is resolved
  • The reply section is disabled — no new messages can be added
  • The sidebar fields (priority, assignment, settings) become read-only
  • The request remains visible in the request list with a "Closed" status for your records

Reopening a closed request​

If the resident reports the issue is not actually resolved, you can reopen the request:

  1. Open the closed request
  2. Change the Status dropdown back to In Progress (or New / Pending as appropriate)
  3. The reply section and sidebar controls will become active again

Auto-close behavior​

If you have auto-close enabled in Request Settings, requests will be automatically closed after a period of inactivity:

  1. After the warning period (default: 7 days of no activity), the resident receives a warning notification
  2. If the resident does not respond within the grace period (default: 3 days), the request is automatically closed
  3. You can disable auto-close for individual requests using the toggle in the request sidebar

Troubleshooting​

The resident says the issue is not resolved​

  • Reopen the request by changing the status back to In Progress.
  • Add a message asking the resident for more details about the remaining issue.

I accidentally closed a request​

  • Simply reopen it by changing the status to In Progress or New.

Closed requests are cluttering my list​

  • Use the Status filter on the Requests page to hide closed requests. Select only New, In Progress, and Pending to see your active queue.