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Communicate About Your Request

After submitting a maintenance request, you can exchange messages with your property manager directly from the request detail page. Use messages to provide updates, ask questions, or share additional photos.

What You'll Need​

  • A Propty resident account with access to the portal
  • An existing maintenance request that is not closed

Steps​

1. Open Your Request​

From the portal sidebar, click Requests. Then click on the request you want to communicate about.

Request detail page with activity timeline

2. View the Activity Timeline​

The request detail page shows an Activity section with a timeline of all messages and status changes. You can see:

  • Messages from your property manager
  • Your own previous messages
  • Status updates (e.g., "Status changed to In Progress")
  • Assignment changes

3. Write Your Message​

At the bottom of the activity section, you will see a text area where you can type your message.

Message composer

Type your message in the text field. Be specific — include any new details, photos, or questions that will help your property manager resolve the issue.

4. Send the Message​

Click the Send button to submit your message. Your property manager will be notified.

Message sent confirmation

Tips for effective communication​

  • Be specific — describe exactly what has changed or what additional information you have
  • Include timing — let the manager know when you are available for maintenance access
  • Attach photos — if the issue has worsened, a photo helps the team understand the current state
  • Check for updates — your property manager may reply with scheduling details or follow-up questions

Troubleshooting​

I can't send a message​

  • The request may be Closed. Closed requests do not accept new messages. Contact your property manager if you need to reopen the request.

I don't see a reply from my property manager​

  • Your property manager may not have responded yet. You will receive a notification when they reply.
  • Some messages may be marked as "internal" by the property manager and are not visible to residents.

Can I delete a message I sent?​

  • Messages cannot be deleted once sent. If you sent something in error, add a follow-up message explaining the correction.