Report a Problem

One request, both sides

Photo and a note become a ticket the tech can work.

Not a chatbot. Not a black-box dispatch. An AI model suggests the category, the resident confirms it, and a person reviews it. Diagnostics Assist rides on the staff ticket — assistive, a person still decides.

01

Photo + a short note

Preferred path. Photo optional. “What's going on?” is enough to start.

02

Resident confirms

Up to two suggestion chips. Category, more specific, which asset, priority — they pick, or skip.

03

A real ticket

Same work order the team already runs. Classic form still files the same way.

04

Tech brief

Staff-only Diagnostics Assist: before you start, most likely, skill floor, check first, what to bring.

The door

Preferred path. Classic form still right there.

When the module is on, the resident portal shows both doors. Photo + a short note is marked preferred. Pick category & fill in the details stays equally available — no training required, no dead end if they just want the form they already know.

Report a Problem — Photo + a short note — preferred path.
Classic form — Pick category & fill in the details.
The classic resident portal is on every plan. This door is the opt-in module.

Report a Problem

Photo + a short note — preferred path

Classic form

Pick category & fill in the details

Hard stop

If it might be an emergency, the app stops.

Keyword rail, bilingual. 911 first. Property emergency line second. It does not file a routine ticket for that message — because “maintenance notified” is the wrong sentence when someone needs a fire truck.

Call now · Llame ahora — 911 is the first action.
Property emergency line under it when the property has one.
After they are safe: file a normal request from My Tickets.

This may be an emergency · Esto puede ser una emergencia

Stop and get to safety first

Deténgase y póngase a salvo primero

Based on what you described, this could be dangerous. Do not wait for maintenance. Call for help now.

Según lo que describió, esto podría ser peligroso. No espere a mantenimiento — llame para pedir ayuda ahora.

Call now · Llame ahora

911

Property emergency line · Línea de emergencia · (410) 555-0199

Leave the area if it is unsafe. · Salga del área si no es seguro.
Do not use elevators if there is smoke or fire. · No use elevadores si hay humo o fuego.
Call for help before using any app. · Llame para pedir ayuda antes de usar cualquier aplicación.

We did not file a routine request for this message. After you are safe, you can file a normal maintenance request from My Tickets.

No registramos una solicitud de rutina por este mensaje. Cuando esté a salvo, puede enviar una solicitud normal desde Mis solicitudes.

Staff only

Diagnostics Assist on the ticket, not in the resident's pocket.

The card header is Diagnostics Assist, marked Assistive · a person still decides. Safety comes first, then the most likely cause, the skill floor, what to check first, and what to bring. This example uses FixGrid's under-sink leak field guide — the cause text is written by a maintenance expert, word for word.

Before you start — isolate pressurized spray before hands on anything.
Most likely — co-equal: a failed fixture, or the drain assembly knocked loose.
Skill floor · tech — they know if the job is theirs before the path.
What to bring — catalog chips when you stock it; hints only when you don't.

Diagnostics Assist Assistive · a person still decides · field guide

Before you start

If the water is hot and under pressure, or a supply line is spraying rather than dripping, stop and isolate it before you put hands on anything.

If the angle stop will not close, has no handle, or breaks in your hand, the fixture cannot be isolated. That means shutting down the riser or the main, if the valve starts to flow water, shut off the main. Notify manager for any of these situations.

Most likely proposal

A failed fixture
The drain assembly has been knocked loose

Skill floor

tech

Check first suggested order

1
Dry up all the water first, then run nothing and watch for new water. Anything that appears now is on the pressurized side — the supply or the valves.
2
If water is appearing with nothing running but you cannot find a leak, look at whether it is condensation.
3
Put the stopper in, fill the sink, and check underneath. That tests the faucet and the drain seal under a static load.
4
Pull the stopper and watch the drain assembly as it empties. That tests the drain assembly under flow.

The full card continues: rim seal, dishwasher hose / knockout, contents under the sink, then notify if decking is soft or stained.

What to bring hints only

drain assembly supply lines kitchen sink strainer vanity pop-up plumber's putty Teflon tape

Worth telling the resident

Do not use the word mold with the resident, even if they use it first. Describe what you can actually see — staining, damp, soft decking — and report that. Your manager will handle it from there.

If the water has caused significant damage, stop and notify your manager.

Proposal only. Confirm on site. A person still decides.

What it is not

Honest about the edges.

Trust

A person reviews every request

The resident sees that promise on the describe screen, the review screen, and the receipt. Fast filing is not a same-day repair promise.

AI, reviewed

Its own module

An AI model suggests the category and helps prepare the staff brief; the resident confirms the details and a person reviews every request. Separate from Grid Zenith — it works with or without it.

Opt-in

Default off

The classic resident portal is on every plan. Report a Problem is an opt-in module — ask us to turn it on.

Tier: Classic resident portal — every plan. Report a Problem / Diagnostics Assist — opt-in module, not part of the Starter or Professional plans; ask us to turn it on. See pricing for what each plan includes.

FAQ

Straight answers on Report a Problem

What is Report a Problem?

The resident-facing intake: a photo plus a short note, an optional clarifying question, then “Does this look right?” The resident confirms the title, category, more specific type, an optional asset, priority, and Call First / Entry OK. Send request files a real maintenance ticket, and a person on the team reviews every one.

What is Diagnostics Assist?

The staff card on that ticket. Header “Diagnostics Assist,” marked “Assistive · a person still decides.” Before you start, the most likely cause, the skill floor, what to check first, and what to bring. Residents never see this card.

Does this replace the classic resident form?

No. Residents get two doors: Report a Problem and the Classic form (pick a category and fill in the details). Request Maintenance is also on the describe step for anyone who prefers the classic form.

What happens if they describe an emergency?

A bilingual hard stop: call 911 first, the property's emergency line second. No routine request is filed for that message. Once they are safe, they can file a normal request from My Tickets.

Is Report a Problem on every plan?

No. Report a Problem is an opt-in module, off by default — ask us to turn it on. The classic resident portal is on every plan.

A photo and a short note.
The tech shows up prepared.