Every Site Issue Logged, Nothing Lost In A Text Thread

Anyone on site can log a problem with a photo and a location. Your team triages it, answers it or escalates it into a work order, and the person who reported it can see what happened.

194 days

average time Boston’s housing authority took to create work orders for 33 non-life-threatening health and safety deficiencies HUD inspectors found.

Source: HUD Office of Inspector General, Audit of the Boston Housing Authority, 2025-CH-1001 (2025)

Work requests arrive by text, voicemail, a photo in a group chat, and occasionally a sticky note. Each one lands with a different person, and each person handles it their own way. Two weeks later the store manager asks about the broken dock door and nobody can say whether a vendor was called, who called them, or what they quoted.

Not every report needs a vendor, either. A tripped breaker, a question about the thermostat schedule, a burned-out lamp the porter can swap. When everything goes into the same inbox, the small things clog the queue and the urgent things wait behind them. The person who reported the issue hears nothing, so they report it again, to someone else.

ClearFM gives every site one place to log issues, gives each ticket an owner and a status, and lets your team escalate a ticket into a work order when it needs real work.

Small issues get closed quickly, real problems become dispatched jobs, and the reporter can see which one theirs turned into.

What you get

Reports from anyone on site

Requester seats are unlimited on every plan, so the person who spotted the leak logs it, with a photo and a location. What reaches your team is a dated record, not a secondhand description.

Triage in one queue

Every ticket lands in one list with a property, a priority and an owner. Your team sorts the quick fixes from the jobs that need a provider without digging through texts.

Escalate to a work order

When a ticket needs real work, escalate it into a work order. The photos, notes and history come with it, so whoever does the job sees what the reporter saw.

How it works

Someone logs an issue

A requester logs the problem against their property: what’s wrong, where it is, and photos if they have them.

Your team triages it

The ticket gets an owner and a priority. Questions get answered on the ticket, so the conversation stays with the issue.

Resolve or escalate

Close it if it’s handled, or escalate it into a work order and dispatch it to staff or a provider.

The reporter sees the outcome

The requester can follow their ticket to resolution without calling the facilities line, and the record stays with the property.

Why teams run this on ClearFM

Nothing gets lost between the report and the fix

A request that exists as a text message can evaporate. A ticket can’t. Every report becomes a numbered record with a property, a reporter, an owner and a status, so ‘I thought you were handling that’ stops happening. The open list is the open list.

Small issues stop clogging the queue

Plenty of reports need an answer, not a vendor. Triage closes those quickly and keeps them out of the work order list, so the jobs that cost money get the attention.

Reporters stop reporting twice

When the store manager can see their ticket is assigned and moving, they don’t text the regional manager about it. Duplicate reports drop, and so do the calls asking for updates.

Better reports, better first visits

A photo and an exact location from the person who saw the problem beat a description passed through two people. The technician arrives knowing it’s the loading dock door, not ‘a door,’ and brings the right part.

Patterns show up by property

Tickets stay attached to the property after they close. The fourth report of the same roof leak in a year reads as a pattern rather than a surprise, which is the evidence you need for a capital repair.

You can start on the free plan

Ticketing is on Free, with two properties, one manager seat and unlimited requesters. The 14-day trial opens the full product with no card required, and when it ends the account drops to Free rather than locking you out.

Built for Real Estate & Facility Teams

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Questions people ask

Can site staff log issues without a paid seat?

Yes, and that’s the point of unlimited requester seats. Anyone you invite as a requester can log an issue, attach photos and follow its status, on any plan, at no charge. Manager seats are the ones you pay for, because those are the people triaging, dispatching and approving.

What's the difference between a ticket and a work order?

A ticket is a reported issue. A work order is a job someone is assigned to do. Many tickets get resolved without becoming work orders, like a question answered or a quick fix by on-site staff. The ones that need real work get escalated, and the work order keeps the ticket’s history.

Is ticketing included in the free plan?

Yes. Work orders and ticketing are on every plan, including Free, which covers two properties, one manager seat, unlimited requester seats and ninety days of history.

How long do closed tickets stay available?

Ninety days on Free, and with no time limit from Starter up. If you want to spot repeat problems at a property over a year or more, you’ll want Starter or above.