Time required: Approximately 12-15 minutes reading time
Prerequisites:
Access to Captured Knowledge
Understanding of Quick Start Guide
Expected results: After reading this example, you will understand the complete flow of handling a maintenance case from first email to resolution, including all the touchpoints with tenant communication, ERP tickets, and work orders.
You've read the documentation and understand the concepts. But when a real tenant email arrives at 9 AM with "URGENT" in the subject, you're not sure where to start. What happens first? How do each of the pieces connect?
This example shows you exactly what happens. We follow a single maintenance request from the moment it arrives until the tenant confirms satisfaction - so you can see how everything fits together in practice.
The Scenario: A Leaky Faucet
On Tuesday morning, Sarah Martinez (tenant, Apartment 4B, Riverside Building) reports a dripping kitchen faucet via email. She has attempted to tighten the faucet herself, but the issue persists. She contacts your property management company for assistance.
The following timeline shows the complete resolution process from initial contact to case closure.
Step 1: Email Arrives (9:15 AM)
What Happens - Sarah sends an email to [email protected]:
Subject: Urgent - Kitchen faucet leaking in Apt 4B
Hi,
The kitchen faucet in my apartment (4B, Riverside Building) has been dripping constantly for two days. I tried tightening it but it won't stop. It's wasting a lot of water and keeping me awake at night. Can someone please fix this soon?
Thanks, Sarah Martinez Apartment 4B 555-0123
Behind the Scenes - Within seconds of Sarah's email arriving:
Email ingestion service polls your email server and discovers the new message
System processes the email and extracts key information:
Property: Riverside Building, Apartment 4B
Tenant: Sarah Martinez
Issue: Plumbing/faucet problem
Urgency: "Urgent" in subject line suggests this needs prompt attention
AI analyzes the content and determines this is a maintenance request
Matching process checks if this relates to any existing cases
No active cases for Apartment 4B plumbing issues
Decision: Create a new case
Result: Case #1234 is automatically created with status: Unread
Step 2: You Discover the Case (9:30 AM)
What You Do - You arrive at your desk, open Captured Knowledge, and see a notification: 1 new case.
Your actions:
Click on "Cases" in the navigation
See Case #1234 in the list: "Urgent - Kitchen faucet leaking in Apt 4B"
Click on the case to open it
Review the details:
Property: Riverside Building, Apartment 4B
Tenant: Sarah Martinez
Email is already linked to the case
Status: Unread
What You Learn - The case overview shows you everything at a glance:
Sarah's original email with full details
Property information (Apartment 4B, Riverside Building)
Contact information for Sarah
Workflow the AI has drafted for you
Your First Decision - This looks legitimate and urgent. The status automatically changes from Unread to Open when you view the case.
Status: Unread → Open
Step 3: Review Workflow (9:35 AM)
What You See - The AI has already drafted a Workflow for you:
Link Email - Link Sarah's email (Status: Suggested)
Send Email - Acknowledge receipt to Sarah (Status: Draft)
Create ERP Ticket - Document in property management system (Status: Draft)
Create Work Order - Assign plumber to fix faucet (Status: Draft)
Send Email - Notify Sarah when repair is scheduled (Status: Draft)
What You Do:
Action 1: Link the email
The "Link Email" action shows a preview of Sarah's message
You verify it's the right email
Click "Link to case"
✓ Email is now officially part of Case #1234
Action 2: Review the acknowledgment email
The AI has drafted an email to Sarah:
To: Sarah Martinez ([email protected])
Subject: Re: Urgent - Kitchen faucet leaking in Apt 4B
Message: "Dear Sarah, Thank you for reporting the leaking faucet in Apartment 4B. We have received your request and are working on scheduling a plumber to resolve this issue. We will update you shortly with the repair appointment time. Thank you for your patience."
This looks good, but you want to personalize it slightly:
Edit the message to add: "We understand this is urgent and will prioritize this repair."
Click "Send Email"
✓ Email sent to Sarah (9:37 AM)
What Sarah receives - A few seconds later, Sarah gets your acknowledgment email. She appreciates the quick response and knows her complaint is being handled.
Status Update - You change the case to In Progress since you're actively working on it.
Status: Open → In Progress
Step 4: Create ERP Ticket (9:40 AM)
What You Do - Now you need to document this in your property management system (ERP).
The AI has already drafted a "Create ERP Ticket" action in your Workflow. This action will create a new ticket in your ERP system and automatically link it to the case.
In the Workflow panel, find the "Create ERP Ticket" action
Click on it to open the form
Fill in the details:
ERP Ticket Form:
Title: "Leaking kitchen faucet repair - Apt 4B"
Description: "Tenant reports kitchen faucet has been dripping constantly for 2 days. Tenant attempted to tighten but issue persists. Urgent repair needed."
Template: Select "Plumbing Maintenance" (auto-assigns to facilities team)
Status: Open
Priority: High (because it's marked urgent and affects tenant comfort)
Reporter: Sarah Martinez (automatically suggested from case)
Building: Riverside Building, Apartment 4B (import from case)
Click "Create ticket"
What Happens:
ERP ticket TKT-5678 is created in your property management system
The ticket is automatically linked to Case #1234
Case now shows "ERP Ticket: TKT-5678" in the overview
The ticket appears in the ERP Ticket tab (where you can view details or unlink if needed)
Why This Matters - The ERP ticket is now the official record in your property management system. Any updates to it will sync with Captured Knowledge, and vice versa. Plus, you need the ERP ticket before you can create work orders.
Note about the ERP Ticket tab: The ERP Ticket tab is for viewing the linked ticket and can also be used to link pre-existing ERP tickets to a case. In this workflow, the ticket was created through the Workflow action and automatically linked, so it now appears in the ERP Ticket tab.
Result:
ERP Ticket TKT-5678 created
Automatically linked to Case #1234
Visible in ERP system
For more details on ERP tickets, see the ERP Tickets article.
Step 5: Contact Service Provider (9:45 AM)
What You Do - Before creating the work order, you want to check with your preferred plumber about availability.
You make a phone call to contact:
Quality Plumbing Services (your go-to plumber for Riverside Building)
Ask about availability for same-day or next-day repair
Phone call: The plumber can come tomorrow (Wednesday) at 2:00 PM.
The appointment is confirmed. Now you can create the work order and notify Sarah.
For information on logging phone calls, see the Phone Call Actions article.
Step 6: Create Work Order (9:50 AM)
What You Do:
Go to Work Orders tab in the case
Click "Create Work Order" action from suggested workflow
Fill in the work order form:
Work Order Form:
Title: "Repair leaking kitchen faucet"
Description: "Replace worn washers and seals in kitchen faucet to stop constant dripping. Tenant reports 2+ days of continuous leak. Check for any additional plumbing issues while on-site."
Trade: Plumbing
Work Order Type: Routine Maintenance
Service Provider:
Look at smart grouping:
"Previously Used" group shows "Quality Plumbing Services" (worked in Riverside Building before)
Select "Quality Plumbing Services"
Booking Text: "Please call tenant at 555-0123 before arrival. Apartment 4B, second floor, east wing."
Cost Estimate: €120 (based on typical faucet repair)
Buildings/Properties: Import from case (Riverside Building, Apt 4B)
Click "Create work order"
What Happens:
Work Order WO-9012 is created in the ERP system
It's automatically linked to ERP Ticket TKT-5678
It's linked to Case #1234
Work order appears in the Work Orders tab
Service provider receives notification (depending on your ERP configuration)
For detailed information on work orders, see the Work Orders article.
Step 7: Notify Sarah About the Appointment (9:55 AM)
What You Do - Sarah needs to know when the plumber is coming.
Use the suggested "Send Email" action or create a new one
Compose the update:
Email to Sarah:
To: Sarah Martinez
Subject: Re: Urgent - Kitchen faucet leaking in Apt 4B - Repair Scheduled
Message:
Hi Sarah,
We've scheduled a plumber to repair your kitchen faucet.
Appointment Details:
Date: Wednesday, [tomorrow's date]
Time: 2:00 PM
Service Provider: Quality Plumbing Services
The plumber will call you at 555-0123 about 15 minutes before arrival. The repair should take approximately 30-45 minutes.
If this time doesn't work for you, please let us know as soon as possible so we can reschedule.
Thank you for your patience.
Best regards, Property Management Team
Click "Send Email"
✓ Email sent (9:56 AM)
What Sarah Gets - Sarah receives your email and feels relieved. She knows exactly when to expect the plumber, and she can plan her day accordingly. The communication is clear and professional.
For more on composing emails, see the Email Actions article.
Result:
Email sent to tenant (9:56 AM)
Tenant informed about appointment
Confirmation received
Step 8: Track Progress (Wednesday, 2:00 PM)
What Happens - The next day, the plumber arrives at Apartment 4B:
2:00 PM - Plumber calls Sarah, arrives at apartment 2:15 PM - Diagnoses issue: worn washer in faucet handle 2:30 PM - Replaces washer and seals, tests faucet 2:45 PM - Confirms repair complete, no more dripping 2:50 PM - Sarah verifies faucet is fixed 3:00 PM - Plumber completes work order in their system
What You See in Captured Knowledge - Back at your desk, you check Case #1234:
Open the case
Go to Work Orders tab
See Work Order WO-9012:
Status has updated to "Completed" (synced from ERP)
Completion timestamp: 3:00 PM
Check the Activity Timeline:
Email from Sarah (Tuesday 9:15 AM)
Acknowledgment email sent (Tuesday 9:37 AM)
ERP ticket created (Tuesday 9:40 AM)
Work order created (Tuesday 9:50 AM)
Appointment email sent (Tuesday 9:56 AM)
Work order completed (Wednesday 3:00 PM)
Everything is documented and tracked automatically.
Step 9: Confirm Completion with Sarah (Wednesday, 3:15 PM)
What You Do - Even though the work order shows complete, you want to make sure Sarah is satisfied.
Create a new email or phone call action
Send follow-up email:
Email to Sarah:
Subject: Re: Urgent - Kitchen faucet leaking in Apt 4B - Repair Complete
Message:
Hi Sarah,
Our records show that the plumber completed the faucet repair this afternoon. We wanted to follow up to make sure everything is working properly.
Is the faucet no longer dripping? Are you satisfied with the repair?
If you have any concerns or if the issue persists, please let us know immediately and we'll send the plumber back at no additional charge.
Thank you for your patience while we resolved this issue.
Best regards, Property Management Team
Click "Send Email"
Sarah's Response (Wednesday, 4:30 PM) - Sarah replies:
Hi,
Yes, the faucet is completely fixed. No more dripping. The plumber was professional and cleaned up after himself. Thank you for handling this so quickly.
Sarah
The issue is fully resolved.
Step 10: Close the Case (Wednesday, 4:35 PM)
What You Do:
Open Case #1234
Link Sarah's confirmation email to the case (Link Email action if suggested, or manual link)
Review the complete case:
✓ Original complaint documented
✓ ERP ticket created and linked
✓ Work order completed
✓ Tenant notified at every step
✓ Tenant confirms satisfaction
Change status to Resolved
Optionally add a final note: "Faucet repair completed successfully. Tenant satisfied with service. Case closed."
Final Status: In Progress → Resolved
Result:
Case marked as Resolved
Complete documentation available
Full audit trail preserved
What Gets Archived - The complete case remains in your system with a full audit trail:
All emails (complaint, acknowledgments, updates, confirmation)
ERP ticket documentation
Work order with completion details
Cost information (€120 estimate and final invoice when it arrives)
Complete timeline showing 2-day resolution
This documentation is valuable for:
Future reference if faucet issues occur again
Tenant communication history
Service provider performance tracking
Cost tracking and budgeting
Regulatory compliance and audits
Key Takeaways
You handled everything in one place:
Emails, ERP tickets, and work orders—all tracked together
Complete timeline from first contact to resolution
Status automatically changed from Unread to Open when you viewed the case
AI assisted, you controlled:
AI created the case, drafted emails, and suggested workflow steps
You reviewed, personalized, and adapted as needed
Total resolution time: ~24 hours
Communication and documentation:
Tenant received prompt acknowledgment, appointment details, and follow-up
Complete audit trail protects everyone and supports compliance
ERP integration synced data automatically—no duplicate entry
Tips for your next case:
Review the workflow before taking manual action
Communicate early and often with tenants
Link all related emails and documents to maintain complete records
Confirm tenant satisfaction before marking cases resolved
Next Steps
Now that you've seen a complete case workflow, explore:
Introduction to Captured Knowledge - Core concepts and how the system works
Quick Start Guide - Reference for daily workflows and common tasks
Work Orders - Detailed guide to creating and managing service requests
ERP Tickets - Understanding ERP ticket creation and management
Email Actions - Composing and sending emails to tenants
Phone Call Actions - Logging phone conversations
Troubleshooting Guide - Solutions for common problems
You are now prepared to handle tenant issues systematically and document them completely.