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Mobile app – service request management (Juniper)

Service request management in the Juniper mobile app lets service providers, real‑estate developers, and vendors review and action warranty and walkthrough tickets while onsite. Changes sync instantly to the Juniper web app and are visible to homeowners through the homeowner portal.

Roles & Access

Role What they can see Key Actions
Property Developer

All requests across assigned properties

Full management
Service Provider Tickets assigned to them

Update status, add notes, schedule work
Service Manager

All requests across assigned properties

 Limited management

 

Note: The Service Provider filter is hidden for users in the Service provider role because they already see only their own tickets.

 

Default View

When you open Service Requests you see all open tickets for your role, ordered by newest first. Closed or resolved tickets are hidden until you turn on the Closed filter.


Each ticket card shows:

  • Unit number and area/room

  • Property name

  • Homeowner name

  • Current status badge

  • Calendar icon if an appointment is scheduled

  • Paper‑clip icon if photos are attached

  • Filled cloud icon if the ticket is cached for offline use

  • Yellow Awaiting Upload indicator if local changes have not yet synced

How to Sort Tickets

  1. Tap Sort.

  2. Choose Created date (default), Scheduled date, Description, or Status.

  3. Select ascending ▲ or descending ▼ order.

How to Filter Tickets

Tap Filters to combine any of the following filters:

Filter Description
Available offline Tickets cached to your device
Closed Display resolved/closed tickets
Date created Ticket submission range
Date scheduled Appointment range
Property The property the ticket was created in
Suite The suite the ticket was created for; choose after selecting a property
Service provider The service provider the ticket is assigned to; hidden for Service Provider and Vendor roles
Status One or more ticket status values
Type Walkthrough or Warranty
Area The affected area, e.g. kitchen, living room, etc
Item The specific inventory item the ticket refers to

 

Note: Filters reset when you quit the app.

 

How to Search Tickets

Use the search bar to look up keywords across homeowner name, unit, ticket number, description, area, item, type, status, and property. Enter at least three characters; fuzzy matching handles partial terms.

 

Ticket detail view

Open a ticket to see:

  • Property name, unit, and ticket number

  • Submission date/time and any scheduled appointment

  • Homeowner name and profile photo

  • Current status

  • Sections for Activity, Messages, Notes, and Attachments

 

How to edit the ticket description

Tap the description to open the edit modal, update the text, and save.

 

How to contact the homeowner

  • Call – launches your phone dialler.

  • Text – opens your SMS app.

Note: For an auditable record, send in‑app Messages instead; Juniper emails the homeowner and logs the thread for your whole team.

 

How to send a message

  1. Tap Messages.

  2. Tap Compose.

  3. Write your message.

  4. Tap Send.

Messages sync in real‑time to the web app and homeowner portal.

 

How to add notes

  1. Tap Notes.

  2. Add your desired note text

  3. Choose whether the note should be Internal or Visible to Homeowner.

  4. (Optional) Attach photos.

  5. Click Save

 

How to add or markup photos

  1. Tap Attachments → Add.

  2. Choose Take photo or Choose from gallery.

  3. (Optional) Tap the markup tool to draw on the image.

  4. Click Save.


Photos stream from the server and need a connection to view. You can add new photos offline; they upload automatically once you reconnect.

 

How to change status

  1. Tap the Status dropdown.

  2. Select the appropriate status (options reflect your role and account settings).

Common Statuses
Status When to use it
In Progress Technician is actively working
On Hold Waiting on parts or other blocker
Under Review Assessing the request before action
Resolved Work complete (moves ticket off default list
Approved Completed work has been accepted

 

How to save changes

Tap Save in the top‑right corner. The button turns blue when unsaved edits exist. If you try to leave with unsaved work, the app warns you first.

 

Offline mode

The app is built for low‑connectivity environments.

  • Tickets cached to your device, marked with a filled cloud, are fully accessible offline.

  • Changes made offline sync automatically once you reconnect.

  • Photos aren’t cached for viewing, but you can attach new photos offline.

 

How to cache tickets manually

  1. Tap Select.

  2. Choose up to 10 tickets.

  3. Tap Download.

To remove cached tickets, use Select and tap Remove.


Auto‑sync

Juniper uploads pending changes and refreshes data whenever a connection is available. Pull down on the ticket list to force a refresh. Tickets waiting to upload appear with a yellow background and Awaiting Upload.

Need help?

Email juniper‑support@spark.re and our team will be happy to assist.