Introduction:
Managing maintenance requests doesn't have to be complicated. With Pinnacle's intelligent Work Request and Ticket Management System, organisations can streamline how maintenance issues are reported, tracked, and resolved—whether from staff, tenants, or the public.
Our flexible platform includes a fully branded work request portal, secure login options, and QR code-enabled access, making it easy for anyone to log requests quickly and accurately. From the moment a request is submitted, Pinnacle ensures it's routed through the right workflow, helping you stay on top of every job from submission to completion.
Work Requests / Ticket Management FAQs
Q1. What is a Work Request?
A Work Request is a ticket submitted by a user, client, tenant, or staff member to report an issue, request maintenance, or suggest a service. It serves as the first step in your maintenance workflow before a job is assessed and actioned.
Q2. Who can submit Work Requests?
Work Requests can be submitted by:
- Internal staff and maintenance teams
- External clients, tenants, or contractors
- The public (optional guest portal access)
You can control access levels and permissions based on user roles or portal setup.
Q3. Do you offer a Work Request Portal for clients or tenants?
Yes, we provide a dedicated Work Request Portal that can be branded for your organisation or facility. It allows clients, tenants, and other external users to log requests without needing full system access.
Q4. Can the Work Request Portal be accessed via a QR code?
Absolutely. We offer QR code-based access to the Work Request Portal. You can:
- Place QR codes on equipment, rooms, or common areas
- Scan to open the portal and log a request
- Automatically link the request to the correct asset or location
- Support guest access without login (optional)
Q5. Can Work Requests be logged in using a secure login?
Yes. In addition to guest access, registered users can log in securely to submit requests, track progress, view past tickets, and receive updates.
Q6. What happens after a Work Request is submitted?
Once a request is submitted, it goes through your approval or review workflow. From there, it can be:
- Approved and converted into a Work Order
- Flagged for quoting
- Escalated or assigned to a team member
You can set automatic rules for approvals, categorisation, or assignment based on the request type.
Q7. Can I convert a Work Request into a Quote or Work Order?
Yes, Work Requests can be easily converted into:
- Work Orders for direct action
- Quotes if the job requires costing or contractor pricing
- Tasks or inspections if follow-up actions are needed
Q8. Can I customise the Work Request form fields?
Yes, the Work Request forms are fully customisable. You can configure fields like:
- Request Type
- Priority level
- Asset or location
- File or photo attachments
- Custom instructions or safety notes
Q9. Can users track the status of their Work Requests?
Yes, users can receive email updates or log into the portal to check request status, comments, job progress, and completion notifications.
Q10. Are Work Requests linked to Assets or Locations?
Yes, each request can be tagged to a specific asset, location, room, or facility. If QR codes are used, these links are automatically created during submission.
Q11. Can I run reports on submitted Work Requests?
Definitely. You can generate reports by request type, location, priority, resolution time, or user to identify trends and improve service levels.
Q12. Can contractors or vendors submit or respond to Work Requests?
Yes, contractors can be given limited access to receive, update, or complete assigned work orders that originate from work requests. You can also allow them to upload compliance documents or attach quotes.
Pinnacle transforms how you manage maintenance communication across your organisation. With powerful features like customisable request forms, asset-linked QR code portals, and seamless conversion to quotes or work orders, you gain complete control over your ticket lifecycle. Whether you're managing a single site or multiple facilities, Pinnacle helps you respond faster, work smarter, and deliver better service—every time.
