Portal Categories - Where to Put Tickets

Please note that there are many categories available in the portal, but not all are intended for Student Housing use. Please use discretion when selecting a category as each category is routed to a different person, team, or office.

Entrata: 

Entrata - Additional Cost Products

• Requesting new site contracts
• This category is to be used for all things Leasing Center. Leasing Center is an app within Entrata that your property has to request to have access to. Leasing Center is an after hours answering service that provides residents with any non-leasing questions that may occur after the office is closed.
• Requesting Parcel Alert
• Troubleshooting Parcel Alert

Entrata - API Integration Request

• Any request to integrate a vendor directly into Entrata (Notifii, PackageLog, Conservice, etc.)

Entrata - Application

• Troubleshooting application portion in any way
• Application Fee setup (application, administration, security deposit, etc.)

Entrata - Appointments

• Troubleshooting or setup of appointment functionality i.e. calendars, tours, accessibility of calendars

Entrata - Bulk Unit Assignments

• Any issues/questions about the BUA

Entrata - Check Scanner

• Inability to deposit a check because the amount is too high
• Request a new check scanner
• Received check scanner and now need it installed
• Issues with check scanner

Entrata - Collections

• Questions about collection agency
• Accelerated rent issues
• Issues with adding/removing someone from collections status
• Questions/changes to the policy of when accounts are sent to collections

Entrata - FMO Signature

• Requests to change the name or email on the FMO statement.

Entrata - General

• This category should only be used after all other choices have been examined. 

Entrata - Lease Term(s)

• Adding/changing/removing lease terms
• This category is not for changing individual lease dates

Entrata - Ledger

• Transferring payments between phases or entities that share a bank account
• Issues locating payments
• Adjusting payment amounts
• Out of period allocation issues
• Ledger deposit questions/issues
• Missing payments from Entrata migration

Entrata - Maintenance

• Cannot see work orders 
• Make Ready Board issues

Entrata - Market Rent Updates

• Updates to market rent (GMR) within Entrata
• Questions about why GMR in Entrata is not matching to budget

Entrata - Marketing Hub

• ILS Portal
• Facebook Ads
• Google Ads

Entrata - Message Center

• All message center questions/concerns

Entrata - Move In/Move Out

• Unit isn't available
• Adjusting move in dates
• Cannot move in resident because of duplicate email 
• Anything preventing a resident from moving out
• Updates to Move In/Move Out Checklists

Entrata - Property Accounting

• Any issues pertaining to the Entrata Accounting product (entering invoices, cutting checks for invoices, etc.). If the property does not use Entrata Accounting, please do not select this category.
• Assistance/Issues approving refund FMO's
• Any questions regarding refund FMO's
• Please note that Kim Squires sets up all new vendors in Entrata. She can be reached at vendorspecialist@assetliving.com 

Entrata - Prospect Portal

• Change logo on prospect portal
• Unable to login to prospect portal

Entrata - Renewals

• Questions about adjusting renewal transfer lease dates
• Returning residents questions
• Any other issues pertaining to a renewal

Entrata - Reports

• Issues with Entrata reports (ex. report not reflecting correctly, cannot remove resident/applicant from RAR, cannot remove applicant rent from GPR, which report should be used for finding information, etc.)

Entrata - ResidentPortal & Payments

• Issues logging into the resident portal
• Residents having an issue making payments
• VISA limit increase/questions

Entrata - Screening

• Issues with the screening process itself
• Bypass Screening - only on a large-scale basis for master leases

Entrata - Screening - Minor

• Lowering age requirements for underage applicant to complete application
• Note: Anyone under the age of 18 will not be screened (19 in the state of Alabama)

Entrata - SiteTablet

• All things SiteTablet
• Pro Tip: Make sure you are operating on the most updated version of SiteTablet. You can always un-install and re-install the app as a whole to see if that fixes the issue.

Entrata - System Notifications

• If you/your staff want to receive notifications from Entrata (payments made, NSF's, applications complete, etc.) 
• These must be requested. We do not automatically set up AGMs and LMs. We also do not automatically update these with staffing changes. You must submit those as well.

Entrata - Unit Mix Adjustment

• Change in Unit Mix

SH Accounting - Properties DO NOT USE

• To be used by accountants from Student Housing only
• Properties should never select this category

Leasing:

Lease Documents

• Requesting a new leasing document be added to available documents. (EX: Co-Ed Addendum, Financial Aid Addendum, etc.)
• An edit to any leasing document is needing to be made. This is for either paper or online leases. (EX: phone number updated, Legal Entity Name updated, property specific info updated, Rental Criteria update, etc.)

Logins:

Please note that we have login categories for every system we use. Please be sure to put the request in the correct Login - Category so that we give you the correct login information. If you have a new employee who needs all logins created, please submit a separate ticket per needed login using the correct category.

Login - Apollo/DOMO

• New Apollo login
• Apollo password reset

Login - Email

• New email login
• Email password reset

Login - Entrata

• New Entrata login
• Entrata password reset
• Permission adjustment to current Entrata login

Login - Happy Inspector

• New Happy Inspector login
• Happy Inspector password reset

Login - Quickbase

• New Property ARS login
• New Corporate QB login
• Password reset

Property Access Change

• Property adjustment to current logins for any systems

Termination of Employee

• Any termination of an employee. Please list their name and position so we know which systems will need to be disabled based on their position. If they had an Asset email, we will also need to know who the email should be forwarded to.

MISC:

CCPA - Information Request

• Request for information to be removed per CCPA

Email Distribution Updates - Weekly/Monthly Reports

• Any changes needed to the weekly or monthly report distribution groups (add new receipt, remove prior recipient, etc.)
• Please be sure to indicate whether you are requesting an adjustment to the weekly report distribution, monthly report distribution, or both.

Resident Insurance

• Any issues or questions pertaining to your property's insurance program (ex. Entrata's Master Policy product, Zimmer's Arthur J. Gallagher product, Harrison Street's Riverpoint/Lockton Affinity/PDLW product, Wilson Peak etc.)

QUICKBASE APPLICATIONS:

ARS - Asset Reporting System

• Any questions/issues regarding ARS

MDB - Marketing Database

• Routes directly to Marketing Department
• Any questions/issues concerning MDB
• Any changes needed to your MDB
• Adding a new competitor to your MDB
• Any updates to your permissions on MDB

MRF - Marketing Request Forms

• Routes directly to Marketing Department 
• Questions/issues with MRF functionality
• NOT to be used to submit marketing request forms

PDB - Asset Property Database

• Any questions/issues concerning PDB

OTHER SYSTEMS:

Apollo/DOMO - Reports/Data

• Any questions/issues regarding reports or data from Apollo/DOMO

Grace Hill

• Routes directly to Training Department
• Login issues
• Adjustment to login (promotion, transfer, name change, etc.)
• Issue with course completion
• Grace Hill invoice questions

Happy Inspector/EZ Turn Setup

• Inspection rollup reports - be sure to include the date of the first inspections
• Any questions/issues about Happy Inspector
• Setup for EZ Turn

My College Roomie

• Any questions/issues about My College Roomie

SharePoint

• Any questions/issues regarding SharePoint (ex. can't find this folder, something is missing from this folder, etc.)

Third-Party Bonds

• Questions about Leap