Pilera Software

Templates and how to use them

What are Templates?

Templates in Pilera provide managers with an easy way to create snippets of text to include in email communications to residents or ticket updates.  They help managers save time while communicating important information to a community or across the entire portfolio.  In this help article, we’ll walk through the types of templates and use case scenarios for each of them.

Who can modify templates?

Company admins or the Template Admin can adjust templates. Click here to learn more about different roles managers can enable in Pilera.

Where to find templates

Under the Settings tab, click on Templates.  A new browser window will open.  Let’s get started!

1) Email Footers

Managers can set custom text to appear in the footer of any communication that is sent out to residents.  Email footers are set at a community level and there can be only one email footer per community.  The email footer can then be applied to one community or multiple communities at once.  As an example, managers can create an email footer to share additional contact information or office hours with residents.

Take a look at our help article for step-by-step instructions on how to create and apply an email footer.


2) Ticket Work Order Email Message

Managers can set custom text to appear in the header of all work order message notifications that are sent to residents.  Our clients typically use this area to inform residents about emergency maintenance procedures and who to contact.



Want step-by-step instructions on how to create and apply a custom email message for you work orders?  Check out our help article here!


3) Ticket Activity Log Comments

When managers update an activity log, they may find themselves entering the same text frequently and need a quicker way to do it.  That’s where the ticket activity log comments come in.  Managers can create predetermined text to add as comments to an activity log.  Here are some examples of how managers can apply ticket activity log comments:
  1. If a resident called in asking for their balance to be corrected, managers can add custom text that it has been completed and the resident has been informed.
  2. If a resident emailed asking for a duplicate key to a community amenity but they haven’t paid their dues, managers can add custom text in the ticket informing other managers that the request is on hold until the resident pays their dues.
For more information on how to create ticket activity logs, take a look at our help article.

4) Ticket Work Order Comments

Similar to the activity log comments, managers can also create pre-determined text to display in their work order ticket updates.  The manager can then apply the ticket work order comments to one or multiple communities.  Here are some examples of how managers can use ticket work order comments:
  1. Inform the resident that their work order request is currently being processed.
  2. Inform other managers and residents that they are waiting for a response from the vendor.
Tip for HOA’s and Condo’s: If you are closing the request because it falls under the resident’s responsibility, you can inform the resident and refer them to the governing documents.



Take a look at our help article to start adding ticket work order comments to your communities today.

5) Custom Categories

The templates area in Pilera is also where managers can create and manage custom categories for all ticket types.  Custom categories are a predefined set of categories and subcategories that managers and staff can use to organize tickets and pull reports on.  Managers can create custom categories for work orders, activity logs, violations, tasks, and architectural change requests. Once created, managers can then apply these categories to one or multiple communities at once. 

In this image below, you can see a few examples of custom categories you can implement for your own communities.


To get started on creating custom categories for your company or community, check out our help article.

Conclusion

The templates give managers greater flexibility over their communications and updates to tickets across all the communities they manage.  Whether managers implement templates for a few communities or their entire portfolio, it’s a great way to keep their messages and updates consistent while saving their staff time.

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