Work Requests Overview

Section: Work RequestsCategory: Overview1 min readOverview

Work Requests is where residents submit non-emergency maintenance issues, track ticket status, and message the building team through the Grata app when your property uses this feature. Use it for plumbing, electrical, HVAC, or general maintenance — not for life-safety emergencies. If something is urgent or dangerous, follow your building's emergency process directly rather than waiting for an in-app ticket.

The Work Requests screen shows submitted tickets and the Request a Service button when this feature is enabled.

The Create A Ticket tab lets residents choose a request category before filling out the form.

My Tickets shows submitted requests and status labels so residents can track progress.

What you can do

Create a Work Request

Tap Work Requests or Requests on the home screen, then Request a Service. Choose a category, describe the issue, and submit. Include the location, what is happening, and when it started.

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Work Request Statuses

Understand what Open, In Progress, Completed, and other status labels mean so you can track your ticket.

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Update or Comment on a Service Request

Add a follow-up comment, attach a new photo, or update details on an existing ticket.

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Cannot Submit Service Request

Troubleshooting guide for when the submission form fails, the submit button does nothing, or the request never appears in My Tickets.

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Close or Cancel a Service Request

Close a resolved ticket or cancel a request you no longer need.

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Details and helpful notes

Where to find it: Tap Work Requests, Requests, or My Tickets on the Grata Smart Living home screen. The exact label varies by building.

Varies by building: Available request categories, whether photo upload is enabled, whether unit-access questions appear on the form, and whether notifications are sent when status changes.

Good to know: Include the specific location, symptoms, and when the issue started. Photos can speed up triage. For urgent, safety-related, or emergency issues, follow your building's direct emergency contact process rather than waiting for an in-app ticket.

Contact support when: Work Requests never appears when your building said it would be available; or a submitted ticket is not showing in My Tickets after a reasonable wait.

Good next articles

Start with these guides for common tasks, setup, and troubleshooting in this area.

Work Requests

Task2 min read

Create a Work Request

Create a work request in the Grata app—choose a category, describe the issue, add photos or access notes if needed, and...

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Work Request Details and Chat

View work request details, status updates, and chat messages in the Grata app when your building enables them.

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Work Request Statuses

Understand common work request status labels in the Grata app and what each status means for your ticket.

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Troubleshooting

Troubleshooting1 min read

I Cannot Submit a Service Request

Request won't submit? Open Work Requests, tap Request A Service, fill required fields, check connectivity, restart the a...

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Work Request FAQ

Submit and track Work Requests, read statuses, and fix tickets that will not submit.

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Close or Cancel a Service Request

Mark a maintenance request as resolved or cancel one you no longer need — both happen from inside the request in Work Re...

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