You can communicate with a resident in the 'Comments' option of any ticket submitted. The chat box type feature allows you to chat with the resident in real time and to follow up on the issue by selecting 'Post for Client' when adding the message. Selecting the icons circled below will allow you add images or audios for residents for additional clarity. The resident will be able to respond back inside the ticket submitted via the mobile application.
You can also simply add comments for your internal team in the message box.
The comment section also shows ticket information such as the ticket being create, started, when a schedule is set and completed.
*Note: Tickets that have been are been last updated/interacted will have a green dot next to them as shown in the image above. This will appear every time a residents leaves a new comment.