The Workflow Fallacy
Ticketing systems are optimized for workflow. They track how fast a technician moves from 'Open' to 'Closed.' This is valuable for efficiency, but dangerous for risk. When a ticket is closed, the data often disappears from the executive dashboard, creating 'closed-ticket blindness' where recurring failures are treated as isolated events.
Preserving Institutional Memory
Risk intelligence is optimized for memory. It treats every interaction as an immutable signal. Even after a maintenance task is complete, the signal remains part of the property’s 'defensible memory.' This allows owners to see the true history of an asset, even if onsite managers or maintenance staff move on to other roles.
Efficiency vs. Visibility
Workflow tools prioritize the speed of the task. Intelligence tools prioritize the visibility of the pattern. By layering risk intelligence over a ticketing system, leadership can identify the residents who have filed five 'minor' tickets in three months—a churn risk that a standard ticketing report would never surface.
Common Questions
Why is 'closed' a dangerous status for risk?
A closed status in maintenance only confirms the task is done. It does not confirm the resident is satisfied or that the underlying systemic issue (like a recurring leak) won't return tomorrow.
Can I use HeyNeighbor without a ticketing system?
HeyNeighbor is designed to complement your current operations. It captures signals that ticketing systems miss, such as verbal reports, public reviews, and repeated operational failures.