What is the Workflow of a Work Order?

How the Process Works

1. Work Order Creation

Work orders enter the system in two ways:

• Resident-Initiated: Submitted via the tenant portal
• PM-Initiated:Manually entered by your property management team in the PMS
  • Please note this can vary by PMS

If the work order is:

• Assigned to Vendoroo or

• Left unassigned by the resident

  → it is automatically picked up by the Vendoroo system within 5 minutes

2. ResiRoo Resident Engagement

If the resident submitted the request, ResiRoo engages within seconds:

• Sends a friendly message
• Gathers key info (photos, access notes, etc.)
• Shares troubleshooting steps
• Adheres to your branding and resident communication policies

If a PM creates the ticket, ResiRoo only engages if manually triggered. Otherwise the tenant will not be engaged.

3. Communication & Syncing

All interactions—including messages, vendor responses, triage, and photos—are:

• Logged in real time
• Synced directly to your PMS
  • There are some direct messages with vendors and tenants that are not included yet, but we’re working on it!
• Summary of entire work order with timelines once it has been completed
• Transparent and accessible to your team

4. Triage Summary Generation

Once enough information is collected, Vendoroo generates a triage summary:

• AI-assessed issue diagnosis
• Attached photos and supporting notes
• Uploaded automatically to your PMS for team reference
• Suggested vendors and Property manager policies that may relate to the property or reported issue

5. Vendor Assignment via VenRoo

VenRoo handles vendor coordination:

• Selects the right vendor based on trade, availability, and ranking
  • Property managers can control their vendor rankings and preferences through their Go-To Vendors list in the Vendoroo Dashboard
• Shares job scope, photos, and NTEs
• Coordinates scheduling with the resident
• Sends automated follow-ups to confirm vendor arrival

6. Property Manager Oversight via PMRoo

PMRoo gives your team full visibility:

• Link to Chrome Extension
• Monitor status updates in real time
• Approve estimates or override assignments
• Add special instructions and action requests
• Track everything from wherever you may be, email, PMS, Vendoroo Dashboard, or a random website.

7. Completion & Closeout

• Vendor uploads job notes and completion photos
• Resident provides feedback (if configured)
• Work order is closed in Vendoroo, and updated based on PM preference within PMS
• All records are synced to your PMS

Best Practices for a Smooth Workflow

Clear Policies

• Keep vendor/resident guidelines up to date
• Ensure your property notes are up-to-date and accurate, include the NTE and any relevant information in your PMS
• You can edit your policies to ensure uniform treatment across your portfolio
• For more information, check out our maintenance book guide (Link Book)

Vendor Management

• Maintain backup vendors for urgent scenarios
• Define emergency workflows clearly (see: RescueRoo)

Communication

• Be timely, clear, and concise (see: SLA’s)
• Document all exceptions and key decisions

AI Partnership Mindset

• Treat Vendoroo’s AI as a continuously learning team member
• Use PMRoo to guide, correct, and improve behavior in real time

Continuous Feedback Loop

• Share feedback regularly for updates and tuning
• Participate in roadmap updates to stay ahead of product enhancements