Responding to and closing tickets

A step-by-step guide for HOA board members. Sign in first on Board admin.

What each status means

• Open: new, not yet looked at.
• Under review: the board is checking it.
• Confirmed-fixed: the correction is confirmed and the site has been updated. Comments close.
• Closed-no change: checked; no change is needed. Comments close.

Step by step

1. 1. Pick a ticket

   On Board admin, tap a ticket. Read it and its comments.

2. 2. Mark it Under review

   Choose Under review under Ticket status, then Save status. Neighbors see you are on it.

3. 3. Check the official source

   Compare the claim to the recorded documents (declaration, bylaws, plats, ACC guidelines) or a written board or management decision. The site is not the source; the recorded documents are.

4. 4. Write an official response

   Use Post official response. Keep it neutral and factual. Name the document and section, for example: “Per the Declaration, Article 7, Section 7.3, fences may not exceed 6 feet. The site will be corrected.” Say what happens next. No names of other residents, no private details, no opinions.

5. 5. Hide spam or off-topic comments

   Tap Hide comment on spam, abuse, private information or off-topic posts. Hidden comments disappear for the public but stay visible to the board. Show comment undoes it.

6. 6. Send confirmed changes to the site editor

   If a correction is confirmed, email the site editor (see below). Leave the ticket Under review until the site is updated.

7. 7. Close it

   After the site shows the fix, set Confirmed-fixed and post a short response saying what changed. If no change is needed, explain why with the source and set Closed-no change. Closing stops new comments.

8. 8. Reopen if needed

   Set the status back to Open or Under review. Comments reopen. Post a response saying why.

Send a confirmed update to the site editor

The board does not edit site pages directly. When the board confirms a correction, email the site editor at elliott-ranch-site-editor@agentmail.to. Include:

• The page and section (copy the page link).
• The confirmed change: what it says now and what it should say.
• The source: recorded document and section, or the board decision and its date.
• The ticket link, if there is one.

On Board admin, each ticket has a Send to site editor link that starts this email with the ticket link filled in. Close the ticket as Confirmed-fixed once the change appears on the site.

Neighborhood passcode

To change it, sign in on Board admin and use Change the neighborhood passcode. Post the new one on the Elliott Ranch Town Square app. Full details are in the Board handbook.