Your escalation list is the set of maintenance situations that ring your Call List, whatever your call windows and the Maintenance call type are set to do. Emergency handling can't be switched off, and situations on your escalation list ring your Call List.
Open your escalation list
Go to Assistant.
Open Call types, click Edit on Maintenance, then click Change what's on your list.
Only an account owner can change the list. Changes apply to the next call.
What On and Off do
On: when a caller describes the situation, Doorkeep rings your Call List. If the caller says they would rather leave a message, Doorkeep takes one and you are notified instead. If no one answers, a message is taken.
Off: the situation is handled like any other maintenance call, the way your Maintenance call type is set.
The list changes who gets called, not how a call is filed afterwards. A call is still recorded and flagged by what the caller actually described.
The twelve situations Doorkeep starts you on
No heat or malfunctioning heat
No A/C or malfunctioning A/C
Broken window, door, latch, or lock
Water leak or flood
Sewage backup
Ceiling leak or bulge
No electricity
Refrigerator inoperable (not cooling, not running, or freezer warm)
Toilet inoperable (will not flush, will not fill, or clogged beyond use). Asked once: "Is that the only toilet in the unit?" If no, a detailed message is taken.
No hot water
Garbage disposal jammed or not running. Asked once: "Is the sink backed up?" If no, a detailed message is taken.
Wild animal in the apartment
Fire, smoke, gas, carbon monoxide, injuries, intruders, and water touching electricity are not on this list and can't be added. Those calls are handled on Doorkeep's separate 9-1-1 path.
Which Call List rings
These situations ring the same Call List your emergencies ring. Pointing the Maintenance call type at a different list does not change that. Starter rings one person; Professional rings a list in the order you set.
Add a note for a property
On Professional, you can add a note to a situation at a property, about where something is at that building. Click Add a note under the situation. When that situation comes up at that property, Doorkeep reads your note, word for word, exactly as you approved it, and still rings your Call List.
Reset or add situations
Reset to Doorkeep's list goes back to the twelve situations Doorkeep starts everyone on.
To add a situation that isn't listed, or change how one is worded or asked about, use Contact us on the panel and I'll set it up.