Core features
AI maintenance triage
When a maintenance ticket is submitted, Onsite's AI reads the description and automatically assigns a category and priority level. This surfaces urgent issues immediately and helps you route the right contractor without reading every ticket in detail.
Plan requirement
AI triage is available on Starter and Pro plans. On the Free plan, tickets are created without automatic categorization — you can still assign categories and priorities manually.
How it works
When you (or a tenant via a future submission link) create a ticket, Onsite sends the issue description to the AI model. Within seconds, the ticket is updated with:
- A maintenance category (e.g. Plumbing, Electrical, HVAC)
- A suggested priority level (Low, Medium, High, or Emergency)
- A short triage summary explaining the reasoning
You can review and override both the category and priority before dispatching a contractor. The AI suggestion is a starting point, not a final decision.
Maintenance categories
| Category | Typical issues |
|---|---|
| Plumbing | Leaks, clogs, running toilets, no hot water, burst pipes |
| Electrical | Outlets not working, tripping breakers, flickering lights, exposed wiring |
| HVAC | No heat, no cooling, furnace errors, AC not responding |
| Appliances | Fridge, stove, dishwasher, washer/dryer not working |
| Structural | Cracks, sagging ceilings, foundation concerns, roof damage |
| Pest control | Rodents, insects, bed bugs, wildlife intrusion |
| Security | Broken locks, door not latching, broken window, alarm issues |
| Common areas | Hallway lights, parking, laundry room, lobby |
| General / Other | Anything that doesn't fit a specific category |
Priority levels
| Priority | Definition | Examples |
|---|---|---|
| Emergency | Immediate risk to health, safety, or the building | No heat in winter, sewage backup, gas smell, flooding |
| High | Significant impact on habitability, needs same-day attention | No hot water, broken exterior lock, refrigerator failure |
| Medium | Affecting comfort or function, respond within a few days | Leaking faucet, broken dishwasher, stuck window |
| Low | Minor cosmetic or non-urgent issues | Scuffed paint, squeaky door, burnt-out light bulb |
Overriding the AI suggestion
Open any ticket and click Edit to change the category or priority. Your override is saved and the ticket updates immediately. The AI suggestion is not re-applied after a manual change.
This is common for tickets where the description is ambiguous — for example, "water on the floor" could be plumbing, HVAC condensate, or a roof leak. The AI picks the most likely category but you know your property.
Getting better results
AI triage accuracy improves with more specific ticket descriptions. Encourage tenants (or yourself) to include:
- Location in the unit (e.g. 'kitchen sink', 'master bathroom')
- When it started and how frequently it occurs
- Whether it's getting worse
- Any smells, sounds, or visible damage
Last updated July 2026