Watch: raising a request
Swipe the screen to move between steps.
Before you start
You need a client account that is active. Corporate accounts raise requests the same way, from the Tickets page in their own console.
Have the site address ready, and either be at the site or know where it is on a map: every request needs a map pin as well as the typed address.
Raise a request on the web
- Open Tickets in the sidebar and select Raise a request. The same button is at the top of your Dashboard.
- Under Site & system, type the Site address (building, street, district, city), then pin the site under Pin the site on the map.
- Choose the System type and the Service category. Both lists are grouped by service area.
- Under Complaint & priority, enter a Title (up to 200 characters) and a Complaint description (up to 5000 characters), then set the Priority: Low, Medium, High or Emergency.
- Optionally set a Preferred visit time. It must be in the future and is in Riyadh time.
- Under Attachments, add up to 8 photos, PDFs or MP4 videos, up to 25 MB each.
- Select Create ticket.
Raise a request in the app
Open the Tickets tab and select New ticket. Or, on Home, pick a service under Book a service to open the form with that Service category already chosen; All services opens it with none chosen.
The form has the same fields. You can add up to 6 photos from the camera or your library, and they upload when you submit. When you pin the site with your current location and the Site address is still empty, the app fills in the street address for you. Select Raise a request at the bottom to send it.
The app keeps your form as a draft, so you can leave and come back to it. Sending needs a connection: offline, the form says You're offline. Reconnect to submit this.
What happens next
The ticket opens with the status New ticket and a number such as PA-2026-00148. The office assigns a technician and books the visit; you follow those steps on the ticket, as they are not sent as notifications.
You are notified when something needs you: a quotation to review, an advance to pay, completed work to sign off and an invoice to pay.
The client form has no due-date field. If the job is urgent, set the Priority to Emergency, and call the office if anyone is at risk.
Tips
- Write a title you would recognise in a list, such as the unit and floor: Split unit not cooling, 3rd floor.
- Put access details (gate, floor, parking, who to ask for on site) in the Complaint description. The address field is for the location itself.
- A photo of the unit's nameplate helps the technician bring the right parts.
Frequently asked questions
- Can I change the request after I send it?
- Not from your account. A request can't be edited once it is created. Contact the office with the ticket number and they can update it for you.
- Why does the form ask me to pin the site?
- Every request needs a map pin as well as the typed address, because dispatch uses it to find the nearest technician. Use one of the options under Pin the site on the map, then select Create ticket again.
- Is the preferred visit time a booking?
- No. It tells the office when you would like the visit. The office confirms the actual time, which then appears under Upcoming visit on your web dashboard and on the ticket in the app.
Still stuck?
Our team can look at your request or account with you.