Contractor Cases: protected context for external work

A contractor often needs more than a one-line work order. They may need the reported problem, location, urgency, selected attachments, or the latest incident context. They do not need a normal dashboard account or access to unrelated residents, buildings, and internal work.

Sicket Contractor Cases are designed for that handoff. Authorized staff create a temporary, view-only page from a ticket or incident, choose the information that is relevant to the work, and send protected access to the external specialist.

This keeps the operational record in Sicket while limiting the contractor’s view to the case they actually need.

The problem Contractor Cases solve

Contractor coordination commonly spreads across forwarded emails, downloaded attachments, phone calls, and separate work-order systems. That creates several practical risks:

• the contractor receives an incomplete description;
• a resident repeats the same information to several people;
• more personal information is forwarded than the job requires;
• staff cannot easily see what was shared or whether the page was opened;
• an old link remains available after the work or handoff has ended.

A Contractor Case creates one deliberate sharing step. It does not replace the housing team’s ticket or incident, and it does not turn the contractor into an operational Sicket user.

How a Contractor Case is created

Organization administrators and authorized landlords can start from a ticket or incident they are allowed to access. From there, the workflow is:

1. Choose Share with contractor from the source record.
2. Identify the company, technician, or work order the case is for.
3. Select the contractor type and enter the recipient email.
4. Write a practical summary and any necessary access or arrival instructions.
5. Choose an expiry date and select only the supporting information the contractor needs.
6. Preview the exact contractor-facing page before sharing it.
7. Create the case so Sicket can send the protected link and separate access code.

The source remains linked to the Contractor Case for staff. Creating the case does not assign work inside Sicket; it creates a controlled information handoff.

What staff can choose to share

The available context depends on whether the case starts from a ticket or incident. Staff can select linked tickets and announcements and can decide whether supporting ticket details should be visible, such as:

• conversation messages;
• timeline events;
• attachments;
• internal notes;
• resident name and unit information.

Sensitive options such as internal notes and resident information are not something to enable by habit. Share the minimum information the contractor needs to diagnose, plan, or complete the work. The preview makes the final contractor view visible before access is sent.

What the contractor can see

The contractor opens the link and enters the access code. They see the selected case information in a fixed, view-only page. A normal Sicket account is not required.

The contractor cannot browse unrelated tickets, incidents, buildings, tenant lists, internal notes that were not selected, analytics, billing, or organization settings. They also cannot create, edit, comment on, or manage Sicket records from the shared page.

This distinction matters: Contractor Cases provide limited case context, not staff permissions.

Access remains under staff control

Created cases appear on the Contractor Cases page with their status, source, recipient, expiry, and open count. Authorized staff can:

• preview the contractor-facing page;
• change which information remains shared;
• copy the protected link;
• download a PDF packet;
• generate and email a replacement access code;
• revoke access immediately.

Updated sharing settings apply when the contractor next opens or refreshes the page. Removing information cannot recall details or files that have already been viewed or downloaded, so the first privacy review remains important.

Expired and revoked cases stay visible to staff as part of the case history, while their shared pages can no longer be opened.

Who the feature is for

Contractor Cases can support handoffs to plumbers, electricians, locksmiths, elevator specialists, heating and HVAC contractors, cleaning teams, access-control specialists, roofers, landscapers, and other external workers.

The feature is useful when an external party needs enough context to act but should not become part of the housing organization’s normal dashboard workflow. It is not a contractor marketplace, assignment system, procurement tool, or resident representative role.

A clearer end-to-end handoff

A protected packet is only one part of good repair communication. The housing team still needs a named owner, a visible next action, and a clear update for the resident. The contractor handoff guide explains how to keep those responsibilities clear before, during, and after a visit.

Review the Contractor Cases overview, read the setup documentation, or schedule a demo to see the full sharing workflow.