Common property questions
How do I add a property to an existing customer?
Use the New button in the top bar, then choose Property. There is no add-property button on the customer's own page: its Properties tab is a read-only list.
If you open the New menu while you are on the customer's page, the New Property form comes up with that customer already selected in the Customer section. From anywhere else, pick the customer there yourself. You can also start from the New Property button in the top right of the Properties page.
Fill in the required street, city, state, and zip, add contacts and roles if you need them, then click Save. The new property is tied to whichever customer is selected.
The + Add property option on the customer form is a different thing: it exists only while you are creating a new customer, so use it when you already know several locations up front.
How do I move only a few properties to another customer?
Open the property and use Move to Another Customer in the ... menu next to Edit. It only appears if you have permission to merge and split customers and the customer is not connected to a payment integration. Do not use customer merge if only a few properties should move from one large customer to another.
If several properties need to move and the app does not make the bulk move clear, contact Essential through the Talk to a human tab with each property and the destination customer.
What is the difference between merge, split, and move?
Use move property when one service location should belong to a different customer. Use customer merge or split only when the customer record itself is being reorganized.
Can duplicate properties be merged?
Contact Essential through the Talk to a human tab when duplicates came from an import or contract upload. Include the duplicate property names, addresses, customer, and any IDs from the import source so Essential can confirm which record should remain.
Why are inspection reports or visits not visible in the customer portal?
Customer Portal visibility depends on how the report or visit was created, the customer and property relationship, portal setup, and contact access. If a report or scheduled visit should be visible but is not, check the customer portal settings and contact access first.
Then contact Essential with the customer, property, report or visit, and portal user.
Where to find it: The New button in the top bar (New > Property), the Properties page, the property page, Customer Portal settings, and Essential Assistant > Talk to a human
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