Timelines explained

Open and read a timeline

1

Open the Timeline tab

Open the record you want the history for (a property, an owner, a supplier or a service request) and click the Timeline tab at the top of that record.

2

Read the events

Events are grouped by date with the most recent at the top; scroll down for older activity. Click an event to expand it and see who recorded it, plus any attachments and comments.

3

Show automatic changes

Turn on the Advanced mode toggle to reveal automatically-recorded field updates. Rent changes, status changes and the like. Your choice is remembered for next time.

Add an event

1

Open the add-event form

Click the Actions button (top right) and choose Add an event.

2

Describe the event

Enter a Title, pick a Category (including Note, Phone Call, Email, SMS, Reminder and Document), and write the Details.

3

Set when it happened

Set the Date and the Time of day. The time defaults to midday if you don't change it.

4

Attach a file (optional)

Click Add an attachment to upload a PDF or image, for example a receipt or a photo. Both are optional.

5

Save

Click Save event. It appears on the timeline at the date and time you set.

Note: Log phone calls and notes as you go. A printed timeline is the record you'll rely on as evidence at the Tenancy Tribunal.

Timeline attachments explained

Attachments on a timeline event and attachments on an email are two different things. This is a common point of confusion.

The Attachments on a timeline event are only files you upload manually when you add or edit an event (see Add an event above). It's a place to store supporting files against the record.
Email attachments do not appear in the timeline. When an email is recorded on the timeline, it captures that the email was sent and its message content, but not any files attached to it. So if you email a tenant a rent ledger, the timeline shows the email but not the attached ledger.
This is the same whether the email was sent from your connected email inbox or is an automated Keyhook email. Neither one carries its attachments onto the timeline.
Emails sent from your connected inbox are recorded on the timeline, but because they don't go through Keyhook's automated email system, the timeline won't show delivery details for them (such as a "delivered" timestamp).

Note: To keep a copy against the record for your own reference (or the Tribunal), upload the file yourself as a timeline event attachment (Add an event, then Add an attachment).

Filter the timeline to find events

1

Search by keyword

Type into the Search for an event field to match events by their title or details.

2

Filter by category

Open the category filter and tick the types you want. The options use singular labels: Note, Phone Call, Email, Reminder, Signature and so on. Each option shows how many events it has.

3

Filter by source and date

Use the source filter to limit events by where they came from. A property's timeline carries events from the property itself, from its tenancies and from its owner, so you can narrow it to one of those sources. Use the Filter by date control to restrict to a date range.

4

Clear the filters

To start again, remove each filter, or, if the No events match your filters message appears, click Clear filters to reset them all at once.

Print the timeline

1

Open the print options

Click the Print icon at the top of the timeline (or use the Actions button → Print events). The Print timeline events window opens.

2

Pull in everything matching your filters

Click Select all events from current scope to bring in every event matching your current search and filters, so set those first. The events load into the Timeline events to print list at the bottom of the window, where you can click Deselect on anything you don't want, or Deselect all to start again.

3

Or pick the events yourself

Click Manually select/deselect timeline events instead to go back to the timeline and click the events you want. A bar along the bottom keeps a running count of what you've selected. Click Continue when you're done to return to the print options.

4

Set the print options

Turn on any of Include table of contents, Include emails, Include attachments and Include comments, then choose Ascending (oldest first) or Descending (newest first) order.

5

Print

Click Print to generate the PDF.

6

Or print a single event

To print just one event, expand it on the timeline and click Print event, no filtering or selection needed.

Important: Depending on how much you've selected, the file may be too big to load. If that happens, print the timeline in a few smaller files instead.

Read an owner’s timeline

1

Open the owner

Click Property Owners in the left menu and open the owner (or reach them from a property's Owner section).

2

Open the Timeline tab

Click the Timeline tab on the owner's record.

3

Read the owner’s history

You'll see activity recorded against the owner. Statements emailed to them, communications, and any notes and reminders you've logged. Adding, filtering and printing work exactly as they do on a property.

Can I edit or delete an event?

Yes, for events you added manually. Expand the event and click Edit event or Delete event. Automatically-recorded system events can't be edited or removed.

Can I add photos or documents to an event?

Yes. Click Add an attachment in the add-event form and upload a PDF or image (PNG or JPEG). You can add more than one.

What’s the difference between a property and an owner timeline?

They're separate histories. A property's timeline covers everything about that property and its tenancies; an owner's timeline covers activity against the owner, such as statements emailed to them. The same read, filter and print tools apply to both.

Where do I find a tenancy's history?

On the property. Tenancy activity is recorded on the property's timeline rather than on a timeline of its own, so open the property, click the Timeline tab, then use the source filter to show only the events that came from a tenancy.

If the property has had more than one tenancy, the source filter shows events from all of them together rather than one at a time. Use the Filter by date control to narrow it to the period the tenancy ran.

Timelines explained

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