Client requests and issues arrive through multiple channels: email, phone, SMS, and messaging apps. The facility manager manually searches for duplicates, creates tickets, assigns staff, and tracks progress through spreadsheets and messages, consuming per week on administrative work.
Automation captures all inbound requests, checks for duplicates instantly, assigns work based on priority and availability, and notifies staff with complete details. The manager oversees exceptions only, freeing time for strategic facility planning.
The full workflow, from trigger to completion.
Email, SMS, or phone call from client is captured and parsed for key details such as client name, location, issue type, and urgency.
Automation queries to see if the same client or location has an open ticket for the same issue type. If a duplicate is found, the existing ticket is updated instead of creating a new one.
A new ticket is created with all extracted details, or an existing ticket is updated. The ticket is automatically tagged with priority, location, and issue type.
Automation applies routing rules based on location, skill, and current workload to assign the ticket to the best available staff member.
The assigned staff member receives an instant notification with the ticket details, location, and priority. The message includes a link to the ticket.
A summary of the request is automatically logged for reporting and audit purposes.
Client receives an automatic SMS or email confirming their request has been received and providing an estimated completion time.
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