Complaint Helpdesk for Facility Management Sites

A resident or an office admin raises a complaint and it becomes a ticket against that site. Who attended, what was done and when it closed all stay on the ticket.

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What a ticket carries

The desk fills it while the caller is still speaking. A complaint about a choked drain in B block or a lift making a noise is written against the block and the category before anybody is sent.

Where and who

Site, tower, flat or floor, and the person who raised it, whether a resident, a tenant or the client admin.

Assigned to

The technician or housekeeping hand given the job, with the hour it was handed over.

Reply time

The hour by which your contract says a complaint of that category should be attended. The clock starts when the ticket opens.

Closure note

What was actually done, any material used and a photograph where the client asks for one.

Reopening

A reopened complaint is linked to the first ticket, so a fault that keeps returning on the same floor becomes visible.

How a complaint travels

The desk logs it. The helpdesk or the site facility manager hands it to somebody. The technician attends and the closure is written with the work done. A ticket not attended by its reply hour moves up an ageing list, where the operations manager sees it across all sites at once.

What the client sees

A client login can be opened per site.

Complaints raised from their site and the stage each has reached
What was done to close a complaint, with photographs
Complaints still open past the reply hour your contract names
A month of complaints by category for the association meeting

What the helpdesk leaves out

It does not fix the reply hours. Those come off your contract. It does not order material either, and an indent for the part a technician needs is raised in the consumables module. Nothing here moves the monthly bill by itself.

FAQ

Frequently asked questions

Can residents raise a complaint themselves?

Yes, through a client login or by message to the helpdesk. Your office chooses which sites get direct resident access.

How is a repeated fault spotted?

A reopened ticket stays linked to the original, and complaints by block and category show which floor or which pump keeps coming back.

Does a complaint reach the technician on a phone?

Yes. The assigned person sees the ticket on a phone with the block, the category and the reply hour.

What if a complaint needs a vendor visit?

The ticket is marked for the AMC vendor on that equipment, and the visit and the vendor report are recorded against it.

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