FeaturesRemarksService RequestsResident can log complaint choosing category, sub-category, type, etc. Residents can provide description and attach photos of issues.Status TrackingTrack status of service request tickets in several states like In Progress, Hold, Resolve, and Reopen. Status updated to residents as well.Defaulter StatusTrack residents who have overdues. Can block such residents from raising service request.Department ControlAssign and segregate a service request to admin approved departments. For instance, a service request can be segregated into plumbing, electrical, etc.Category ControlAdmin can create categories and sub-categories. Download reports of service requests with category and subcategory details.Complaint Staff RosterManage staff roster with planned and unplanned offs and holidays. Assign staff to a category and sub-category.Manual AssignmentManually assign a request to a staff member based on category and tower. Assign a complaint to staff member based on category, sub-category and tower.Auto AssignmentAuto assign work to staff members on the basis of work load, weekly off, etc. For instance, if a staff member is off then the task gets auto assigned to another member.Auto EscalationDifferent level of escalation from Helpdesk User to Manager to Admin as per category and different duration. Admins can configure the levels as well as the duration.ResolutionResident as well as Helpdesk User/Manager can resolve a ticket. Dual resolution helps in faster movement of tickets.ReopeningResident has an option to reopen the ticket. Useful in the case if the issue persists or if the resident is not satisfied with the level of service.Avg Closure Time ReportAverage time take to resolve a ticket based on category, tower, etc.Category wise ReportPerformance management of departments like plumbing, electrical, landscaping, etc. Societies can track/analyse tickets per category and time taken to resolve them.Tower wise ReportPerformance management of tower staff to determine SLAs and the performance of the staff. Can help in determining steps/duration between escalation levels.Ratings & CommentsAssign ratings and add comments/feedback on the service as well as the providerEscalation MatrixFully customizable, multi level and category wise escalation metrics with up to 4 levels of escalation to the designated mail id's