EstateDeck

Helpdesk & Complaint Resolution

Issues resolved faster. Residents can raise tickets for Plumbing, Electrical, or Housekeeping issues directly in the app. Track resolution status and Rate the Performance of your facility team.

EstateDeck Helpdesk transforms random phone calls into organized work orders. It allows residents to log complaints with photos, assigns them to the right staff (e.g., Electrician), and tracks the Turnaround Time (TAT)—ensuring no complaint goes ignored.

Service Excellence

📷 Photo Proof ⏱️ SLA Tracking ⭐ User Ratings 📢 Auto-Escalation

Effortless Complaint Logging

Mobile Complaint App

Mobile Ticketing

"Leaking Tap in Kitchen". Report it in 3 clicks.

  • Photo Attachments: Snap a picture of the issue. A visual aid helps staff bring the right tools.
  • Voice Notes: Elderly residents can record a voice message describing the problem.
  • Categories: Select from: Plumbing, Electrical, Carpentry, Housekeeping, or Security.
Priority Tagging

Urgency & Priority

Not all issues are equal. Flag emergencies instantly.

  • Emergency Flag: Mark tickets as "High Priority" for issues like Gas Leak or Lift Stuck.
  • Auto-Alerts: High priority tickets trigger an SMS alert to the Facility Manager immediately.
  • Scheduled Slots: "Please send the electrician tomorrow at 10 AM" – request a preferred time.

Staff & Resolution Workflow

Staff Auto Assignment

Smart Auto-Assignment

No manual dispatch needed. The system routes the job.

  • Category Routing: "Plumbing" tickets go directly to the Plumber's app; "Security" goes to the CSO.
  • Workload Balancing: If Plumber A has 5 pending jobs, the system suggests Plumber B.
  • Staff App: Staff receive the ticket on their phone, complete the job, and mark "Resolved".
Escalation Matrix

Escalation Matrix

Ensure accountability. Don't let tickets rot.

  • Level 1: If not picked up in 4 hours -> Notify Supervisor.
  • Level 2: If not resolved in 24 hours -> Notify Estate Manager.
  • Level 3: If pending for 3 days -> Notify RWA President via Email.

Quality & Asset Management

Resident Feedback System

Feedback & Ratings

Did they fix it properly? Or just put a tape on it?

  • Star Rating: Residents must rate the service (1-5 Stars) to close the ticket loop.
  • Re-open Ticket: If the issue persists (e.g., tap leaking again), residents can re-open the ticket.
  • Staff Incentives: RWAs can reward staff with the highest monthly ratings.
Asset Maintenance History

Asset Maintenance Log

Build a history for your society's expensive assets.

  • Preventive Maintenance: Track recurring issues. "Why does Lift B break down every Tuesday?"
  • Warranty Tracking: Know if the broken Gym Treadmill is still under warranty before paying for repairs.
  • AMC Alerts: Get reminders when the Generator AMC is up for renewal.

EstateDeck vs. Phone Calls

Feature EstateDeck Helpdesk Calling the Manager
Tracking Ticket Number & Status "I'll look into it" (Forgot)
Accountability SLA & Escalation None
Feedback Recorded Rating Verbal / Arguments
History Digital Log No records

Resident FAQs

Can I book private services?

Yes. While common area maintenance is free/included, you can request private services (e.g., Fixing a fan inside your flat) which may be chargeable as per RWA rates.

What if the internet is down?

The Guard or Estate Manager can log a ticket on your behalf via the Admin Console if you call the office directly.

Can I see my past complaints?

Yes. The "My Tickets" section keeps a permanent history of all your past requests, photos, and resolution remarks.

Stop Chasing the Electrician.

Professional facility management at your fingertips.

Gate Security • Maintenance Billing • Clubhouse