Requests & Triage

Overview

The Requests module connects residents, building occupants, and on-site staff with your maintenance operations team, streamlining how issues are reported, evaluated, and resolved.

Resident Reporting via QR Codes

• QR code placards can be installed in building entrance lobbies, elevators, and common areas.
• Residents simply point their smartphone camera at the code.
• A clean, accessible web form opens without requiring passwords or app downloads.
• Requesters describe the issue, select the urgency, upload a photo, and provide contact details for status updates.

Dispatcher Triage Queue

All incoming requests arrive at Requests → Triage Queue:

1. Review: The dispatcher verifies the legitimacy and urgency of the reported problem.
2. Deduplication: If multiple residents report the same issue (e.g., Elevator stopped on floor 3), the dispatcher can group duplicate requests together under a single master order.
3. Convert to Work Order: With one click, convert the request into a scheduled work order, preserving the original reporter's description and uploaded attachments.
4. Feedback Loop: Once the underlying work order is completed, automated notification updates the requester.

Best Practices

• Check the triage queue several times daily to maintain rapid first-response times.
• Use predefined canned responses when requesting additional details from residents.