Asset downtime is inevitable as equipment and machinery are bound to break down over time. Helpdesk ticketing or workplace complaint management system is vital to ensure that these breakdowns cause minimal disruptions. Swift redressal of issues can be vital in ensuring a conducive work environment where every employee has a stake in the smooth running of the premises.

Yet, it is also one of the most challenging aspects of managing commercial real estate. Property management teams must allocate service and maintenance staff, track each complaint, and ensure swift action. Helpdesk Ticketing by ANACITY Business automates the process, thereby streamlining the process and ensuring swift action while fixing accountability.

Challenges in workplace complaint management

Tracking complaint resolution: Tracking the resolution of different grievances depends solely on the service staff recording their own performance. This usually occurs at the end of their duty, which makes it difficult to check on the status of urgent repairs. It is also prone to misrepresentation by the service staff.

Haphazard process: The process to lodge complaints is often haphazard and is rarely standardised. Some workplaces rely solely on phone calls while some record it in a register. Others may follow both. It can result in human errors, often leading to omissions by the service staff. The lack of a standard system also means that quite often employees are unclear about the workplace complaint management process.

Lack of feedback: The tenanted office admin or employee’s role is typically limited to lodging the complaint. There is no mechanism for quick feedback other than calling up the manager. This can lead to their dissatisfaction and inability to be part of the process.

ANACITY Business’ Helpdesk Ticketing

Following are some of the key features of ANACITY Business’ workplace complaint management system – Helpdesk Ticketing: 

• App-based complaint registration and tracking.
• Easy access, ensuring that anyone can register a complaint.
• Automated assignment of service staff to reduce delays and make sure that every issue is addressed.
• The complainant can view the status of the complaint resolution and leave feedback.
• Admin module with role-based access.
• Define business hours for each complaint category.
• Define escalation matrix up to 3 levels where unaddressed complaints are bumped to the next supervisory level.

Benefits of ANACITY Business Helpdesk Ticketing

How does Helpdesk Ticketing improve workplace complaint management? Following are some of the benefits:

1. Increasing complaint handling efficiency.
2. Swift resolution leads to tenant satisfaction and eventually impacts retention.
3. Managers can view all logged complaints and track their resolution.
4. Defined resolution timings and supervisory interventions.
5. Feedback system to promote engagement and improve facilities.
6. Data on complaints enables analysis, including identifying recurring patterns.
7. Prompt handling of complaints ensures that equipment and machinery are repaired quickly, promoting asset longevity.  

An app-based workplace complaint management meets the expectations of a mobile-first workforce. ANACITY Business’s Helpdesk Ticketing module empowers facility managers to enhance workplace efficiency by addressing complaints promptly and maintaining optimal facilities. By leveraging technology, ANACITY Business ensures a seamless experience for both managers and employees.