Request intake
We take requests by phone, email, WhatsApp, chat or web form, during the hours we agree on, and open a ticket with what’s needed to act.
- What, where and since when
- Photos and contact details
- Suggested priority and why
Service
Request handling and follow-up, with a team and a platform.
We take requests, complete the information and follow every ticket through to closure, keeping the person who reported it informed. The proposal sets out the tasks, the hours, the channels and how the technology fits in.
Comes in
PhotoMessageCallEmail
Own platformThe Fixfy platform
- Request loggedWhat, where, photos
- AI classificationSuggested category and priority
- A person checksConfirms and decides
- Follow-upThrough to closure
With the Fixfy team
Goes to
Your maintenance toolThe contractorWho reported itOther platforms, via API
Diagram · the scope of each connection depends on the platform and the service
Services
What the team does for you.
Scope, hours and channels are agreed with you before we start.
Ticket management and follow-up
We classify and prioritise using your criteria, send the ticket to whoever you choose and follow it until it’s closed.
- We flag what gets stuck
- We chase what’s due
- Every ticket has someone responsible
Updates to the person who reported it
We tell them how it’s going, in plain words and before they have to ask, and explain the fix when it’s closed.
- Acknowledgement on arrival
- Updates when there are any
- Closure explained
A tidy system
Complete tickets, merged duplicates, up-to-date categories. We log recurring faults so you can decide what to check.
- Complete data in every ticket
- Duplicates merged
- Repeat issues visible
Scope
What the service includes, and what it doesn’t.
We agree the exact scope with you. The proposal sets out the team’s tasks, the use of the platform and the connections needed.
Included
- Taking requests on the channels and during the hours we agree, on behalf of your organisation.
- Opening each ticket in your tool with what’s needed to act: what’s wrong, where, photos, contact details, and the priority and the reason for it.
- Classifying and prioritising using your criteria.
- Sending each ticket to the company or technician you choose and, if it’s part of the agreed scope, arranging the visit with the person who reported it.
- Following the status of every ticket and flagging what gets stuck and what’s due.
- Keeping the person who reported it informed and explaining the fix when it’s closed.
- Keeping your system tidy: complete data, merged duplicates, up-to-date categories.
- Telling you what keeps coming back, so you can decide what to prevent.
Not included
- Repairs. Your technicians or the companies you choose do those.
- Approving costs. Whoever you decide approves them; we give them what they need to decide.
- Changing your contractors or your criteria. We follow yours; if we see something that could work better, we suggest it.
Price
We’ll send you a written proposal based on volume, hours and channels.
Who does what
Every part in its place.
Before we start we agree on the scope, the channels, the hours and when a case counts as closed.
Fixfy handles and follows up
Takes the request, completes the ticket, passes it to the right people and reports how it’s going.
Your organisation decides
The priority criteria, who gets each kind of request and which decisions need your approval.
The contractor does the work
Carries out the technical job and reports progress. We log it and pass it on to whoever reported it.
How we work
Six steps. One thread.
How a request travels through our team, what you decide at each step and how we start working with you.
- 01Receive
- 02Log
- 03Prioritise
- 04Send to the contractor
- 05Follow up
- 06Close and explain
What stays in your tool
A ticket anyone can pick up.
Every request is logged in your tool with what’s needed to act and what was said. The contractor doesn’t have to call back to ask the same questions, and anyone can see where it stands.
Sample ticket · building BClosed
- What
- Water coming out from under the meter room door.
- Where
- Building B, ground floor, meter room.
- Reported by
- Resident, flat 3B, on WhatsApp. Prefers messages.
- Photos
- Two, sent by the resident.
- Priority
- High: water has reached the landing.Suggested by AI, confirmed by a person
- Sent to
- Your plumbing contractor, at 08:19.
- Closure
- Stopcock replaced at 12:40. Resident told at 12:55.
Illustrative example · not a real case
When a request gets stuck
What’s pending, in plain sight.
Not every case goes smoothly. If a date, an answer or an approval is missing, we log it, alert whoever we agreed on and tell the person who reported it what’s pending. Who gets each alert about a delay or an emergency is agreed with you before we start.
A case that gets stuck · examplePending
- Visit date missingThe contractor hasn’t replied
- We log itIn the ticket, with what was said
- We alert the agreed contactOn the agreed channel
- We say what’s pendingTo the reporter, without them asking
- We follow it until it movesAnd alert again if needed
Illustrated example · contacts and deadlines are agreed with you
AI as a tool for the team
AI suggests. A person decides and replies.
The team uses AI to summarise each request and suggest how to classify it. A person checks every suggestion and sends every reply.
IAAI suggests
- Summarises each case in a few lines
- Classifies it by category and priority
- Flags cases that repeat
- Prepares a first draft of the reply
A person decides
- Talks to whoever reported it when needed
- Confirms or corrects the priority
- Sends the ticket to the contractor
- Checks, completes and sends every reply
Commitments
Four commitments on every ticket.
What you can expect on every request. Hours and specific response times are agreed with you.
A person
Someone on the team is behind every request.
- Reads every request and decides what to do
- Talks to whoever reported it when needed
- Replies under your name, on your channels
Full context
We log what was said so whoever picks up the case has the context.
- What, where and since when
- Photos, contact details, and priority with the reason
- What was said, in the ticket history
Follow-up
We make clear who owns the next step.
- Every ticket followed to closure
- We flag what gets stuck and what’s due
- The person who reported it knows how it’s going
- Confirmation at closure, if agreed
Continuous improvement
We review cases to improve how we handle them.
- We measure the answer, assignment and resolution times your tool allows
- We count the cases that reopen
- Repeat issues made visible so they can be prevented
How we prepare the proposal
To prepare a proposal we need to know what you want covered, during which hours, on which channels, in which tool and with roughly how many requests. With that we set out the tasks and their terms.
Request a proposalLet's talk
Tell us how requests reach you today.
Which spaces you look after, which channels requests come in on, and where they go unanswered. From there, we suggest how to handle them.
What happens next
- 01A conversationYou tell us what you need covered.
- 02A written proposalTasks, hours, channels and platform.
- 03Go-liveOn the date we agree.
Emailinfo@fixfy.cloud