Maintenance & Operations AutomationPurpose
1.2. Aggregate requests from multiple sources (web forms, email, SMS, voice, chat) and ensure structured, trackable, and responsive maintenance workflows.
1.3. Reduce manual errors, ensure request acknowledgment, fast-track technician assignments, generate status updates, and archive issue history for compliance and analytics.
Trigger Conditions
2.2. Receipt of maintenance request via SMS, call, email, or WhatsApp.
2.3. Entry logged by leasing or onsite management staff.
2.4. API call from tenant mobile app with issue details.
Platform Variants
3.1. Twilio SMS
- Feature: Programmable Messaging Webhook
- Setting: Incoming SMS triggers flow; use webhook URL; configure for sender number and message log.
3.2. SendGrid
- Feature: Inbound Parse Webhook
- Setting: [email protected] inbox forwards new email requests to webhook endpoint for extraction.
3.3. Google Forms
- Feature: Response Notification Add-on
- Setting: Completed form responses trigger webhook to initiate ticket.
3.4. Jotform
- Feature: Webhook Integration
- Setting: Enable webhook on submission to send form data to intake endpoint.
3.5. Microsoft Power Automate
- Feature: Automated Cloud Flow
- Setting: Trigger on Microsoft Forms submission; passes to ticketing API.
3.6. Zapier
- Feature: Webhooks by Zapier
- Setting: Catch hook on Web/Mobile form submit, posts structured data to ticketing system.
3.7. ServiceNow
- Feature: REST API - Table API
- Setting: Create Record endpoint posts intake details into the ‘Incident’/‘Task’ table.
3.8. Zendesk
- Feature: Tickets API
- Setting: POST /api/v2/tickets to open maintenance tickets with JSON payload.
3.9. Salesforce Service Cloud
- Feature: Case Object API
- Setting: POST to /services/data/vXX.X/sobjects/Case for new requests.
3.10. Slack
- Feature: Incoming Webhooks
- Setting: Trigger message to #maintenance-requests with request summary.
3.11. Microsoft Teams
- Feature: Incoming Webhook
- Setting: Posts request card to maintenance channel for manager review.
3.12. Freshdesk
- Feature: Tickets API
- Setting: POST to /api/v2/tickets with request payload.
3.13. Jira Service Management
- Feature: Issue Create API
- Setting: POST /rest/api/3/issue with custom fields mapped to request data.
3.14. Monday.com
- Feature: Create Item Mutation (GraphQL API)
- Setting: Sends maintenance request as ‘item’ in maintenance board.
3.15. Notion
- Feature: API: database item creation
- Setting: Programmatically create new database entry for each request.
3.16. HubSpot Service Hub
- Feature: Tickets API
- Setting: POST /crm/v3/objects/tickets with request data.
3.17. Airtable
- Feature: API: Create Record
- Setting: Creates row in ‘Maintenance Requests’ base.
3.18. Asana
- Feature: Task Creation (API)
- Setting: POST /tasks creates maintenance request as new task.
3.19. Intercom
- Feature: Conversations API
- Setting: Start new conversation with predefined maintenance topic.
3.20. Google Chat
- Feature: Incoming Webhooks
- Setting: Post formatted message to facilities team chat space.
3.21. Smartsheet
- Feature: API: Add Rows
- Setting: Maintenance request becomes new row in tracking sheet.
3.22. Trello
- Feature: Cards API
- Setting: POST to /1/cards with list ID for maintenance board.
3.23. ClickUp
- Feature: Task Create API
- Setting: POST to /api/v2/task in appropriate maintenance list.
3.24. WhatsApp (via Twilio API)
- Feature: Incoming Message Webhook
- Setting: Receive WhatsApp message, post to ticket creation endpoint.
Benefits
4.2. Single workflow aggregates requests from various channels, minimizing lost tickets.
4.3. Requests are enriched automatically (address, priority, attachment parsing).
4.4. Real-time updates and status follow-ups reduce inbound status inquiries.
4.5. Historical logging supports regulatory compliance and maintenance planning.
4.6. Seamless assignment and escalation for urgent building issues.
4.7. Fewer manual data entry errors improve speed and quality of service.
4.8. Analytics-ready ticket data enhances management decision-making.