Purpose
1.1. Automate the ongoing tracking, updating, and communication regarding maintenance ticket status for all units in furnished apartment buildings.
1.2. Ensures maintenance requests are monitored from submission to resolution automatically, reducing human error and accelerating ticket lifecycles.
1.3. Automates status notifications to tenants, building management, and maintenance vendors, improving transparency, accountability, and operational efficiency within the corporate real estate environment.
1.4. Integrates with property management, helpdesk, email, SMS, and collaboration platforms to automate ticket flow and stakeholder updates across multiple systems.
Trigger Conditions
2.1. New maintenance ticket created (via form, API, email, or call).
2.2. Ticket status updated (in-progress, resolved, on-hold, closed).
2.3. Ticket overdue based on SLA or expected timeline.
2.4. Escalation triggered from missed deadlines or flagged via supervisor input.
2.5. Ticket assigned or reassigned to a new maintenance staff or vendor.
Platform Variants
1. Twilio SMS
• Feature/Setting: Automate sending real-time SMS updates using the Twilio REST API; configure webhook to fire on ticket status change.
2. SendGrid
• Feature/Setting: Automate email status notifications using SendGrid’s Mail Send endpoint; configure API key and dynamic email templates.
3. Zendesk
• Feature/Setting: Automate ticket tracking and status triggers via Zendesk APIs; set up Webhooks and Triggers to automate alerting.
4. ServiceNow
• Feature/Setting: Automate maintenance workflow status via ServiceNow ITSM REST Table API; auto-update incident/ticket records.
5. Salesforce
• Feature/Setting: Automate tracking of cases and send status updates via Salesforce Workflow Rules and Process Builder.
6. Freshdesk
• Feature/Setting: Automate ticket status monitoring and notifications using Freshdesk Webhooks and Automations.
7. Slack
• Feature/Setting: Automate status alerts to teams using Slack Incoming Webhooks; push notifications to dedicated Ops channels.
8. Microsoft Teams
• Feature/Setting: Automate automated status messages using Teams Webhooks and Adaptive Cards integration.
9. Google Sheets
• Feature/Setting: Automates logging of ticket status using Google Sheets API with automatic row updates and event-based notifications.
10. Monday.com
• Feature/Setting: Automate board updates for ticket status using Monday.com API’s column value change triggers.
11. Trello
• Feature/Setting: Automate card status movement and notifications using Trello Webhooks and Power-Ups.
12. Jira
• Feature/Setting: Automate ticket flow and automatedly alert teams with Jira Automation Rules tied to ticket transitions.
13. Asana
• Feature/Setting: Automate maintenance tasks and status changes using Asana Rules and Webhooks.
14. Notion
• Feature/Setting: Automates updating of ticket databases and status fields via Notion API when tickets progress.
15. HubSpot
• Feature/Setting: Automates pipeline/ticket status changes and notifications via Workflow automation in Service Hub.
16. SAP Field Service Management
• Feature/Setting: Automate work order status tracking and notifications via SAP FSM APIs and workflow configuration.
17. Quickbase
• Feature/Setting: Automate ticket status fields and workflow automations using Quickbase Pipelines and RESTful endpoints.
18. Outlook
• Feature/Setting: Automates sending scheduled or event-driven maintenance status emails using Outlook REST API and Flow automation.
19. Zoho Desk
• Feature/Setting: Automate ticket tracking and status update messaging using Zoho Desk Automation Rules and APIs.
20. Airtable
• Feature/Setting: Automates record changes and notifications via Airtable Automations and Webhooks.
21. Gmelius
• Feature/Setting: Automate shared inbox alerts and task status using Gmelius Workflow Automations.
22. Intercom
• Feature/Setting: Automate multi-channel status notifications via Intercom’s automated outbound messaging API triggers.
23. Basecamp
• Feature/Setting: Automates updates and ticket timelines in project boards using Basecamp APIs and to-do completions.
24. PagerDuty
• Feature/Setting: Automate escalations and notifications when maintenance tickets breach SLAs, using PagerDuty Events API.
Benefits
4.1. Automates repetitive tracking, reducing manual intervention and effort.
4.2. Boosts SLA adherence with automated alerts for delays or escalations.
4.3. Enhances tenant satisfaction through immediate and transparent status updates.
4.4. Reduces operational costs by automating communication for maintenance workflows.
4.5. Guarantees data consistency and auditability by automating status documentation across platforms.
4.6. Supports scalable, automatable, and repeatable processes for multi-unit or multi-building operations.
Operations & Maintenance Automation