The problem
Post-handover warranty service usually runs on spreadsheets and phone calls: the customer calls, someone at the front desk writes it down, and then calls again to relay it to engineering. Beyond being slow, this process doesn't distinguish an urgent leak from a cosmetic issue — both land in the same queue. And when a ticket is marked "resolved," often no one confirms with the customer that the problem actually went away.
How the automation works
1. Customer opens the ticket themselves. The customer describes the problem over WhatsApp or a portal form — no need to call and wait for someone to write it down.
2. Automatic classification. The automation identifies the problem category (plumbing, electrical, structural, finishing) and severity (urgent, normal, cosmetic), and checks whether the unit is still within the warranty period for that type of item.
3. Routing by urgency. If it's outside the warranty period, the customer immediately gets an automatic response and is routed to sales — no technical ticket opened for nothing. If it's urgent (a leak, structural risk), the technician on duty is notified right away, outside the normal queue. Everything else enters the queue with an inspection automatically scheduled.
4. Closing with customer confirmation. When the technician marks the ticket resolved, the automation waits a day and sends a short satisfaction survey. If the rating is low or the customer says the problem persists, the ticket reopens on its own and goes back to the technician with high priority — it doesn't die on a "resolved" status that wasn't true.
5. A consolidated view for management. Periodically, ratings and ticket categories are grouped by development, flagging where ticket volume or severity is out of the ordinary — before it turns into a wave of complaints.
Platforms used (and possible alternatives)
| Function | Used in this case | Also works with |
|---|---|---|
| Ticket intake channel | WhatsApp Business | Website form, customer portal chat |
| Warranty period lookup | Sienge | TOTVS Construtor, SAP Business One |
| Technical inspection scheduling | Google Calendar / Outlook | Calendly, Cal.com |
| Satisfaction survey | Email or SMS as a backup |
What this automation prevents
An urgent ticket doesn't sit in the same queue as a cosmetic one. No one has to call again to ask "so, was my ticket resolved?" — the automation already asks. And management sees a development with an unusually high ticket volume before it becomes a legal or reputational problem.
Does your construction or development company handle this kind of ticket today? Talk to us for a free diagnosis.