Feature
Every fault with its deadline, its owner and its closure
Thursday, 22:40. A resident on the third floor sends a photo of the bathroom tap and writes "water won't stop coming out". Bedel opens the maintenance ticket, replies with its number and classifies it as plumbing. Because the centre has set things up so that what can wait does not ring at night, it holds it for whoever comes on first thing, and the deadline starts counting when it is delivered. In the morning the technician on shift has it on their WhatsApp, with buttons to accept it, say when they will come and close it with a photo of the repair. The resident hears about every step.
What someone writes, and what happens to each report
| What the resident or the team writes | What Bedel does |
|---|---|
| A photo of the shower, without a word | A photo on its own is enough to open the ticket: the AI looks at it and works out what is broken. If several photos arrive in a row, they go to the same ticket. It replies with the incident number |
| A voice note: "the corridor light on the second floor has gone" | It transcribes it, up to 10 MB, and treats it like text: category, urgency and the area of the org chart that handles it |
| "It smells of burning in the meter room", at 3:00 | Urgent: the notice goes to everyone in the role at once. What is urgent is not held for the morning, even if the centre has set up night-time quiet |
| "The blind in 214 won't come down", on a Saturday at 11:00 | If the centre has no maintenance at the weekend, the ticket is held and delivered on Monday when it opens, with the deadline counted from delivery. Whoever reported it is told it has been noted and when the team will see it |
| "A bulb has gone in the study room" | Low priority: it does not ring straight away. It goes into the summary the role receives in the morning |
| The technician taps "Accept, today" | Whoever reported it is told their fault has been accepted and for when, even if their 24-hour window is closed. When finished, the technician taps "Resolved" and Bedel asks for a photo of the repair |
| "The cistern is leaking again", from the same room | If a fault in the same category was fixed there in the last 12 months, the notice to the technician carries the "REPETIDA" (repeated) flag, which time it is and the earlier tickets. The resident does not see it |
How it comes in: text, photo or voice note
Nobody fills in a form. The resident writes the way they would write to the front desk, sends a photo or a voice note, and Bedel takes from that what it needs to open the ticket: what is broken, where and how urgent it is. The team can open one the same way from their own WhatsApp, with "/averia" and what is wrong.
- The AI classifies the message: if it is an incident, it gives it one of the categories the centre has configured, a high, medium or low urgency and the area that handles it.
- The code corrects the category when the broken object calls for it: an appliance that breaks down in the kitchen goes to the appliances category and to the role the centre has assigned it, not to the kitchen.
- Messages from the same conversation about the same fault within 12 hours are merged into the open ticket; so is a photo or a photo caption within the following 15 minutes.
- Every ticket has a number from the first message, and whoever reported it gets that number in the reply.
Who it reaches, and when
The notice goes to a role in the org chart, not to a group, and within the role to whoever is on shift. Urgency decides how many people receive it; the centre's hours decide whether it rings now or when the centre opens. How the person is chosen and what happens if they do not answer, in escalation to people.
- Urgent: to everyone in the role at once, at any hour.
- High or medium: to the first person in the rotation; if nobody accepts it, it passes once to the next.
- Only to whoever is on shift; if nobody is at that hour, to the role that covers those hours.
- Low: it does not ring straight away and goes into the role's summary each morning.
- Nights and weekends, if the centre switches it on: what can wait is delivered when the centre opens, and the deadline counts from delivery.
The deadline, and what happens as it nears or passes
Each category has its deadline in hours, its SLA, and the centre sets it. Bedel does not flood anyone's phone: it reminds before the deadline, insists only on what is urgent and leaves the rest for a short notice on Mondays. That no ticket is left with nobody behind it is covered by a daily message to management.
- A reminder to whoever holds the ticket at 50 % and at 85 % of the deadline, at most one every half hour.
- An urgent ticket that goes overdue rings again once a day for whoever holds it; after three days management is told once, without taking the ticket away from anyone.
- On Mondays, between 9:00 and 12:00, anyone with tickets in their role left unclaimed for more than two days gets two lines: how many there are and to write "MIS TAREAS" (my tasks) to see them.
- Every morning, management receives a single message with the tickets that have been left without an owner, on the days the centre is in service.
- "I'll be a while" or a resolution date stop the clock, and whoever reported it is told.
The technician runs it from their WhatsApp
Whoever fixes things does not need to open the dashboard. They receive the ticket with the description and the photos, and manage it with buttons: they accept it, say when they will come, mark it in progress and close it. If the centre requires a photo of the repair, which is how it comes, Bedel asks for it before marking the ticket as resolved.
- Accepting is one tap: "Accept, today", "Accept, tomorrow" or "Accept" and set the time later.
- Then three buttons remain: talk to whoever reported it through the same number, in progress and resolved. Call, ask for another photo, I'll be a while, resolve with a note and cannot be fixed are there by writing "MENÚ" (menu).
- For trivial jobs there is "Resolved without photo", and it is recorded that it was closed that way.
- "Cannot be fixed" is not the technician's call: it goes to the centre's management, who confirm it or not with two buttons.
What the person who reported it receives, and what is left in writing
The resident does not have to ask how their report is going. They get a message when their fault is accepted, when it is given a date, when it is resolved and if it is reopened, even if days have passed: if their 24-hour window is closed, it goes out as a template. When it is resolved, a short survey follows.
- The survey depends on the plan: three buttons ("Yes, perfect", "More or less", "No, still wrong") or a double 1-to-5 rating, of the service and of the attention. The centre can switch it off.
- A negative rating reopens the ticket and puts it back in the role's queue.
- The dashboard downloads an Excel file of tickets with the columns of a fault log: number, date, who spotted it, category, room or common area, who was notified, notification, acceptance and resolution dates, hours to resolve and remarks.
- It includes a summary sheet of months by years, calculated from the same rows. Each ticket's times and status, in the dashboard and its metrics.
What it does not do
- An overdue ticket that is not urgent does not ring again every day: it goes into the Monday notice. It is built that way so the team does not learn to mute their phone.
- It does not record external contractors or the technician's working hours. The Excel file gives hours to resolve, which is not the same thing.
- Voice notes are transcribed with the AI model Bedel comes with as standard; if the centre chooses another, the audio is left for a person to listen to and the resident is asked to write it.
- The repeated-fault flag is for whoever does the repair: the resident does not see it.
- It is not a CMMS: there is no equipment inventory and no planned periodic tasks.
Frequently asked questions
Do residents or staff have to install anything?
No. Residents write to the centre's WhatsApp number, as they already do, and the team receives and manages tickets from their own WhatsApp, with buttons. The dashboard is for whoever wants to see the state of everything, set categories and deadlines or download the Excel file, but day-to-day work does not need it.
What happens to a fault reported at three in the morning?
It depends on its urgency and on the hours the centre has configured. What is urgent rings at that moment for everyone in the relevant role. If the centre has switched on its out-of-service window, what can wait is held and delivered to whoever comes on shift, and the deadline starts counting from delivery, not from three o'clock. The resident still gets their number and is told when the team will see it.
Who decides the deadline for each fault?
The centre. Each category, whether plumbing, electrics or whatever it has configured, carries its deadline in hours. Bedel reminds whoever holds the ticket when half the deadline has passed and when 85 % has passed. If it is urgent and goes overdue, it rings again once a day and after three days management knows. What is not urgent and goes overdue enters the weekly Monday notice.
What if the resident sends three messages and four photos about the same thing?
It stays as a single ticket. Messages from the same conversation about the same fault within the last 12 hours are merged into the open ticket, and a photo or caption arriving within the following 15 minutes is added to it. If the second message is about something else, with another category, a new ticket is opened.
Can the technician close a fault without a photo?
If the centre requires a photo of the repair, which is the default setting, tapping "Resolved" makes Bedel ask for it before closing. For trivial jobs, such as changing a bulb, there is a resolved-without-photo button, and it is recorded that it was closed that way. If the technician says it cannot be fixed, it is not closed: the centre's management decides with two buttons.
Can we keep our fault log?
Yes, with its columns. From the dashboard you download an Excel file of tickets with number, date, who spotted it, category, room or common area, who was notified, notification, acceptance and resolution dates and hours to resolve, with a summary sheet of months by years. What Bedel does not know, such as the external contractor, is left blank.
Related features
- Preventive maintenanceEvery month, Maintenance receives via WhatsApp the dated inspections and certificates that are due, loaded from the centre's own logbook.
- Escalation to peopleAnything about money, health, exceptions or conflicts goes to one specific phone by org chart and shift, and emergencies go to the crisis posts.
- Dashboard and metricsConversation history and search, metrics that come from counting rows, team roles and shifts, and data protection rights carried out from the dashboard.
For each type of centre
- Colegios mayoresFor colegios mayores: the dining hall with its cancellations, packed lunches and allergens; activities with their call and their survey; families and applicants; and what belongs to management, to management.
- University residencesFor residences owned by or affiliated with a university: support in each resident's language, repairs and cleaning with outside contractors, the arrivals of each semester and enquiries about places.
- Student residencesFor student residences and PBSA operators: WhatsApp support in the resident's language, repairs with an owner and a deadline, arrivals, presence and parcels.
- ColivingFor coliving and flex living: support in each resident's language, repairs with an owner and a deadline, common-room bookings, parcels and announcements without groups.
- Researcher residencesFor researcher, graduate and visiting-faculty residences: arrivals any week of the year, replies in each person's language, contracted maintenance and cleaning, and the end of every stay.
- Hostels and alberguesFor hostels, albergues and pilgrim hostels: house questions answered in each guest's language, repairs with an owner and a deadline, and the night covered with nobody at the desk.
- Holiday apartmentsFor holiday apartments, aparthotels and mid-stay lets: replies in the guest's language, repairs with a technician and a deadline, housekeeping requests between stays and house rules.
- Build to rentFor build-to-rent and flex living buildings: repairs with an owner and a deadline even when maintenance is outsourced, parcels with a notice, shared-space bookings, building notices and house rules answered.