The WhatsApp of your academy, your language school, your tuition centre, your front desk, answered.

Tuesday, 17:55. The six o'clock teacher walks into room 3 and the projector won't switch on. It used to be mentioned to reception, who scribbled it on a slip of paper. Now the teacher sends a photo to the centre's WhatsApp: Bedel creates the ticket, alerts whoever looks after the equipment and notes the time. If the deadline gets close and nobody has picked it up, Bedel sends a reminder; if it passes, it goes up to the director of studies. At night, the summary says what still isn't fixed.

What it is and what it isn't. Bedel picks up what an academy's staff report on WhatsApp and stays with it until someone closes it. It isn't academy management software: no enrolments, fees, timetables or attendance, and no channel for students. The people on the centre's list are the ones who report: reception, teachers and coordinators.

What someone writes: "The projector in room 3 won't switch on", with a photo

Bedel's response: Creates the fault ticket with the photo and alerts the equipment technician, with buttons. The teacher sees when it's accepted and when it's resolved

What someone writes: "The air con in room 5 is dripping onto the desk"

Bedel's response: A maintenance ticket with its deadline. Each time it drips there's a new row with the room and the times, so anyone can see it keeps happening

What someone writes: A voice note from reception: "the door to room 2 won't shut"

Bedel's response: Transcribes it, creates the ticket, asks for the floor if it's missing and sends it to the right phone, at eight in the evening as well

What someone writes: "Until what time can I use the staff room?"

Bedel's response: Replies with whatever the centre has put in writing. If there's nothing, it hands it to a person

What someone writes: A visiting teacher writes in Spanish: "Hola, no hay wifi en el aula 4"

Bedel's response: Replies in Spanish and opens the IT ticket with the room

What someone writes: "There's a smell of gas in the basement"

Bedel's response: An emergency: it doesn't wait for any deadline. It alerts the team at once and tells whoever wrote to get out and call 112

Rooms are shared out by time slot, so an unfixed fault gets passed on to whichever teacher comes in next. Today the report stays at reception, on a slip of paper or in the teachers' group chat.

• Projectors, screens and computers: that's IT, and it goes to a different phone from maintenance.
• Air conditioning and heating: it drips, won't cool down or won't warm up. A June room with the windows shut can't get through an afternoon.
• Doors and locks: a classroom door that won't shut, or the front door left open after the last class.
• Water, power and the building alarm: what can't wait, even with the centre closed.

An academy is busiest when other buildings are emptying. Every ticket goes to a named phone, never to a group, following the structure and rota: maintenance, IT and cleaning, with the director of studies or the centre's director above them.

• Outside each role's hours, only what you mark as urgent reaches the on-call phone; the rest waits for the next shift, with the time of the report noted.
• Each category has its own deadline and two reminders. If it runs out, the ticket goes up once to the person above; if it's urgent, it rings again every day until it's closed.
• A freelance engineer with WhatsApp joins the structure as one more role, and closes the ticket with a photo or a note.
• The dashboard shows who accepts each report and how long they take, in windows of 7, 30 and 90 days, and every night the summary arrives by email.

Many academies teach children and teenagers. The fault WhatsApp belongs to staff, and a ticket only needs the room and what's wrong: "room 3, projector".

• Tickets carry no student names: that's agreed in writing at the kick-off session.
• Anything affecting a student goes through whatever channels the academy already has; this chat isn't one of them.
• The academy's owner answers for the data. Bedel acts as processor, with a published contract and the data held in the European Union, under article 28 of the EU's GDPR. More on GDPR.

As far as we know, no Spanish national rule governs classroom maintenance at an academy, and whatever your local authority or your own country asks for is for your adviser to confirm. What does apply in Spain is Royal Decree 486/1997, because teachers work in the classroom.

• In Spain, its annex I, part A, section 10, asks for escape routes to be kept clear of any object so they can be used without hindrance. A bike in the corridor is a question the assistant answers from your rules.
• Its annex II, section 4, asks for periodic maintenance and for anything affecting safety to be put right quickly.
• In Spain, Law 31/1995 places on workers the duty to tell their superior at once when there's a risk (art. 29.2.4); the WhatsApp message keeps the date.

A half-hour call with management and whoever looks after maintenance is enough. No students are added: only the staff who report are signed up.

• Who covers what, who sits above them and who answers in the evenings and on Saturdays.
• What you call each thing — "room", "projector", "air con" — its deadline, and what's urgent before another group comes in.

• It doesn't run the academy: no enrolments, fees, timetables, attendance or room bookings.
• It doesn't deal with students or collect their data in tickets.
• It doesn't link to your management software, or to a supplier's.
• Each academy is a separate account: there's no combined view.
• It doesn't handle maintenance contracts or scheduled servicing; only the report.

• Incident management on WhatsApp
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