Tickets and SLAs
FM360AI calls the unit of work a ticket; you may call it a work order. Either way it carries the request, the people assigned, the SLA it is being measured against, the checklist, the photos and the sign-off, in one place.
Swipe the screenshot to see all of it.
The problem
Most facilities teams do the work. What they cannot do is show it: who was asked, when they started, what they found, and whether it was finished properly.
What FM360AI does
Assign one technician, pick several with a working date, or assign a technician team so that each member gets the job on their phone. The ticket is resolved when every assigned person has completed their part.
Swipe the screenshot to see all of it.
Define SLA targets by priority, category, sub-category and location, in minutes, hours or days. When a ticket is created the most specific matching policy is attached, and the ticket shows a live countdown for both response and completion. Putting a ticket on hold can pause the clock.
Swipe the screenshot to see all of it.
Each ticket can carry a checklist of numbered steps with required flags, time estimates and safety notes. Supervisors approve or reject each response. QA rules add a final quality gate: approve them all and the ticket closes; reject one and it reopens.
Swipe the screenshot to see all of it.
The closure view puts the technicians' checklist answers next to their before and after photos, so sign-off is a review rather than a formality. A closure reason is required, and the reporter is notified.
Swipe the screenshot to see all of it.
When a ticket closes, the reporter is asked to rate the work from one to five and leave a comment: in the app, or by WhatsApp or email for tickets that arrived that way. Ratings appear in Feedback Management and in the performance reports.
Swipe the screenshot to see all of it.
The list shows status, priority, category, supervisor, SLA and source at a glance, with running counts of open, in-progress, reopened and unassigned tickets above it. Filter by any of them, or by location, asset, date and parent or child tickets.
How it works
Created from an incoming message, the mobile app, the web console, or a recurring maintenance schedule. The matching SLA is attached.
A supervisor assigns a technician, several technicians or a team. Each assignee receives a push notification.
The technician uploads a before photo and starts work, then completes the checklist on their phone.
An after photo is added and the work is marked complete. The ticket waits for the supervisor's review.
The supervisor reviews the evidence, records a closure reason and closes the ticket. The reporter is asked for feedback.
The scope and limits of this part of the product, so there are no surprises later.
In practice, yes. FM360AI uses the word ticket for any unit of work, whether it started as a request from a member of staff or was generated by a preventive maintenance schedule. Larger planned work that groups several tickets is called a work plan.
You define policies by priority, category, sub-category and location. When a ticket is created, FM360AI attaches the most specific active response policy and completion policy that match it. A supervisor can also select a policy on the ticket.
Yes. Assign several people or a whole team. Each person records their own before and after photos and marks their own work complete, and the ticket moves to resolved once everyone has finished.
Yes. From a ticket you can request quotations from vendors, raise purchase orders and track the related documents in the ticket's Q2C tab, so the cost of a job stays attached to the job.
Reporters using the mobile app can follow status, see who is assigned and add comments. Reporters who used WhatsApp or email receive an acknowledgement when the ticket is created and a completion message with a feedback link when it is closed.
Tell us how requests reach your team today and what you maintain. We will walk you through the product on a call, using the workflows that matter to you.
