AI-Powered Helpdesk Built for Modern Management Committees
Assign tasks, track complaints, manage escalations with full visibility — across every resident request.
Everything Your Management Committee Needs to Resolve Complaints
Manage complaints with structured workflows, real-time tracking, and complete operational visibility.
Smart Ticket Management & Auto Assignment
Every complaint raised in the ADDA helpdesk is converted into a structured ticket with full context — and routed to the right staff or category instantly, with no manual sorting.
- Unique request number, category, sub-category, flat number, and resident name on every ticket
- Status tracking — New, In-Progress, Closed, Reopened — with days-open counter
- Auto-routing to the right staff or category the moment a ticket is created
- Urgent tickets flagged in red on the dashboard so critical issues are never buried
Category Setup & Automated Responses
Define your complaint categories and let ADDA acknowledge every resident automatically — even after office hours. Office hours are configurable, so the system always responds appropriately.
- Set up categories like Plumbing, Electrical, Housekeeping, Car Parking, Common Area, Security
- Each category can have its own automated acknowledgement message
- Configure separate responses for after-hours requests so residents always feel heard
- Office hours are configurable — the system knows when your team is available
Escalation Matrix — Multi-Level Escalation
Define up to three escalation levels per category — L1, L2, and L3 — each with its own owner, escalation window, and SMS notification. Tickets keep moving even when nobody is watching.
- Up to three levels of escalation per complaint category, each with shift-based assignments
- Shift 1, Shift 2, and Shift 3 can each have a different staff member
- Escalation windows defined in hours or days per level, with automatic SMS alerts
- Missed deadline at L1 auto-escalates to L2; missed L2 auto-escalates to L3
Ticket Resolution & Re-Opening
Once resolved, every ticket is closed with a full record of who handled it, what was done, and when. If the resident finds the issue persists, the ticket can be reopened — fully audited.
- Full audit trail from open to close to reopen, with timestamps for every action
- MC can see which complaints required multiple resolution attempts
- Prevents staff from prematurely closing tickets without real fixes
- Protects residents from recurring issues being dismissed as done
Staff & Vendor Access Controls
Give each staff member and vendor access only to the tickets they need to see — configured category-wise and block-wise. Every action is logged for full accountability.
- Category-wise and block-wise access — the Block A electrician sees only Block A electrical tickets
- Vendors see only the tickets assigned to them, nothing more
- Vendors update status, add notes, and upload photos via the Community Manager App
- Every staff and vendor action is logged within the ticket for accountability
Manage All Your Society's Helpdesk Tickets in One Place
Assign tickets, track progress, and ensure every complaint is resolved on time.
Book a Demo
Preferred Service Date & Service Catalog
Publish in-unit services with fixed charges. Residents book and pay inside the app, and pick a preferred service date — so staff plan visits around real availability.
- Services listed with transparent, fixed pricing
- Residents book and pay directly inside the ADDA app
- Residents specify their preferred service date and time slot when raising a request
- Reduces wasted trips and missed appointments on both sides
Admin-Side Internal Communication
All ticket-related discussion happens inside the ticket — not on WhatsApp. Admins add notes, tag teammates, and keep full context in one place where it belongs.
- Notes and @mentions live inside each ticket — full context for every team member
- New staff can read ticket history and get up to speed immediately
- Eliminates scattered WhatsApp conversations and untracked decisions
- No institutional knowledge is lost when a staff member leaves
Community Manager App — Helpdesk On the Go
MC members, staff, and vendors get full helpdesk access from their phone — update tickets, capture photos, receive escalation alerts, and track live metrics from anywhere.
- Update tickets directly from the phone, in the field
- Capture on-site photos and notes instantly as proof of work
- Escalation alerts reach managers in real time wherever they are
- Live metrics trackable from anywhere — operations don't stop when you leave the office
DLP Tracking
During the Defect Liability Period, ADDA tracks unit handover dates and DLP expiry automatically — drawing a clear line between developer and association responsibility.
- Tracks handover dates and DLP expiry per unit, automatically
- Auto-alerts when the liability period is approaching its end
- Defines clear boundaries between developer and association responsibility
- Prevents disputes over what is covered and what is not
Advanced Reports & Analytics
Every closed ticket generates data. Category, staff, vendor, SLA, and resident-satisfaction reports give MCs the visibility they need to drive real improvement.
- Category-wise reports surface recurring issues — plumbing, electrical, waste
- Staff utilisation reports show workload distribution across the team
- Turnaround time metrics track SLA compliance over time
- Resident satisfaction reports measure real service quality after closure
Explore other features
Pioneering this segment since 2009
Ad-Free, Always
Act Certified
App Store Rating
Features Built-in
27001 Certified
Years of Leadership
Why an Easy-to-Use Helpdesk is Non-Negotiable for Association Management
Resident Delight
Quick, accurate resolutions build trust. When residents see their complaints actioned on time, every time, satisfaction follows naturally.
Complete Visibility
Turnaround times, escalations, pending tickets — everything your MC needs to stay ahead of problems, not behind them.
Clear Accountability
Every complaint has a clear owner from start to finish. No confusion, no back-and-forth, no falling through the cracks.
Agility on the Go
Society operations don't stop when you leave the office. Respond to escalations, update tickets, and stay in control from anywhere.
What Communities Say
"Helpdesk is easy to use and works wonders for senior citizens who are not that tech savvy."
"Helpdesk ticket tracker helped a lot. It has become the starting point for office staff and various contractors working with us."
"ADDA has helped us streamline helpdesk operations and manage issues efficiently across our large community."