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What it does

  • Classifies tickets by severity, category, and location.
  • Extracts structured details (issue, unit, photos, tenant contact).
  • Dispatches vendors based on rules, availability, and SLAs.
  • Keeps tenants updated with status and ETAs.

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Why it matters

  • Reduce manual triage time and misrouting.
  • Improve SLA adherence and tenant satisfaction.
  • Keep a clean audit trail across vendors and properties.

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How it works

1

Ingest requests

Accept requests from portals, email, forms, or /api/v1/maintenance. Parse text and attachments into structured fields.
2

Classify and enrich

AI labels severity, category, required skills, and recommended vendor pool. Flags safety-critical issues.
3

Dispatch and notify

Send work orders to vendors, set SLAs, and update tenants with acknowledgements and ETAs.

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Configuration checklist

  • Vendor pools with skills and coverage areas.
  • SLA policies by severity (e.g., emergency 4h, standard 48h).
  • Notification templates for tenant updates and vendor instructions.
  • Webhook or ticketing destinations for work orders.

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Example ticket payload

{
  "ticket_id": "mnt_10021",
  "unit_id": "unit_7C",
  "description": "Water leaking under the kitchen sink for two days",
  "photos": ["https://files.casaai.dev/img/leak1.jpg"],
  "priority_hint": "high"
}

{
  "ticket_id": "mnt_10021",
  "classification": {
    "severity": "urgent",
    "category": "plumbing"
  },
  "vendor_assigned": "vendor_plumb_pro",
  "eta_hours": 6,
  "tenant_update": "Plumber scheduled today by 5pm. Please confirm access."
}

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Diagram