Freshdesk

Construction doesn’t end at handover.

Warranty calls, punch list fixes, and resident complaints keep flowing in long after the ribbon is cut. Managing all of this manually—by phone, email, or spreadsheet—is a guaranteed mess.

Requests get lost.

Issues get duplicated.

No one knows who’s fixing what.

And it reflects badly on your firm.

Freshdesk changes that.

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WHAT IS FRESHDESK?

Freshdesk is a cloud-based customer service and helpdesk platform.

It helps teams:

• Track service requests
• Route issues to the right person
• Monitor resolution status
• Stay compliant with warranty and client obligations
• Centralize communication after project handover

Think of it like a ticket system for construction support.

Each issue—like a drywall crack, plumbing leak, or HVAC noise—becomes a trackable task, visible to the right subcontractor or team lead.

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WHY IT’S USEFUL FOR CONSTRUCTION PROFESSIONALS

Let’s break it down by real benefits.

🛠️ Manage Post-Handover Chaos

Construction teams can receive:

• Warranty claims
• Defect notifications
• Repair requests
• Minor post-occupancy adjustments
• Service calls for long-term maintenance

Freshdesk turns every issue into a structured support ticket:

• Logged by the client or property manager
• Categorized by issue type
• Automatically routed based on keywords, location, or urgency
• Monitored by your team in one dashboard

You never miss a request. You always know what’s pending.

🧭 Centralized Communication With Owners & Clients

All communication is logged within each ticket:

• Photos
• Attachments
• Status updates
• Subcontractor comments
• Completion confirmations

No more digging through 15 email threads or 10 WhatsApp groups.

Every stakeholder—PMs, subcontractors, office staff—can see the same truth in one place.

🧩 Automate Ticket Routing

Based on rules, you can auto-assign tasks.

For example:

• Electrical issues → routed to your electrical subcontractor
• HVAC complaints → assigned to internal MEP coordinator
• General feedback → sent to the project director

You can set up business hours, escalation policies, or SLAs to ensure timely response.

🧾 Stay Compliant With Warranty Terms

Many contracts include:

• 2-year workmanship warranties
• Specific repair timelines (e.g., within 48 hours of report)
• Documentation obligations (for legal or audit purposes)

Freshdesk helps you:

• Time-stamp all tickets
• Track resolution duration
• Provide proof of response
• Maintain a log for dispute protection

This isn’t just about service.

It’s about risk reduction and client trust.

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HOW FRESHDESK SUPPORTS DIFFERENT ROLES IN A CONSTRUCTION FIRM

Role	How Freshdesk Helps
Project Manager	Logs, tracks, and closes client issues quickly
Warranty Coordinator	Assigns subcontractors automatically, sets repair deadlines
Office Admin	Uses dashboard to organize inbound requests
Subcontractors	Receive clean, detailed work orders with status tracking
Clients/Residents	Submit tickets via form or portal, get notified when resolved

This removes guesswork and unnecessary follow-ups across the board.

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USE CASE EXAMPLE: MANAGING A 200-UNIT HANDOVER

After finishing a large residential development, your firm begins the 2-year warranty period.

Instead of phone calls or manual reports, you launch a Freshdesk portal where:

• Residents submit issues directly (via form, app, or QR code in lobby)
• Each issue becomes a ticket with photos and notes
• Contractors are auto-notified when assigned
• All updates are stored in one place
• Residents are notified when it’s resolved

Result?

• No missed requests
• No duplicated communication
• Clear documentation for the developer
• Faster turnaround and fewer client complaints

And your reputation stays intact—even after the job is done.

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FRESHDESK FEATURES CONSTRUCTION FIRMS LOVE

📬 Multichannel Input

Freshdesk accepts requests via:

• Email
• Web forms
• Chatbot
• WhatsApp
• Mobile app

Perfect for residents, tenants, or owners with different tech comfort levels.

🔄 Workflow Automation

You can create logic like:

“If request contains ‘flood’ or ‘leak’, mark urgent and notify plumbing lead.”

“If ticket unresolved in 3 days, escalate to senior PM.”

This saves hours of triaging.

📊 Real-Time Dashboards

See at a glance:

• Total open requests
• Average resolution time
• Subcontractor performance
• Warranty issue categories

Use this to generate reports, identify patterns, or benchmark response times.

🧾 Internal Notes & Collaborator Access

Add internal memos to a ticket without showing clients. Tag collaborators or loop in trade partners without revealing full threads.

Great for back-office coordination.

🔁 Customer Satisfaction Surveys

After closing a ticket, Freshdesk can send an auto-survey asking:

“Was your issue resolved to your satisfaction?”

This helps you measure satisfaction beyond handover.

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STORY: HOW A PROJECT COORDINATOR SAVED HER FIRM 25+ HOURS PER MONTH

Before Freshdesk, every resident call went through the front desk.

Then:

• The office assistant would write it down
• Call the PM or site lead
• Wait for status updates
• Follow up with the resident via phone

One missed voicemail could delay fixes by days.

After launching Freshdesk:

• Residents submit directly online
• Issues are auto-assigned
• Subcontractors update the ticket
• Office team monitors everything in the dashboard
• Status is visible to both staff and residents

Workload dropped. Complaints dropped.

And the coordinator stopped chasing people for updates every afternoon.

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FRESHDESK VS. GENERIC CRM TOOLS

Feature	Generic CRM Tools	Freshdesk
Designed for issue tracking	❌	✅
Auto-routing of trades	❌	✅
Custom SLA management	❌	✅
Built-in escalation alerts	❌	✅
Seamless client + sub access	❌	✅

Freshdesk isn’t a marketing tool.

It’s a post-construction operations system—with accountability baked in.

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WHO SHOULD USE FRESHDESK IN CONSTRUCTION?

It’s ideal for:

• General contractors
• Property developers
• Design-build firms
• Renovation contractors with warranty obligations
• Subcontractors managing post-handover support
• Consultants managing large-scale defect coordination

If your team manages more than 10 post-handover requests a month, you’ll save time immediately.

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FRESHDESK INTEGRATIONS FOR CONSTRUCTION FIRMS

Freshdesk can connect to:

• Google Workspace (Docs, Drive, Gmail)
• Slack
• Trello or Monday.com
• WhatsApp or SMS
• Procore or Autodesk (via Zapier/Make)
• Reporting tools like Power BI

So you can embed it into your existing tech stack without starting over.

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PRICING & ACCESS

Freshdesk offers:

• A free plan with basic ticketing features
• Paid tiers with SLAs, automation, and advanced reports
• Affordable team-based pricing for small to medium-sized firms

You can test drive it before scaling up.

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FAQ – FRESHDESK FOR CONSTRUCTION

Can clients submit without logging in?

Yes. You can offer public-facing forms that route straight into your dashboard.

Can we use it for internal issues too?

Yes. Many firms use it for internal ticketing (e.g., staff support, tech requests, internal QA).

What if a subcontractor doesn’t check the ticket system?

You can set up email or SMS alerts. No need for them to log into the full platform.

Can we brand the portal with our logo?

Yes. You can customize the look and feel of the support portal to match your construction company brand.

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FINAL THOUGHTS: DON’T LOSE THE LAST PHASE OF THE PROJECT

Construction doesn’t stop at handover.

If anything, that’s when your reputation is truly tested.

Freshdesk helps you deliver:

• Fast response
• Clean coordination
• Solid documentation
• Peace of mind to your clients

It turns scattered service chaos into structured communication—without adding headcount.

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TRY FRESHDESK

👉 Want to manage post-handover support like a pro?

Deliver better service. Close tickets faster.

Stay compliant—and stay trusted.