Complaints, maintenance, requests, and suggestions in one place. Configurable SLA, automatic priorities, and a real-time dashboard.
Book a demo| # | Title | Category | Priority | SLA |
|---|---|---|---|---|
| #412 | Air conditioning won't turn on | Maintenance | High | OK |
| #413 | Leak in bathroom 304 | Urgency | Urgent | Breached |
| #414 | Extra cleaning in room 201 | Cleaning | Medium | OK |
| #415 | Complaint about breakfast | Complaint | Medium | OK |
Every guest request becomes a ticket with a category, priority, and assignee.
Each ticket records the full history: opening, interactions, internal notes, and resolution. Nothing is lost, everything is traceable.
Set resolution deadlines per category and get alerts before a breach.
SLA configurable per category ensures every type of issue is resolved within the right deadline. Automatic alerts before a breach.
A complete view of operations with KPIs, charts, and advanced filters.
A complete view of operations: how many tickets are open, which are overdue, and the average resolution time per category.
Categories, priorities, SLA, and full history on every ticket.
6 pre-configured categories to classify every issue: maintenance, cleaning, information, complaint, request, and urgency.
Automatic deadlines by priority with breach alerts. Each category has its own maximum resolution time.
The team exchanges information about the ticket without the guest seeing it. Full context for whoever takes over the request.
KPIs, charts, and advanced filters for management. Track open, resolved, average time, and SLA compliance.
Each ticket goes to the right person automatically. Maintenance, cleaning, front desk — each team gets what's theirs.
The entire ticket timeline: opening, interactions, internal notes, and resolution. Total traceability.
See the difference between handling issues amateurishly and professionally.
| Manual Management | With DeskHotel |
|---|---|
| Complaints on paper or WhatsApp | Tickets with category and priority |
| No resolution deadline | Configurable SLA with alerts |
| No status visibility | Real-time dashboard |
| Information lost between shifts | History and internal notes |
| No quality metrics | SLA and average-time reports |
A ticket is a formal record of a guest request — a complaint, a maintenance request, an information inquiry, a suggestion, or an urgency. Each ticket has a category, priority, assignee, SLA, and full interaction history.
Yes. The SLA is configurable per category. For example: urgency tickets can have a 1-hour deadline, while information requests can have a 24-hour deadline. Automatic alerts are sent before the deadline is breached.
Tickets are managed internally by the team. The guest receives updates through the support channel (WhatsApp, chat, etc.) as the team resolves the request.
Yes. Tickets are linked to the guest profile in the CRM, enriching the history. The support team can open tickets directly from the conversation, and the loyalty score factors in the issue history.
Request a demo and see how DeskHotel transforms your hotel's issue management with tickets, SLA, and a real-time dashboard.
Book a demo