Public Assistance & Complaint Ticketing

Hotline, walk-in, and web complaints in one ticketing system with internal routing and resolution SLAs — so referrals from 8888 and the President's Action Center stop falling into email threads. Every complaint has an owner, a deadline, and a documented resolution.

Typically bought by: Public assistance division chief, agency director, action officers

Standard features — always included

• ✓Multi-channel intake: web form, email, phone log, walk-in, and 8888-referral capture
• ✓Ticket classification by subject, office concerned, and urgency
• ✓Automatic routing rules to responsible divisions with SLA timers
• ✓Escalation ladders when response deadlines lapse
• ✓Resolution recording with supporting documents and approver sign-off
• ✓Complainant notification at each status change (SMS/email)
• ✓Duplicate and repeat-complaint linking
• ✓Anonymous complaint handling with privacy protections
• ✓Analytics: volumes, resolution times, and recurring subjects by office
• ✓Management reports for the 8888 and ARTA compliance requirements
• ✓GovLink-ready: complaints about LGU services refer electronically to the LGU's own request portal when they join

Popular custom additions

Quoted per feature in the configurator — typically ₱3,000–₱18,000 each.

• +Public tracking page by ticket number
• +Hotline agent console with call-log timers
• +Satisfaction survey on closure with tallies per division
• +Knowledge base of resolved-case templates for faster responses

Tech stack

Frontend

Next.js (React)

Backend

Next.js API / Node.js

Database

PostgreSQL

Integrations

Web form intake, Email intake, SMS/email notifications, Document uploads