Incident Reporting

A voice interaction.
Two incident tickets created.
Ten seconds.

No more lengthy forms that no one wants to fill out. NOVA listens, categorizes, prioritizes, and locates each incident, then routes tickets to the right team Your users simply report issues, and your managers handle them efficiently.

I'm listening...

I'm in Room B23; the air conditioning isn't working, and there's a coffee stain on the carpet that needs to be cleaned up right away.

2 tickets created, classified, and routed. Location B23 identified.

#CVC-2417 · CVC Room B23

High priority

Partner CMMS Auto Routing

#NET-2418 · Cleaning Room B23

Medium priority

In-house team Auto Routing

B23 recognized

There is a water leak in the men's restroom on the 3rd floor, near the cafeteria.

Plumbing work order created. Location: 3rd floor, cafeteria area.

#PLB-2419 · Plumbing on the 3rd Floor

Men's restroom, cafeteria area

Partner CMMS Priority 1

What's the status of my ticket for Room 412?

In progress. A Schneider Electric technician arrived on site at 10:12 a.m.; estimated resolution time is 11:30 a.m.

#CVC-2410 · Room 412

Schneider Electric On-Site Technician

Arrived at 10:12 a.m. Estimated time of arrival: 11:30 a.m.

Notify the resolution

User View, Amélie

With just one sentence, multiple support tickets are created and routed. Your employees report the issue, and NOVA takes care of the rest.

Everything is within earshot!

01 Step 1
One vocal intention, two incidents.

Amélie opens NOVA and describes her two problems in a single sentence, accompanied by a photo of the carpet. NOVA transcribes her words in real time and automatically identifies Room B23.
02 Step 2
Two tickets qualified by NOVA.

NOVA creates two separate tickets, each categorized, prioritized, and assigned a location. Amélie finds them in her incident dashboard.
03 Step 3
Real-time tracking.

Amélie tracks the progress of her two incidents directly in the app, without having to follow up or enter any additional information. Status updates appear in real time, with colored dots that change as the status updates.
04 Step 4
Confirmation by the employee.

Once the carpet has been treated, Marc (in-house operations agent) asks Amélie to confirm that the result is satisfactory. The ticket is not closed until then. Direct, personal interaction; no NOVA handoff.
05 Step 5
Resolution Notice signed by NOVA.

NOVA notifies Amélie that her two issues have been resolved and asks her to rate the service. Following the NOVA rating system to the letter: 5 stars in a row with a single tap.

I'm in Room B23; the air conditioning isn't working, and there's a coffee stain on the carpet that needs to be cleaned up right away.

Transcription in progress; Room B23 has been identified.

Attached photo of the carpet B23 auto-detected

I'm in Room B23; the air conditioning isn't working, and there's a coffee stain on the carpet that needs to be cleaned up right away.

Tickets created by NOVA—you can find them in your incident dashboard:

Open

#CVC-2417 · CVC Room B23

High priority

HVAC Category Partner Routing

Open

#NET-2418 · Room B23

Medium priority

Cleaning Category In-house Team

What's the status of my two reports?

Real-time tracking directly in the app, without any reminders.

In Progress

#CVC-2417 · Room B23

Technician arrived at 10:12 am

Schneider Electric Estimated time: 11:30 am

Supported

#NET-2418 · Room B23

Scheduled presentation at 11:00 am

In-house team

Task completed. Can you confirm that this is okay with you?

Resolved

#NET-2418 · Room B23

Marc, Internal Operations Agent

In-app exchange Employee verification

Great, thank you.

Confirmed by the employee

NOVA would like to inform you that your two requests have been resolved.

Check the resolution with a single tap.

Rated

Rapid Assessment

5/5

NPS Powered Resolution

Administrator View: The Console

NOVA assesses the situation and routes it through the CMMS or the integrated ticketing system. Your teams handle the issue, and occupants are notified instantly. Their satisfaction is at the heart of the process.

01 Step 1
Qualifying tickets upon arrival.

Amélie's two incidents appear in the console, already categorized, prioritized, and geolocated by NOVA. No manual classification is required.
02 Step 2, new V2
Duplicates detected; merge proposed by NOVA.

NOVA detects that the HVAC outage in B23 had already been reported that same morning by Mehdi (8:47 am) and Lucas (9:12 am). It suggests merging the tickets to the manager, who approves the merge with a single tap. The janitorial ticket remains separate.
03 Step 3
Automatic routing to the correct system.

The consolidated CVC ticket is routed to the partner CMMS (Schneider Electric). The cleaning ticket remains in the SaaSOffice integrated ticketing system, assigned to the internal operations team
04 Step 4
A console that combines the two streams.

Tasks proceed in parallel across two different systems. The console tracks them in a unified table, with statuses updated in real time.
05 Step 5
Employee satisfaction is linked to management.

The 5-star ratings are fed into the dashboard; the site’s resolution NPS (4.7 → 4.8) and service provider quality tracking (Schneider Electric row increased) have been updated. Direct link to the Reporting and Management page.

WITH OR WITHOUT NOVA

You can see the difference right from the first ticket.

Six mirrored lines. What your employees are enduring today is what they’ll love tomorrow.

WITH NOVA The experience your employees love

WITHOUT NOVA The experience your employees go through

Statement

One voice request results in multiple tickets being automatically created, categorized, and assigned.

Tedious forms. The anomalies persist unnoticed.

Duplicates

NOVA detects duplicate reports and offers to merge them with a single tap.

A single incident generates multiple tickets simultaneously, overwhelming the support staff.

Qualification

Pre-qualified upon arrival: category, priority, location.

Poorly tagged tickets. Your teams are wasting time categorizing them.

Validation

The ticket is not closed until the employee confirms it. Built-in 5-star rating.

The ticket is closed when the agent decides to do so. The employee has no say in the matter.

Integrated ticketing

SaaSOffice native ticketing for your internal teams, with native synchronization with your CMMS partners.

Choose between a partner CMMS and an internal ticketing tool. One or the other—not both.

Management

Real-time dashboards, NPS by site, and service provider quality tracking by contract.

Decision-making based on instinct. No NPS resolution, no fact-based decision-making.

Request a demo

FAQ: INCIDENTS

Your Questions About Incident Management

Does NOVA really handle multiple incidents in a single sentence?

Yes. NOVA is trained to break down a spoken request that contains several distinct topics (“the AC isn’t working anymore, and there’s a stain on the carpet”). Each topic becomes a separate ticket, which is categorized, prioritized, and assigned a location. If NOVA detects an ambiguity (a single plural topic or two related topics), it asks the employee for clarification before creating the tickets.

What if NOVA doesn't understand the incident?

The ticket arrives in the manager's console in the "To Be Classified" queue. The manager either fills in the details manually (type, priority, location) or requests clarification from the employee via NOVA. Graceful failure pattern: the ticket is never lost, and the employee is never held up by a misinterpreted voice command.

Will you replace my CMMS, or will you sync with it?

Either option is available. SaaSOffice includes a native ticketing system that your internal operations teams can use directly. And we sync with the leading CMMS systems on the market (Schneider Electric, Bouygues Énergies, Veolia, Engie Solutions, and others) for your external service providers. Tickets are routed automatically based on the type of incident. You keep your existing CMMS contracts and gain an integrated ticketing channel for your internal teams.

Incident Reporting

No more lengthy forms that no one wants to fill out. NOVA listens, categorizes, prioritizes, and locates each incident, then routes tickets to the right team Your users simply report issues, and your managers handle them efficiently.

One vocal intention, two incidents.

Two tickets qualified by NOVA.

Real-time tracking.

Confirmation by the employee.

Resolution Notice signed by NOVA.

Qualifying tickets upon arrival.

Duplicates detected; merge proposed by NOVA.

Automatic routing to the correct system.

A console that combines the two streams.

Employee satisfaction is linked to management.

Your incidents in ten seconds, starting tomorrow.