Help Desk

Power up your customer service team with Pilera’s help desk, the only platform designed for community managers.  Restore efficiency and reinvigorate your customer support team with the easiest to use tools in the market.

Robust Customer Support Management – NEW!

Power your client services team with one place to manage all support requests from start to finish.  You no longer have to use separate applications or third-party support software to deliver the support your residents deserve.

Give your residents an easy way to submit requests and receive updates.

Keep your team aligned with ticket assignment, due dates, and internal comments.

Know what was done for every request and how it was resolved with audit tracking.

Easily filter data through powerful dashboards so you can plan your day better or manage staff workload. 

Run your business more efficiently with community and portfolio-level reports.   

Customer Support Management feature

Maryland customer since 2019

“The support ticket is a Godsend, by the way! When I presented the support tickets to the Board, they were so happy! They were over the moon! I’ve got to tell you that was the best improvement I’ve seen in two years!”

Norm Patton, Property Manager – Solomons Landing Condominium

Activity/call log & task management

Don’t let the small things slip through the cracks. Track every interaction with a resident and assign people to any log that requires additional attention.

Assign staff to any log that requires additional attention.

Log activities at the person or unit level.

An always accessible information desk for your communities

Managers work hard to improve their residents community experience but can’t always be there. Pilera’s online information desk capabilities can fill that gap, providing a 24/7 database for residents and internal staff alike.

The Knowledge base is a powerful, fully searchable, database that can be used by internal staff and call center staff or residents to find that answers they need.

Office hours can be posted directly in the portal.

Maintain a list of important community contacts accessible by residents.

Provide a list of all board members or managers to your community.

An always accessible information desk for your communities

Pilera acts as a managing tool and help desk for your managers and residents!

Portfolio Level Dashboard

Pilera offers many ways to analyze your data.  Our powerful dashboards are robust enough to see hundreds of communities/properties in one dashboard but streamlined so you won’t get overwhelmed with data.

Filter by the community, ticket type, assignee, status, category, date ranges, and more.

View tickets that meet the criteria you select for your entire portfolio.  

On-Demand Reports

Gain powerful insights to help you make tactical and business-level decisions about your customer support management.

Know instantly which employees might be overloaded or who deserves kudos with powerful ticket analytics.

Know which communities or properties generate the most customer support tickets.  

Generate professional-looking custom reports on demand through Pilera’s detailed filters that you can present during staff or community meetings.

California customer since 2019

“The activity logs give us documentation of what we are dealing with on a daily or on a monthly basis. When we meet with the boards, we give them the reports and say, look we got 60 calls from your community this month. It reduces cost by identifying trends. It helps bring issues to the board’s attention. We weren’t able to produce those types of reports to the boards before Pilera.”

Carlos Molina, Chief Technology Officer – Professional Association Services, Inc.