Introduction: Why Issues Get Lost on WhatsApp
Most operational issues don’t fail because they’re hard to fix.
They fail because they’re forgotten.
In WhatsApp-driven teams, issues are usually:
Reported quickly
Acknowledged casually
Followed up inconsistently
Forgotten entirely
A typical WhatsApp issue looks like this:
“Lift not working again at Block C”
Someone replies:
“Noted”
And then:
No owner
No deadline
No follow-up
No record
This article explains:
Why WhatsApp fails at issue tracking
What a proper issue lifecycle looks like
How to track issues using WhatsApp without changing behaviour
How Laksana turns WhatsApp messages into traceable issue tickets
Why WhatsApp Is the Default Channel for Issue Reporting
Despite its flaws, WhatsApp is where issues are reported first.
1. It’s Immediate
When something breaks:
People don’t log into systems
They message whoever responds fastest
WhatsApp wins on speed.
2. It Supports Evidence Instantly
Issues often need:
Photos
Videos
Voice notes
WhatsApp supports this natively.
3. It Works Across All Stakeholders
Residents, guards, cleaners, vendors — everyone is already there.
Where WhatsApp Fails at Issue Tracking
❌ Problem 1: No Issue Ownership
Who is responsible?
The person tagged?
The admin?
The vendor?
WhatsApp doesn’t enforce ownership.
❌ Problem 2: No Status Tracking
After “Noted”:
Is it being worked on?
Is it waiting?
Is it resolved?
There’s no visibility.
❌ Problem 3: No SLA or Priority
Urgent and minor issues:
Look the same
Get treated the same
Are forgotten the same way
❌ Problem 4: No History or Trends
Managers can’t see:
Repeated issues
Vendor response time
Problem hotspots
❌ Problem 5: No Audit Trail
For disputes or audits:
No timestamps
No resolution proof
No accountability
Common (But Broken) WhatsApp Issue Tracking Workarounds
❌ “Please Follow This Format”
People forget.
Emergencies don’t follow templates.
❌ “Let’s Pin Issues”
Pins don’t update.
Pins don’t close.
Pins don’t report.
❌ “We’ll Track Issues in Excel”
Manual.
Delayed.
Incomplete.
❌ “We’ll Use a Maintenance App”
Residents won’t use it.
Vendors won’t update it.
WhatsApp remains the real system.
What Proper Issue Tracking Actually Requires
A real issue tracking system must support the full lifecycle.
🔁 The Issue Lifecycle
Reported
Classified
Assigned
In Progress
Resolved
Verified
Closed
WhatsApp supports Step 1 well — and fails at everything else.
The Right Approach: WhatsApp as Input, System as Control
The winning model is:
Issues are reported via WhatsApp
Issues are tracked in a structured system
No behaviour change required.
How Laksana Turns WhatsApp Messages Into Issue Tickets
Laksana is built specifically to manage issues originating from WhatsApp.
📨 Step 1: Issue Is Reported on WhatsApp
Example:
“Water leaking near pump room, Block B”
Photos attached.
🧠 Step 2: AI Detects an Issue
Laksana automatically:
Identifies the message as an issue
Detects category (plumbing)
Links it to site and facility
Sets default priority
🧾 Step 3: Issue Ticket Is Created
Each issue becomes a structured ticket with:
Issue ID
Owner
Status
Evidence
Timestamps
👷 Step 4: Assignment & Follow-Up
Managers can:
Assign vendor
Set priority
Track SLA
Without leaving WhatsApp.
🔁 Step 5: Updates Sync Back to WhatsApp
When status changes:
Updates can be posted
Stakeholders stay informed
No manual chasing
📊 Step 6: Resolution & Verification
Proof of work is:
Attached
Timestamped
Stored permanently
Real-World WhatsApp Issue Tracking Scenarios
🏢 Property & Facilities
Lift breakdowns
Water leaks
Power failures
🛠️ Maintenance Teams
Preventive maintenance failures
Recurring defects
Urgent repairs
🧹 Cleaning & Hygiene
Missed cleaning
Spills
Sanitation issues
🛡️ Security
Access issues
Safety incidents
Patrol failures
Benefits of Proper WhatsApp Issue Tracking
🔍 Full Visibility
Managers see:
Open issues
Aging tickets
SLA breaches
⏱ Faster Resolution
Clear ownership removes confusion.
📈 Better Vendor Accountability
Track:
Response time
Resolution time
Repeat failures
📂 Audit-Ready Records
Every issue has:
Timeline
Evidence
Resolution proof
WhatsApp Issue Tracking: Do’s & Don’ts
✅ Do
Capture issues automatically
Assign ownership clearly
Track status and SLA
Keep evidence
❌ Don’t
Rely on chat memory
Use “Noted” as a system
Track issues manually
Why Laksana Is Built for Issue-Heavy Operations
Laksana is designed for:
High-volume issues
Multiple sites
External vendors
Compliance needs
It treats WhatsApp as input, not the system of record.
Stop Losing Issues on WhatsApp
If issues are already being reported via WhatsApp:
Don’t fight it
Don’t replace it
Structure it
👉 Turn WhatsApp issues into real tickets
👉 Track problems from report to resolution
👉 Get accountability without changing behaviour