Accela Service Request Management

Additional features

Built-in Reporting & Analytics

Provides robust custom and performance reporting, including scheduled reporting and data visualizations, giving managers insight to optimize processes and service levels.

2. Work Order Management Integration

Seamlessly integrates the service request directly into work order management solutions (often other Accela Civic Apps) to propel the ticket into action and streamline field operations.

3. Administrative Dashboard

A central interface for agency staff to access, track, prioritize, and manage their queue of requests, modify request details, and control workflows.

4. Flexible Request Modification

Staff can modify a request's categorization, type, or workflow after submission, allowing for accurate internal processing even if the citizen misidentified the issue initially.

5. Custom Priority, SLA, and Fields

Allows administrators to configure specific priority levels, Service Level Agreements (SLAs), and custom data fields unique to their agency's needs.

6. Public/Private Request Control

Enables control over the privacy of requests, allowing them to be designated as public, private (internally viewable only), or sensitive (viewable by specific internal users).

7. Knowledge Base Setup

Administrators can set up an internal Knowledge Base with information for staff to access when dealing with less common or complex service requests.