xSERVA Feedback, Incidents, SOS and Announcements

The resident communication tools in VYROX xSERVA (HomeServa, PropServa, SmartServa and SportServa) let the management office receive feedback, suggestions, incident reports and emergency SOS requests from residents and members, move each one through a clear status workflow, and publish announcements back to them. They are used by property managers, security teams and front-desk staff. This guide covers the management portal side.

For module overviews, see Complaints and Suggestions. Residents can read Complaints for Users and Suggestions for Users.

Before You Start

• Sign in to the management portal at the portal address your operator gives you.
• Each tool needs its own staff permission (Feedback, Suggestions, Incident Reports, Announcements) and must be enabled for your property. If a tile is missing from the portal home screen, ask your operator or administrator.
• Only staff accounts can create announcements and move items between statuses.

The Shared Status Workflow

Feedback, Suggestions and Incident Reports follow the same three-stage workflow, shown as tabs at the top of each page:

Each list shows No., Submitted, Unit, the submitter, Category, Title and Outstanding (Day), the number of days the item has been open. Use Search to find an item and Show to change how many rows appear per page.

Handle Feedback (Complaints)

In the portal the complaints tool is labelled Feedback.

Work a Feedback Item

1. On the portal home screen, open Feedback.
2. In Pending Acknowledgement, open the item and read the description and any evidence.
3. Press Acknowledged to tell the submitter you have seen it. It moves to Processing.
4. When the matter is fixed, press Resolved (or Mark as Completed from the row menu). It moves to Resolved.
5. You can skip straight to completion with Mark as Completed if the issue needs no follow-up.

Log Feedback on Behalf of a Resident

1. In Feedback, press New Feedback.
2. Press Select Account and choose the resident's account, then the Feedback Submitter. Use Clear Selection to start again.
3. Choose a Category, enter a Title and Description.
4. Under Show to, choose Public (other residents can see it and press Like) or Management only.
5. Attach evidence with Upload Evidence (PDF, JPG or PNG format).
6. Press Add.

Handle Suggestions

Suggestions work exactly like feedback, with the same Pending Acknowledgement, Processing and Resolved tabs and the same buttons.

1. Open Suggestions from the portal home screen.
2. To log one for a resident, press New Suggestion, pick the account and the Suggester, then fill in Category, Title, Description and Show to. Attach files with Upload Details.
3. Press Add.

Public suggestions can be liked by other residents, which helps the management committee see what matters most.

Handle Incident Reports

Incident Reports record events such as damage, accidents or security incidents on the property.

1. Open Incident Reports from the portal home screen.
2. Work new reports from Pending Acknowledgement to Processing to Resolved, using Acknowledged, Mark as Processing and Mark as Completed. The Resolved tab shows a running count.
3. To log an incident yourself, press New Incident, choose the Account, enter the Property, Category, Title and Description, and attach Evidence files (PDF, JPG or PNG format).
4. Press Add.

The list shows the Reporter for each incident so you know who to contact for more detail.

Respond to Emergency SOS Requests

Emergency SOS Requests let a resident call for urgent help from the User App. They are the most time-critical items in the portal.

SOS Statuses

The list shows the Timestamp, User, Property No., the Emergency type, who it was Acknowledged by, when it was Attended at, and the Response Time.

Respond to an SOS

1. Open Emergency SOS Requests from the portal home screen. The counter shows requests still open.
2. In Pending Acknowledgement, press Acknowledge as soon as someone is on the way. The resident sees that help is coming.
3. Attend to the emergency.
4. Press Completed when it is over.

Raise an SOS for a Resident

1. Press New SOS.
2. Under I need help from, choose Security Guard, Ambulance, Police, Fire Fighter or Other.
3. Add a Remark and press Add.

Help Desk

Help Desk appears on the portal home screen and in the User App when it is enabled for your property. It is a support entry point for residents and staff; what it contains depends on how your operator has set it up.

Publish Announcements

1. Open Announcements from the portal home screen.
2. Press New Announcement.
3. Under Announce to units in, choose the Tower/Block and Level, or All.
4. Enter the Title and Content, and attach files with Upload Details (PDF, JPG or PNG format).
5. Press Add.

Announcements are listed under Active, Hidden and Deleted. Press Hide to take a notice down temporarily and Show to bring it back. The Recipient column shows who each notice was sent to.

Internal Mails

Internal Mails is a searchable list of messages inside the portal. Use Search to find a message and Show to set how many messages appear per page.

Frequently Asked Questions

What Is the Difference Between Acknowledged and Mark as Processing?

Both move an item from Pending Acknowledgement to Processing. Acknowledged is the main button on the item; Mark as Processing is the same step from the row menu.

Can Residents See Each Other's Feedback?

Only when the item is set to Public under Show to. Items set to Management only are visible to the office alone.

Who Can Acknowledge an SOS Request?

Any staff account with access to Emergency SOS Requests. The name is recorded under Acknowledged by, with the time and response time.

Can I Target an Announcement at One Block?

Yes. Choose the Tower/Block and Level under Announce to units in instead of All.

Why Is a Tile Missing from My Portal?

Each tool must be enabled for your property and allowed for your staff role. Ask your administrator to check your permissions.

Related Guides

• xSERVA Overview
• Complaints
• Complaints for Users
• Suggestions
• Suggestions for Users
• Emergency Numbers
• Emergency Numbers for Users
• Committee and Community Tools
• The Resident App
• xSERVA Troubleshooting and FAQ