Citizen Request Tracking

Citizen Request Tracking on WhatsApp From Report to Resolved

Residents report a broken streetlight, a water leak or uncollected waste in a WhatsApp message. MonoChat collects the photo and location, routes the request to the right department and keeps the resident updated until it is closed.

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  • WhatsApp Business API
  • Web chat
  • Telegram
Nova Municipality Official account

The streetlight outside 14 Elm Avenue has been off for three nights.

21:05

Thanks for letting us know. Please send a photo and share your location so the lighting team can find it.

21:05

Share locationSend photo

📍 Location shared · 📷 1 photo

21:06

Request #REQ-20418 created

Street lighting · Elm Avenue

Assigned to the lighting team

Your request is logged. We will message you here when the status changes.

21:06

Update on #REQ-20418: the streetlight was repaired this morning. Is it working now?

Thu 11:20

Yes, fixedStill not working
24/7
Request intake
Residents report issues at any hour
No-code
Intake flows
Categories, photos and location in one flow
API
Connected to your systems
Create and update tickets in your request system
1
Shared team inbox
Every department, channel and request

Citizen request management features

Everything a municipal service desk needs to take in, route and close requests in chat.

  • Guided request intake

    Category buttons and WhatsApp Flows forms ask for the right details for roads, lighting, waste, parks or water.

  • Photos and location in chat

    Residents attach photos and share a location pin, so field teams know exactly what and where.

  • Routing to the right department

    Requests are assigned by category, district or team, with the full conversation attached.

  • Response targets and notes

    SLA timers, internal notes and tags keep every open request visible to supervisors.

  • Automatic status updates

    Approved WhatsApp template messages tell residents when a request is received, scheduled and resolved.

  • Closure check and rating

    Ask whether the issue is fixed and collect a short satisfaction rating when the request closes.

Status updates

Keep residents informed without phone calls

When a request changes status in your system, MonoChat sends the update on WhatsApp automatically. Residents stop calling to ask, and staff stop answering the same question.

  • Received, scheduled and resolved notices
  • Reference number in every message
  • Replies come back to the same conversation
See WhatsApp template messages

Status update

WhatsApp template · sent automatically

Message preview

Hello Emma, your request #REQ-20418 (street lighting, Elm Avenue) has been resolved by our field team. Reply here if the problem continues.

How citizen request tracking works

Four steps from the first message to a closed request.

  1. Resident reports an issue

    On WhatsApp, web chat or Telegram, from a QR code, your website or a saved number.

  2. The assistant collects the details

    Category, description, photo and location are captured in a short guided flow.

  3. The request is routed

    A ticket is created in your system through the API and assigned to the right department.

  4. Updates until it is closed

    The resident gets status updates and confirms the fix, and you collect a rating.

Example conversations

Citizen request tracking examples on WhatsApp

From a quick status check to an urgent leak, each request gets a reference number, an owner and updates.

  • Checking the status of a council request by reference number

    A resident sends a reference number and the assistant reads the live status from the request system, so nobody has to call.

    Nova Municipality Official account

    Hi, any news on request REQ-19877? The broken bench in Linden Park.

    09:12

    REQ-19877 · Scheduled

    Park furniture · Linden Park

    Repair planned for Thursday 14 Nov

    The parks team has ordered a replacement slat and the repair is planned for Thursday 14 November.

    09:12

    Notify me when doneAdd a comment

    Notify me when done

    09:13

    Done. We will message you here as soon as the repair is completed.

    09:13

  • Reporting an overflowing waste container on Telegram

    The resident picks a category, sends a photo and location, and later receives a completion update with a quick rating.

    Nova Municipality Official bot

    The recycling containers on Station Road are overflowing again.

    07:48

    Thanks for reporting it. Which container type is it?

    07:48

    GlassPaperMixed recyclingHousehold waste

    Mixed recycling

    07:49

    📷 1 photo · 📍 Station Road car park

    07:49

    Request #REQ-20533 created

    Waste collection · Station Road

    Assigned to the sanitation team

    Logged and sent to the sanitation team. We will update you here.

    07:50

    Update on #REQ-20533: the containers were emptied at 11:40. How did we do?

    11:45

    ⭐⭐⭐⭐⭐⭐⭐⭐⭐

  • Reporting a burst water pipe that needs urgent action

    The assistant recognises an urgent case, records the location and hands it straight to the on-duty team with the full conversation.

    Nova Municipality Official account

    Water is gushing out of the pavement on Harbour Street, it is flooding the road!

    23:17

    This looks urgent. Please share your location so we can send the on-duty water team.

    23:17

    Share location

    📍 Harbour Street 42

    23:18

    Hi, this is Mark from the emergency desk. A crew is on the way and should arrive within the hour. Please keep clear of the area. We will message you when the supply is safe again.

    23:21

    Thank you, that was quick.

    23:22

FAQ

Citizen request tracking: common questions

Quick answers to the most common questions.

How can a municipality track citizen requests on WhatsApp?

Residents write to your official WhatsApp number. MonoChat guides them through a short intake, creates a request with a reference number, routes it to the right team and sends status updates until the request is closed.

Can residents send photos and their location?

Yes. Photos, documents and location pins can be shared directly in the chat and are saved with the request, so field teams see exactly what needs fixing and where.

Does it work with our existing request or ticketing system?

Yes. Through the API, webhooks and custom functions, MonoChat can create tickets in your own system, read their status and send updates when the status changes.

How are requests sent to the right department?

Routing rules assign each request by category, district or team. Staff work from a shared inbox with assignment, internal notes, tags and SLA timers.

Can residents check the status of a request themselves?

Yes. A resident sends the reference number and the assistant looks up the current status in your system, or hands the conversation to a staff member if more help is needed.

Keep exploring

First month of Growth on us

Track Every Citizen Request in One Place

Take in requests with photos and location, route them to the right team and keep residents updated on WhatsApp with MonoChat.

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