How it works

Three views, one thread: the citizen submits, moderation validates and routes, the department resolves. Every step is logged and notified.

1The citizen side

A web form in Catalan, Spanish and English, reachable from a link on the town website or a QR poster at the front office, civic centre or recycling point. The QR goes through a permanent link: if the destination changes, the printed poster keeps working.
No account, no app: email is the only required field. Anonymous submissions are allowed too (no notifications).
After confirming their email, the citizen gets a reference code and a magic status link: a parcel-style timeline.
Automatic email on every status change and every public reply. Marked “resolved” but it isn’t? One click reopens it.
Photos are uploaded with metadata (EXIF/GPS) stripped automatically.
No cookies on citizen pages, and protection against automated (bot) submissions that does not get in people’s way.

A single queue of requests to validate: nothing is published or assigned without a person in the loop.
An automatic suggestion, based on keywords in the text, proposes category, department and priority. It is always labelled as an automatic suggestion and a person makes the final decision.
Duplicates? Merge them: both codes keep working and both citizens keep receiving updates.
Rejecting requires a citizen-visible reason, sent by email. Nothing disappears silently.

Each department sees only its own queue: works brigade, social services, whatever the town needs.
Internal notes (never citizen-visible) structurally separated from public replies (always notified).
States: received → validated → assigned → in progress → resolved. Resolving requires explaining how.
Stalled tickets? The system — not the mayor — sends the reminder. No hallway friction.