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FEATURES
The full feature list.
All 69 features of SmartMy Desk, grouped by area, each with the first plan that has it. Features marked "With SmartMy …" work when you also use that product.
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01Set-up02Response times and escalation03Customers, sites and equipment04Contracts (AMC)05Preventive maintenance06Raising a ticket07Working a ticket08Closing09Quotes, billing and purchase10Stock and vans11Customer portal12With other SmartMy products13Phone app14Work without signal15Notifications16Reports17Records18Several companies19More in the product01
Set-up
5 featuresTeams with members, a lead, working hours and holidays, and their own email addressSet up teams with members, a lead, working hours, holidays and their own email address.
Stages, including waiting stages that pause the clock; teams can have their ownDefine the stages a ticket goes through; waiting stages pause the clock, and each team can have its own.
Kinds of issue as a tree, each with its team, priority, questions on the raise form and required photoArrange kinds of issue as a tree, each with its team, priority, the questions on the raise form and whether a photo is required.
Skills with levels on techniciansRecord each technician's skills and level, so work goes to someone who can do it.
Saved replies and tagsAnswer common questions with saved replies and sort tickets with tags.
02
Response times and escalation
5 featuresPolicies by team, kind of issue, customer and tag, with targets per priority for first response and resolutionSet response and resolution targets per priority, by team, kind of issue, customer and tag.
Counted in working hours and holidays, or round the clock; waiting stages pause the clockTargets count working hours and holidays, or round the clock; waiting stages pause the clock.
Escalation steps at a percentage of the target: tell the team lead, the account manager or named people, reassignWhen part of the target has passed, tell the team lead, the account manager or named people, or reassign the ticket.
Arrival-on-site target, reached by the visit check-inSet a target for reaching the site, met when the technician checks in on the visit.
A contract's own response times and service hours, which win over the general onesA contract's own response times and service hours take the place of the general ones.
03
Customers, sites and equipment
4 featuresCustomer organisations with their people, email domains, default team and account managerKeep customer organisations with their people, email domains, default team and account manager.
Sites with address, map position, contact, access hours and notes, areas inside the siteKeep each site with address, map position, contact, access hours, notes and the areas inside it.
Equipment register: tag number, make, model, serial, warranty end, criticality, photo, full service historyRegister equipment with tag number, make, model, serial, warranty end, criticality, photo and full service history.
Printable QR tags for sites and equipment; repeat-fault flag when the same unit keeps failingPrint QR tags for sites and equipment, and see a flag when the same unit keeps failing.
04
Contracts (AMC)
5 featuresCover by kind of issue, site and equipment; labour, parts, call-outs and after-hours work each free or billableContracts say what they cover by kind of issue, site and equipment, and whether labour, parts, call-outs and after-hours work are free or billable.
Each ticket marked covered, partly covered or billable; a team lead can override with a reasonEach ticket shows whether it is covered, partly covered or billable; a team lead can override with a reason.
Prepaid hours drawn down as work is approved, low-balance alert, hour packs the customer can buyPrepaid hours are used up as work is approved, with a low-balance alert and hour packs the customer can buy.
Contract fees invoiced each month, quarter, half-year or yearContract fees are invoiced monthly, quarterly, half-yearly or yearly.
Renewal reminders; renewal proposed and accepted or declined by the customer onlineGet renewal reminders and send the customer a renewal to accept or decline online.
05
Preventive maintenance
2 featuresPlans on a contract by equipment type or listed equipment, at intervals of days, weeks or monthsPlan preventive maintenance on a contract by equipment type or listed equipment, every so many days, weeks or months.
One ticket per equipment or per site, raised ahead of the due date automatically or on demandMaintenance tickets are raised per equipment or per site ahead of the due date, by themselves or on demand.
06
Raising a ticket
5 featuresCustomer portal, the phone app, or entered by the office for a callerCustomers raise tickets on the portal or the app, or the office enters one for a caller.
Email to a team address; unknown senders held for review, added under their email domain, or rejectedEmails to a team address become tickets; unknown senders are held for review, added under their email domain, or rejected.
Scanning the QR tag on a unit or a site opens the raise form with it filled inScanning the QR tag on a unit or site opens the raise form with it already filled in.
Photos, video and voice notes, exact spot, visit window, "it is urgent"Requesters add photos, video and voice notes, the exact spot, a visit window and whether it is urgent.
Possible duplicates offered first with "this affects me too"; staff merge and splitSimilar open tickets are shown first so people can say "this affects me too"; staff merge and split tickets.
07
Working a ticket
7 featuresRouting rules, then assignment by hand, in turn, to the least loaded or by skill; a lead technician and helpersTickets are routed by rules, then assigned by hand, in turn, to the least busy or by skill, with a lead technician and helpers.
Public replies kept apart from internal notes; a customer reply takes a waiting ticket back to workReplies to the customer are kept apart from internal notes, and a customer reply puts a waiting ticket back to work.
Sub-tasks for another team, shown on the parent ticket; links to a root-cause ticketGive part of the work to another team as a sub-task shown on the ticket, and link tickets to a root cause.
Time: start / stop timer and manual lines, work types (normal, after hours, holiday, emergency, call-out, travel), lead approvalLog time with a timer or by hand, by work type such as after hours, holiday, emergency, call-out or travel, approved by the lead.
Visits inside the ticket: planned window, customer confirms, on the way, check-in and check-out with position, no access, remindersPlan site visits in the ticket: the customer confirms the window, sees the technician on the way, and check-in and check-out record the position.
Checklists per visit or ticket (yes / no, number, reading with unit, text, photo), before and after photosTechnicians fill in checklists with yes or no, numbers, readings, text and photos, plus before and after photos.
Materials used: bought by us, bought by the customer, supplied by the customer; costly ones need a service managerRecord materials used and who supplied them; costly items need a service manager.
08
Closing
4 featuresResolution note and proof per kind of issue: customer signature, a four-digit closing code, or an after-photoClose with a resolution note and proof per kind of issue: the customer's signature, a four-digit closing code or an after-photo.
Service report sent with the "solved" email and on the portalA service report goes out with the "solved" email and stays on the portal.
The requester confirms or reopens with a reason; auto-close after set days; follow-up ticket after the reopen windowThe requester confirms the fix or reopens with a reason; tickets close by themselves after set days, and a follow-up ticket is made after the reopen window.
Rating 1 to 5 on closing; a low rating alerts the team leadCustomers rate each ticket from 1 to 5, and a low rating alerts the team lead.
09
Quotes, billing and purchase
6 featuresEstimate on the ticket sent as a quote; the clock pauses; accepted with a signature or declined online by the customer's approvers within their limitSend an estimate from the ticket as a quote; the clock pauses until the customer's approvers sign it or decline it online.
Rule per kind of issue: quote always or above an amount; large quotes wait for a service managerDecide per kind of issue when a quote is needed, and let large quotes wait for a service manager.
Approved time and materials billed at the customer's price list with contract discounts and markup; draft invoices; invoices on the portalApproved time and materials are billed at the customer's prices with contract discounts and markup, as draft invoices shown on the portal.
A ticket with unbilled work does not close unless a manager waives it with a reasonA ticket with unbilled work cannot close unless a manager waives it with a reason.
Purchase for a ticket: a request per vendor, the ticket waits for parts and resumes on receiptBuy parts for a ticket with a request per vendor; the ticket waits for the parts and resumes when they arrive.
Quotes above the limit, time and materials approved through approval chains (several levels)Quotes above the limit, time and materials can need approval from several people in turn.
10
Stock and vans
2 featuresA stock location per technician's van; parts taken from the van, then the team's store, then the warehouseEach technician's van holds stock; parts come from the van, then the team's store, then the warehouse.
Parts issued on approval; unused parts returned; "Replenish Van" from the warehouseParts are issued on approval, unused parts returned, and vans refilled from the warehouse.
11
Customer portal
3 featuresTicket list and page with plain status, promised times, messages, confirm / reopen, rating; opens from the email link without a loginCustomers see their tickets with plain status, promised times, messages, confirm or reopen and rating, straight from the email link without a login.
The customer's admin invites and removes their own people, with roles; every change loggedThe customer's admin invites and removes their own people with roles, and every change is logged.
Sites and equipment with service history, contract page with cover, prepaid hours and maintenance plansCustomers see their sites and equipment with service history, and their contract with cover, prepaid hours and maintenance plans.
12
With other SmartMy products
2 featuresTickets raised from Feast, HRMS, Campus, VMS and Transit, with department or child filled inCustomers of SmartMy Feast, HRMS, Campus, VMS and Transit raise tickets from those products with the department or child filled in.
Tickets raised from Facility and Hostel with the room filled inTickets from SmartMy Facility and Hostel come with the room filled in.
13
Phone app
3 featuresTechnician: queue with countdown, ticket with directions and call, timer, wait / resume, solve, closing code, signatureTechnicians see their queue with countdowns, open a ticket with directions and a call button, run the timer, pause, solve and collect the closing code or signature.
Requester: my tickets, raise with photos, reply, confirm or reopen, rateRequesters see their tickets, raise new ones with photos, reply, confirm or reopen, and rate.
Visit on the phone: visits of the week, check-in at the position, checklist, camera photos, signature pad, check-outTechnicians see the week's visits, check in at the site, fill the checklist, take photos, capture a signature and check out.
14
Work without signal
1 featuresSite work saved on the phone and sent later at its real time: check-in / out, checklist, photos, signature, timer, time and material lines, notesWork done without signal is saved on the phone and sent later with its real times: check-in and out, checklist, photos, signature, timer, time and materials, notes.
15
Notifications
1 featuresEmail to the customer (received, visit planned, on the way, solved, rating) and to-dos for the team (to assign, replied, escalated, low rating)Customers get emails when a ticket is received, a visit is planned, the technician is on the way, it is solved and when to rate; the team gets to-dos for what needs doing.
16
Reports
4 featuresTickets (response and resolution hours, first-time fix), promised times met per target, time by technician and work type, ratings by team and technicianResponse and resolution hours, first-time fix, targets met, time by technician and work type, and ratings by team and technician.
Materials by customer and sourceMaterials used by customer and by who supplied them.
Profit by customer, contract and kind of issue; contract profit (fees, billed work, cost to serve); van stock reportProfit by customer, contract and kind of issue, what each contract earns against its cost, and van stock.
Technician utilisation: hours logged on tickets against the working hours due, per technician and dayHours logged on tickets against the hours each technician was due to work, by day.
17
Records
1 featuresEvery change in the ticket history; customers never see internal notes or costs; time and material lines lock once invoicedEvery change is in the ticket history; customers never see internal notes or costs, and time and material lines lock once invoiced.
18
Several companies
1 featuresSeveral of the customer's own companies in one set-up, with a team shared between themRun several of your entities in one account with a team shared between them.
19
More in the product
8 featuresTicket time copied to timesheetsTime logged on tickets also lands on the technician's timesheet.
AI on tickets: summary, suggested reply, resolution draft, issue type and priority for emails (uses AI credits)AI summarises a ticket, suggests a reply and a resolution, and sets issue type and priority for emails; it uses AI credits.
Wall screen for a TV by secret link (open, unassigned, SLA due and missed, technician load, who is on site, today's visits) and the same board in the appPut a live board on a TV by a secret link: open, unassigned, targets due and missed, technician load, who is on site and today's visits. The same board is in the app.
Subcontractors: tickets given to outside firms; their people accept, visit, log time and materials from their own pages and the appGive tickets to outside firms; their people accept, visit and log time and materials from their own pages and the app.
Tickets opened and answered over WhatsAppCustomers open and follow tickets over WhatsApp.
Van stock in the technician app (what is in the van, parts taken, returns)Technicians see what is in their van, the parts taken and returns in the app.
Staff chatYour team chats inside SmartMy, one to one or in groups.
Knowledge base: questions and answers by kind of issue and audience, searched and voted on, suggested on a ticket and sent to the requester, written from a solved ticket; on the portal and in the appA knowledge base of answers by kind of issue and audience, searched and voted on, suggested on tickets, written from solved ones, on the portal and in the app.
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