Checklists with readings and before and after photos
Each kind of issue or type of equipment can carry a checklist: yes or no, numbers, readings with their unit, text and photos. It opens on the visit when the technician checks in, and required questions must be answered before the ticket can be solved.
PLANSFrom Growth
The problem it solves
- Service sheets are filled on paper and half of them never reach the office.
- Two technicians service the same AC and check different things.
- A reading taken on site, such as the voltage, is lost, so the next visit starts from zero.
- The customer asks what was checked and you cannot show them.
How it works
- Build a checklist under Helpdesk > Configuration > Tickets > Checklists, for example AC Service Sheet, with its questions and their kind.
- Choose it on an issue type, or as the Service Checklist of an equipment type. A ticket gets the questions of both.
- When the technician checks in on a visit, the checklist is loaded on that visit. For work without a visit, press Fill Checklist Here (no visit) on the ticket.
- The technician answers each line on the phone or the web. A line counts as done once it has an answer.
- The technician adds before and after photos on the visit.
- On Solve, any required question still unanswered is named and the ticket stays open. The answers print on the service report.
Everything it does
Kinds of question
- Yes / No, with Not Applicable as a third answer
- Number
- Reading, with a unit such as V, A, °C or psi
- Text
- Photo
- Required: on for a new question; a required question must be answered on some visit or on the ticket before Solve
Where the questions come from
- The issue type's Checklist
- The Service Checklist of the equipment's type (equipment comes with Growth)
- Both together when both are set
- Loaded once per visit at check-in, so each visit keeps its own answers
Photos and proof
- Before Photos and After Photos on each visit, apart from the checklist
- An after-photo can be the issue type's closing proof
- The service report prints each answer; a photo answer shows as (photo)
- AI summaries of a ticket include the answers (with AI on)
Who uses it
Helpdesk AdministratorBuilds checklists and puts them on issue types and equipment types.
TechnicianAnswers the checklist on site and takes the photos.
Team LeadReads the answers and the photos before solving or billing.
CustomerReceives the answers on the service report.
Where you use it
- Web: the visit's Checklist tab, the ticket's Checklist tab, Helpdesk > Configuration > Tickets > Checklists
- The SmartMy Desk app: the checklist on the visit, with Yes, No and N/A, number fields and the camera. With Scale also without signal. Built and in testing, not in the app stores yet
- Not on the portal: the customer sees the answers on the service report, not the checklist screen
- Not with limits: a reading is recorded, not checked against a minimum or maximum
What you control
Settings
- Checklists and their questions: kind, unit and Required
- Checklist per issue type; Service Checklist per equipment type
Questions
Can the same checklist be used for many kinds of issue?
Yes. Choose it on as many issue types and equipment types as you like.Can a technician skip a question?
Only questions that are not required. A required question must have an answer, or the ticket cannot be solved. Yes / No questions can be answered N/A.Do photos go on the service report?
No. The report shows each answer, and a photo answer shows as (photo). The photos stay on the visit for your team.Which plan has checklists?
Growth and Scale.Related features
WORKING A TICKETSite visits with check-in and check-outPlan each trip to the site inside the ticket. The customer agrees to the time and is told when the technician is on the way. Check-in and check-out record the time and the phone's position, start and stop the timer, and meet the arrival target.CUSTOMERS, SITES AND EQUIPMENTEquipment register with QR tags and service historyRegister each customer unit, such as an AC, a DB panel, a UPS or a lift. Keep its tag number, make, model, serial, warranty end, criticality and photo. Its tickets build its service history, its QR tag opens the raise form, and a unit that keeps failing is flagged.CLOSINGClosing proof and the service reportA ticket is solved only with a resolution note and the proof its kind of issue asks for. The proof is the customer's signature, a four-digit happy code from the requester, or an after-photo. The requester then gets the solved email with a service report as a PDF.CONTRACTS AND MAINTENANCEPreventive maintenance raised ahead of the due datePlans on a contract raise maintenance tickets by themselves, a set number of days before each due date. A plan covers a type of equipment or listed units, every so many days, weeks or months. You choose one ticket per unit or one per site, and the plans stop at the contract's end.PHONE APPSite work without signalIn basements, plant rooms and remote sites the technician keeps working in the app. Check-in and check-out, the checklist, photos, the signature, the timer, time, parts and notes are saved on the phone. They are sent later with the time they really happened.PHONE APPThe technician appYour technicians work their tickets on the phone. They get a queue with the time left on each target, the ticket with directions and a call button, and the timer. They wait, resume and solve with the customer's closing code or signature.
See one of your own jobs run through it.
Tell us how a complaint reaches you today and what you bill for. We will show you the same job in SmartMy Desk.