Closing proof and the service report
A 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.
PLANSEvery plan
The problem it solves
- Jobs are marked done from the office while the technician is still on the way.
- The customer says the work was never finished, and there is nothing signed.
- The customer asks for a job sheet for their own records and someone types one by hand.
- Notes on what was done are one word long, so the next technician starts from scratch.
How it works
- Choose the Closure Proof on each issue type: Nothing, Customer's Signature, Happy Code or After-photo.
- When the work is done, the technician writes the resolution in the Resolution tab: what was found and what was done.
- For a signature, the customer signs on the technician's phone or on the ticket. For a happy code, the technician presses Send Happy Code. The requester gets a four-digit code and gives it when satisfied. The technician checks it. For an after-photo, the technician adds one on a visit.
- The technician presses Solve. If something is missing, the system lists it: the resolution, unanswered checklist questions, the proof, open sub-tasks or a quote still to be accepted.
- On Solve, running timers stop. The requester gets an email with what was done, a confirm or reopen link and the service report.
- The Service Report button opens the PDF at any time; the customer downloads it from the portal.
Everything it does
Closure proof (per issue type)
- Nothing: only the resolution (the choice a new issue type starts with)
- Customer's Signature: on the ticket's Resolution tab or on a visit, with the signer's name and time
- Happy Code: a random four-digit code sent to the requester; Check Happy Code compares it, and a wrong code is noted on the ticket
- After-photo: an after-photo on a visit (visits come with Growth)
What Solve checks
- The resolution, where the Solved stage asks for it
- Required checklist questions (Growth)
- The closure proof
- Open sub-tasks
- A quote accepted, where the issue type asks for one (Growth)
The service report (PDF)
- Ticket number, customer, requester, issue, issue type and date raised
- Work Done (the resolution) and the signature with the name and time
- Time lines: date, technician, work type and hours
- With Growth: site, equipment and serial number, contract, visits, checklist answers, and materials with source and charge
- Made when it is opened, so solving never waits for it
- Shown to the customer once the ticket is solved or closed
Who uses it
TechnicianWrites the resolution, collects the proof and solves the ticket.
RequesterSigns, or gives the happy code when satisfied, and receives the report.
Helpdesk AdministratorSets the closure proof on each issue type.
Team LeadChecks resolutions and opens the report for the customer when asked.
Where you use it
- Web: the ticket's Resolution tab, Send Happy Code, Check Happy Code, Solve and the Service Report button
- The SmartMy Desk app: the resolution, Send and Check Happy Code, the signature pad and Solve. Built and in testing, not in the app stores yet
- Customer portal: Service report (PDF) on the ticket, also from the email link without a login
- Not printed on the report: photos; they stay on the visit
What you control
Settings
- Closure Proof per issue type: Nothing to start with
- Needs a Resolution Note per stage: set on the Solved stage
- Auto-close After (days) per issue type: 3 to start with (see Confirm, reopen and rate)
Notifications
- Happy Code: to the requester, by email, in the app's Inbox, and by WhatsApp or SMS where switched on, from message credits
- Ticket Solved: to the requester, by email with the service report link, in the app's Inbox, and by WhatsApp or SMS where switched on
- Both are work messages: they go out at once, at any hour
Questions
Can different jobs need different proof?
Yes. The proof is set per issue type: a signature for an installation, a happy code for a home repair, nothing for a password reset.What if the requester is not on site to sign?
Use the happy code. The requester gets the code by email, and by WhatsApp or SMS where you have it. They read it out when the work is done.Can we send the report again later?
The report is made fresh each time it is opened. Open it with Service Report on the ticket, or the customer downloads it from the portal.Is the closure proof in the Starter plan?
Yes. The signature, the happy code and the service report are in every plan. The after-photo needs visits, which come with Growth.Related features
CLOSINGConfirm, reopen and rateAfter a ticket is solved, the requester confirms the fix or reopens it with a reason. Without an answer it closes by itself after a set number of days. On closing the requester rates the service, and a low rating gives the team lead a to-do.WORKING A TICKETChecklists with readings and before and after photosEach 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.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.WORKING A TICKETSub-tasks for other teams and root-cause linksWhen a job needs a second trade, give that part to another team as a sub-task with its own technician and response target. The main ticket shows how many are open and cannot be solved until they are done. Tickets that come from one underlying fault point to it as their root cause.CUSTOMER PORTALCustomer portal for tickets, without a login from the emailYour customers and requesters raise and follow tickets on the web. They get a list with plain status, the times you promised, the conversation, visits, the service report, and buttons to confirm or reopen and rate. A link in every ticket email opens the ticket without signing in.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.