Confirm, reopen and rate
After 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.
PLANSEvery plan
The problem it solves
- Tickets are closed by the team and the customer finds out the problem is back.
- Solved tickets stay open for weeks because nobody asked the customer.
- An unhappy customer only tells you when the contract is up for renewal.
- A fault returns a month later and a new ticket starts with no link to the old one.
How it works
- When the ticket is solved, the requester sees The team marked this ticket solved. Is it fixed? on the portal and in the app, and gets the solved email with the link.
- Yes, it is fixed closes the ticket. No, not fixed with what is still wrong sends it back to the team, and the reason is written on the ticket.
- If the customer tells you by phone, press Customer Confirmed, or Reopen with the reason.
- Without an answer, the ticket closes by itself on the date shown, after the issue type's Auto-close days.
- When the ticket closes, the requester is asked How did we do? by email and on the ticket page. A rating of 2 or less gives the team lead a to-do with the comment.
- A closed ticket can be reopened within the issue type's Reopen Window. After that, Follow-up Ticket raises a new ticket linked to the old one.
Everything it does
Confirm and reopen
- Only the person who raised the ticket gets the buttons on the portal and in the app
- From the email link without signing in
- The requester is never blocked by your paperwork: with billing or a loaner still open, they see Confirmed by you and it closes later
- Each reopening is counted on the ticket; running proof such as a checked happy code is cleared
Closing by itself
- Auto-close After (days) per issue type: 3 to start with; 0 means never by itself
- Closes Automatically On is shown to the team and to the requester
- A note says Closed automatically: no answer from the requester
Reopen window and follow-up
- Reopen Window (days) per issue type: 7 to start with
- After the window the requester is asked to raise a new ticket
- Follow-up Ticket copies the closed ticket into a new one and sets Follows Ticket
Ratings
- Asked once, when the ticket closes, by email to a requester with an email address
- Email and portal: three faces, Satisfied, Okay and Dissatisfied, kept as 5, 3 and 1
- Requester app: one to five stars and a comment
- Rating of 2 or less: a to-do for the team's lead, with the comment
- Shown on the ticket's Resolution tab
- Reports: Customer Satisfaction (average 1 to 5 per team and technician) and Ratings and Comments
Who uses it
RequesterConfirms, reopens with a reason, and rates the service.
TechnicianRecords a confirmation by phone, reopens when the customer calls.
Team LeadFollows up low ratings and tickets confirmed but not yet closed.
Service ManagerReads ratings by team and technician.
Where you use it
- Customer portal: the solved box, the reopen form and How did we do? on the ticket page
- The SmartMy Desk app for requesters: confirm, reopen and stars (built and in testing, not in the app stores yet)
- Web: Customer Confirmed, Reopen and Follow-up Ticket on the ticket; Reports > Customer Satisfaction and Ratings and Comments
- Email: the solved email links to confirm or reopen; the rating email has the three faces
- Not a survey tool: one rating and a comment per ticket, no questionnaires
What you control
Settings
- Auto-close After (days) per issue type: 3
- Reopen Window (days) per issue type: 7
- Low rating: 2 or less, fixed
Notifications
- Ticket Solved: to the requester, by email, in the app's Inbox and by WhatsApp or SMS where switched on, from message credits
- Rating request: to the requester by email when the ticket closes
- Low rating: a to-do for the team lead on the ticket
- Confirmed while billing is open: a to-do for the team lead (else the technician)
Questions
What if the customer never answers?
The ticket closes by itself after the issue type's Auto-close days, 3 to start with. The date is shown to them in the solved box.Can the customer reopen a ticket closed last month?
Only within the Reopen Window, 7 days to start with. After that they raise a new ticket, and your team can link it with Follow-up Ticket.Can a colleague confirm the requester's ticket?
The confirm and reopen buttons are shown only to the person who raised it, on the portal and in the app.Is the rating 1 to 5?
In the app, yes: one to five stars. In the email and on the portal they pick one of three faces, kept as 5, 3 or 1.Which plan has this?
Every plan.Related features
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.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 requester appThe people who raise tickets use the same SmartMy Desk app. They raise a ticket with photos, see its status in plain words, reply, confirm the fix or reopen it, and rate the service.REPORTSTicket, response-time, time and rating reportsSee how fast your desk answers and fixes, which targets were met or missed and where your technicians' hours go. See also what customers think of each team and technician. Every report is a table you can regroup, chart or open as a list.QUOTES, BILLING AND PURCHASEBilling of approved time and materialsApproved, billable time, parts and call-outs go on an order at the customer's prices, with contract discounts and markup. A draft invoice follows for your accounts team. A customer's ticket does not close while billable work is left unbilled, unless a service manager waives it with a reason.ASSETSLoaner units while a customer's unit is in for serviceWhen a customer's laptop, TV or machine has to go to your workshop, lend them one of your own units from the ticket. They sign a loaner agreement with your terms, and the ticket does not close until the loaner is back.
See one of your own jobs run through it.
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