Customer portal for tickets, without a login from the email
Your 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.
PLANSEvery plan
The problem it solves
- Customers call to ask what is happening with their complaint, several times a day.
- Status names like Assigned or In Progress mean nothing to the customer.
- People forget passwords and stop using the portal, so updates go back to phone calls.
- A customer's facility head cannot see the tickets their colleagues raised.
How it works
- You, or the customer's admin, invite a person. They get an email, set a password and open Tickets.
- They raise a ticket with New ticket, or by email to your team's address. They get an email with the number and the times you expect to respond, reach the site and resolve.
- Every email about the ticket carries a link that opens it without signing in. From there they can read, reply with files, confirm a visit, confirm the fix or reopen it, and rate.
- The ticket page shows a plain status, such as Waiting for you, with the promised times. Below are the description, visits, work done and messages.
- When the ticket is solved, they confirm or reopen it, download the service report and later rate the service.
- Admins, and members where the organisation allows it, switch between their own tickets and all of their organisation's.
Everything it does
The ticket list
- Search in number, title and equipment
- Filters Open, Waiting for You, Closed and All; sort by Newest, Priority or Status
- A site filter when the person has several sites (Growth)
- Mine or All of the organisation for admins, and for members where Members See All Tickets is on
- 20 tickets a page; the menu shows how many are open
The ticket page
- Status in plain words: New, Assigned, In Progress, Waiting for you and Waiting for your approval. Then Waiting for parts, On hold, Solved, Confirmed by you, Closed, Cancelled
- Promised times: Response by, On site by and Resolution by
- Description and the answers to the issue type's questions
- Visits with This time suits me, and Materials you are buying with It is on site (Growth)
- Work done once solved, the service report PDF, and the ticket's quotes, orders and invoices (Growth)
- Messages with files; This affects me too for a colleague's ticket
- Dates in the person's own time zone
The menu
- Tickets, New ticket, Overview and Team (admins) on every plan
- Sites and equipment, Contracts, Quotes and orders, Invoices with Growth
- Help articles with Scale
- All my apps, for people who also use other SmartMy products; light and dark look
What stays hidden
- Internal notes, costs, margins and the happy code
- Tickets of other organisations; a member sees their own and the ones they follow unless the organisation allows more
Who uses it
Customer adminSees every ticket of the organisation and manages the team.
Customer memberRaises and follows tickets for their sites.
Internal requesterAn employee, student, parent or resident raising tickets from another SmartMy product's portal.
Service teamInvites the first admin and answers on the ticket.
Where you use it
- Customer portal on your web address, on a computer or a phone's browser
- Email: the link in each ticket email opens it without signing in
- The SmartMy Desk app for requesters (built and in testing, not in the app stores yet)
- Not a live chat, and no buying of hour packs on the portal: packs are sold as an order by your office
What you control
Settings
- Members See All Tickets per customer organisation: off to start with
- Who May Raise per issue type: Customers and Internal Requesters to start with
- Email to the Requester per stage
Notifications
- Ticket Received: an email to the requester with the number and the expected times
- Team replies, visit messages and the solved email: by email, with the link to the ticket
- Ticket Waiting for You and Ticket Solved: also in the app's Inbox and by WhatsApp or SMS where switched on, from message credits
Works with
SmartMy HRMS, Campus, Transit and HostelEmployees, students, parents, riders and residents reach the helpdesk from their own portal, through All my apps or a Helpdesk card, as internal requesters.
Questions
Does the customer need a password to follow a ticket?
Not for a ticket they were emailed about: the link opens it, and they can reply, confirm or reopen. To see the list of all their tickets or raise a new one, they sign in.Can the customer's manager see all their organisation's tickets?
Yes. Customer admins see every ticket of the organisation. Members see their own and the ones they follow, unless you switch on Members See All Tickets.Does the portal work on a phone?
Yes. The pages work in a phone's browser, with the menu behind a button at the top.Can a customer buy more prepaid hours on the portal?
No. They see the hours left on their contract. Hour packs are sold as an order your office makes.Is the portal in the Starter plan?
Yes. Tickets, messages, confirm or reopen, rating, the service report and the team page are in every plan. Sites, contracts, quotes and invoices come with Growth.Related features
RAISING A TICKETRaise a ticket from the portal, the app or the officeCustomers and internal requesters raise tickets on the portal or in the phone app, and your office enters one for a caller or a walk-in. The form asks for the kind of issue, the place, photos, a time that suits, and whether it is urgent.CUSTOMER PORTALThe customer's admin manages their own peopleEach customer organisation has admins who invite and remove their own colleagues on the portal. They set each person's role, sites and quote limit. Every change is written on the organisation's record with the name of who made it.CUSTOMER PORTALSites, equipment and contracts on the portalYour customers see their sites with the equipment installed there, each unit's service history, and their contracts. A contract shows what is covered, the response times per priority, preventive maintenance, fees and prepaid hours left. Admins answer contract renewals online.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 TICKETPublic replies and internal notesEach ticket has one conversation with the customer and, beside it, internal notes only your team sees. When the customer answers a ticket that waits on them, it goes back to work by itself.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.
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.