The customer's admin manages their own people
Each 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.
PLANSEvery plan
Why it matters
When a client has fifty people raising tickets, your office ends up managing their logins. Access lingers after people leave. In SmartMy Desk the customer's own admin runs their team on the portal. They invite a new facility executive and limit a member to their sites. They set how much each person may approve on a quote, and remove someone the day they leave. Your office creates only the first admin. Each invitation, change and removal is written on the organisation's record at your end, with who did it. People who raise tickets are not counted as agents.
The problem it solves
- Your office spends time creating and removing portal logins for every customer's staff.
- A person who left the customer's company can still raise tickets and accept quotes.
- Anyone at the customer can approve extra work, whatever the amount.
- A site supervisor sees and raises tickets for every site of the client, not just their own.
How it works
- Your team creates the customer organisation and its first admin: the contact's Helpdesk Role, then Grant portal access.
- The admin opens Team on the portal. It lists the People with access with their role, email, sites and quote approval limit; Invited marks those who have not set a password yet.
- Under Invite someone, the admin types the Name, Email and Mobile, and chooses the Role, Quote approval limit and Sites. Then Send Invitation. The person gets an email to set their password.
- Edit changes a person's role, limit or sites. Remove takes the login away and stops them following the organisation's open tickets; their tickets stay.
- Each invitation, change and removal is written on the organisation's record at your office, with the admin's name.
- If you set a Maximum Portal Users for the organisation, the page shows how many are used, and inviting stops at the limit.
Everything it does
Roles
- Admin: sees every ticket of the organisation, accepts quotes up to their limit, answers renewals and manages the team
- Member: raises and follows tickets for their sites; sees all the organisation's tickets only if Members See All Tickets is on
- Quote approval limit: for an admin 0 means no limit; for a member 0 means they may not accept quotes
- Only Admins Accept Quotes on the organisation (on to start with) keeps members from accepting at all
Sites (Growth)
- Tick the sites a person may raise tickets for; none ticked means all sites
- A person raises tickets, and sees equipment and QR tags, only for those sites
Rules the page keeps
- Only admins see Team
- An admin cannot remove themselves or take away their own admin role
- An email address can be in the team once, and not if it already has a login with another organisation
- Maximum Portal Users per organisation: 0 means no limit
- A removed person's contact and tickets stay for the history
At your office
- Helpdesk Role (Customer Admin or Member), Quote Approval Limit and Allowed Sites on each contact
- Remove Helpdesk Access on a contact
- The organisation's history: who gave, changed or removed access, and when
- A quote is refused when the organisation has nobody who may accept it
Who uses it
Customer adminInvites, changes and removes their colleagues, with roles, sites and limits.
Customer memberRaises and follows tickets within the sites they were given.
Account manager or Team LeadCreates the first admin and reads the access history.
Helpdesk AdministratorSets Maximum Portal Users, Members See All Tickets and Only Admins Accept Quotes per organisation.
Where you use it
- Customer portal: Team in the menu, for admins
- Web: the organisation's Helpdesk tab and each contact's Helpdesk Access
- Not in the app: managing the team is on the portal
- Not with single sign-on, and no import of people from a sheet: people are invited one by one
What you control
Settings
- Maximum Portal Users per organisation: 0 (no limit) to start with
- Members See All Tickets: off to start with
- Only Admins Accept Quotes: on to start with
- Members May Add Equipment: off to start with (Growth)
Notifications
- Invitation: an email to the new person with the link to set their password
- Each change: a note on the organisation's record at your office
Questions
Do we have to create every login for our customers?
No. You create the first admin of each organisation. From then on their admins invite and remove their own people on the portal.Can any member accept a large quote?
Only if their admin gave them a limit of at least that amount and the organisation allows members to accept quotes. Otherwise the quote page tells them to ask an admin.What happens when someone leaves the customer's company?
Their admin presses Remove. The login is taken away and they stop following the organisation's open tickets. Their past tickets stay.Can we see who gave someone access?
Yes. Each invitation, change and removal is written on the organisation's record with the name of who did it and when.Do the customer's people count as users we pay for?
No. People who raise tickets and customers' portal logins are not counted. Only your own technicians, team leads and managers are.Is this in the Starter plan?
Yes. Roles and the team page are in every plan. Sites per person and quote limits are used from Growth, where sites and quotes are.Related features
CUSTOMERS, SITES AND EQUIPMENTCustomer organisations, their people and account managersEach customer is an organisation with its people, its email domains, a default team and an account manager. Its people sign in to the portal as admins or members. You decide whether members see only their own tickets or all of the organisation's.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.QUOTES, BILLING AND PURCHASEQuotes the customer accepts or declines onlineFor work the contract does not cover, the technician prepares an estimate on the ticket and a team lead sends it as a quote. The ticket waits and its clock pauses until someone of the customer with a high enough approval limit signs it or declines it online.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.PRIVACY, AUDIT, PLATFORMTicket history, and what customers never seeEvery ticket keeps a history of who changed what and when. Customers see their own tickets, the public replies and the status, never your internal notes, costs or margins. Time and material lines lock once they are invoiced.
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