Notifications
Customers hear when a ticket is received, a visit is planned, the technician is on the way and the job is solved. Your team hears what needs them. Email and the in-app inbox work with no set-up; WhatsApp and SMS use your message credits.
PLANSEvery plan
The problem it solves
- A customer phones three times to ask whether anyone saw their email.
- The technician turns up and nobody is home, because the visit was agreed on a call and never confirmed.
- A response target runs out overnight and the lead finds out from the customer.
How it works
- Something happens on a ticket: it is raised, given to a technician, put on a visit, solved or escalated.
- The customer's side is told by email from the ticket itself. The emails are Ticket Received, the visit planned and its reminder, the technician on the way, Ticket Solved and the rating request.
- The same event reaches the requester's in-app inbox and, where it has one, WhatsApp, or SMS when WhatsApp cannot be sent.
- Your team gets notices in the back-office inbox and the SmartMy Desk app. They get to-dos on the ticket for what needs doing, such as a low rating.
- Every message leaves a line in the Delivery Log, with the reason when it could not be sent, such as no mobile number.
Everything it does
To the customer by email (every plan)
- Ticket Received, when the ticket is raised
- Visit planned, and a reminder 2 hours before (the team's Visit Reminder setting)
- Technician on the way, when the technician taps it
- Ticket Solved, with confirm or reopen; Happy Code, the code to give the technician
- Rating request when the ticket is closed
To the customer in the inbox, WhatsApp or SMS
- Ticket Waiting for You, Ticket Solved, Happy Code, Technician Visit, Technician on the Way and News on Your Ticket: in-app, then WhatsApp, else SMS
- Quote to Approve, to the customer's approvers: in-app and WhatsApp (Growth)
- Contract Expiring, Prepaid Hours Low and Contract Renewal Proposed, to the customer's admins: in-app and WhatsApp (Growth); Prepaid Hours Low also by email
To your team
- New Ticket to Assign: to the team lead when a ticket has nobody
- Ticket Assigned: to the technician, and to a subcontractor's people for a new job
- Customer Replied: to the ticket's technician
- Ticket Escalated: to the escalation contacts, at each percentage step, also as a note on the ticket; WhatsApp too where set
- Sub-tasks Done, Quote Answered, Quote to Approve (Manager), Time / Materials to Approve and Contract Renewal Answered
- These go to the in-app inbox; app push is built in and reaches phones once the app is in the stores
To-dos on the ticket or contract
- Low rating: a rating of 1 or 2 gives the team lead a to-do with the feedback
- Finish a ticket to close it, when closing is blocked
- Renew the contract and prepaid hours low, to the account manager
Delivery and choices
- All Desk events are work messages: they go out at once, at any hour
- A person can switch off a channel, such as SMS, for themselves; in-app always arrives
- WhatsApp and SMS come from your message credits and need approved templates
- An administrator switches an event off for everyone or for one Entity, and changes its channels per Entity
Who uses it
RequesterGets the received, visit, on-the-way, solved and rating messages, and replies by email or on the portal.
TechnicianGets tickets assigned, customer replies and finished sub-tasks.
Team leadGets tickets to assign, escalations and low ratings.
AdministratorSwitches events and channels per Entity, edits wording and checks the Delivery Log.
Where you use it
- Web: each user's inbox and to-dos; Notifications > Delivery Log, Analysis and Configuration (Events, Templates, Providers, Template Approvals, Company Settings)
- Customer portal: the ticket page shows the same replies; email links open the ticket without a login
- The SmartMy Desk app: the Inbox (bell) lists messages and opens the ticket. Push to phones starts once the app is in the stores (built and in testing, not in the app stores yet)
What you control
Settings
- Per event: on or off and its channels, for everyone or per Entity
- Visit reminder: 2 hours before, per team
- Escalation steps: the percentage of the target and who is told, per policy
- Templates per channel and language
Works with
SmartMy Feast and SmartMy VMSNews on Your Ticket tells the requester when a refund or credit is given for a food complaint. It also tells them when a lost item is found at the gate.
Questions
Do customers get emails without any set-up?
Yes. Ticket received, visit planned, on the way, solved, the happy code and the rating request go by email with no set-up.Do customers get WhatsApp messages?
Yes, where the event has WhatsApp and you have message credits. It covers solved, waiting for you, visits, on the way, the happy code, quotes and contract alerts. If WhatsApp cannot be sent, the visit and solved messages fall back to SMS.Do technicians get a phone notification?
Not yet. Push is built into the SmartMy Desk app and starts once the app is in the stores. Until then they see the Inbox and the counts in the app, and emails.How do I check whether a customer got a message?
Open Notifications > Delivery Log. Each message shows its status and, when it was not sent, why. Emails show on the ticket's history.Related features
RESPONSE TIMESEscalation before a target is missedEscalation rules act when a share of a response-time target has passed, such as 75 % or 100 %. Each level tells the team lead, the customer's account manager or people you name, and can hand the ticket to them.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.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.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.ACROSS SMARTMY DESKApproval chainsQuotes, time and materials go to the right people in order before they reach the customer or the invoice. You add levels, such as a service manager for large quotes, without code.MORE IN THE PRODUCTTickets over WhatsAppCustomers send a WhatsApp message, photo or voice note to your number and a ticket opens for them, or their open ticket continues. Your team's replies on the ticket go back to them on WhatsApp.
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.