Ticket history, and what customers never see
Every 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.
PLANSEvery plan
The problem it solves
- A customer disputes a bill and nobody can say who changed the technician's hours.
- An internal remark about a difficult customer is sent to that customer by mistake.
- One person at a client company reads every ticket of the company, including the MD's.
- Hours are edited after the invoice went out, and the books no longer match.
How it works
- Every change of a ticket is written in its history at the bottom. That covers stage, team, technician, priority, coverage, quote, approval and the rest, with the person and the time.
- Your team writes to the customer with Send message and to each other with Log note. Only sent messages reach the customer's email, the portal and the app.
- Customers see the tickets they raised or follow. A customer admin, or every member when the organisation allows it, sees all of the organisation's tickets.
- Cost prices, labour cost and margins are shown to team leads and above only. The happy code is never shown to the technician.
- When a time or material line is invoiced, it can no longer be changed or deleted.
Everything it does
The ticket history
- Tracked: subject, customer, requester, issue type, priority, tags, team, technician, stage, contact details, exact location, assigned, first response, solved and closed times
- Escalations, merges, splits, subcontracting and approvals leave a note on the ticket
- Changes to a customer's portal access and roles are kept on the organisation's record
- Nobody can change or remove a history line
What customers see
- Their tickets, with status, expected times, visits, parts they buy, the resolution and the service report
- Public replies only, oldest first, with their files; internal notes and system notes stay inside
- Never cost prices, labour cost, material cost or margins
- Members see their own and followed tickets; admins see all of the organisation's, and members too when Members See All Tickets is on
- Internal requests from staff, students or residents are never billed or quoted
What your team and subcontractors see
- Technicians see the tickets of their teams and their own; service managers see all
- Technicians change only their own time lines, and only while they are To Approve
- Subcontractors see their jobs only: never the customer's conversation, prices, other people's costs or internal notes; their notes stay internal
- The happy code is kept from technicians; they ask the requester for it
Locks
- Invoiced time and material lines cannot be changed or deleted
- An estimate is locked once the customer accepts the quote
- Response and resolution deadlines are worked out by the system, never typed
Confidential matters
- With SmartMy Grievance, harassment, ragging and misconduct are reported through the confidential form, never as a ticket
- The raise page and the app link to the confidential form and to an anonymous page
Who uses it
Service managerReads the history of any ticket and sees costs and margins.
Team leadSees costs on their teams' tickets and approves time and materials.
TechnicianWrites replies and internal notes, and changes only their own time while it is To Approve.
Customer adminSees all the organisation's tickets and decides whether members may see them too.
Where you use it
- Web: the history at the bottom of each ticket, contract and customer organisation
- Customer portal and the SmartMy Desk app: public replies and status only (the app is built and in testing, not in the app stores yet)
- Not in customer workspaces yet: one list of every change across the system with an undo button; today each record keeps its own history
What you control
Settings
- Members See All Tickets: per customer organisation, off to start with
- Who may raise each issue type: customers, internal requesters or both
Works with
SmartMy GrievanceConfidential complaints go to the grievance app, never into a ticket.
Questions
Can a customer ever see an internal note?
No. The portal, the app and the emails carry only the replies your team sends with Send message. Notes written with Log note stay inside.Can every person at a client company read all its tickets?
Only the organisation's admins, unless you turn on Members See All Tickets for that organisation. Other members see the tickets they raised or follow.How do we find out who changed the hours on a ticket?
Open the ticket and read its history, and the time line itself. Once invoiced, the line can no longer be changed.Do subcontractors see our prices?
No. They see their own jobs, their own hours and their own materials, never your prices, the customer's conversation or internal notes.Can a harassment complaint be raised as a ticket?
It should not be. With SmartMy Grievance, the raise page points to the confidential form, and the case never becomes a ticket.Related features
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.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.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.MORE IN THE PRODUCTSubcontractors working your ticketsGive a ticket to an outside firm, such as a lift or fire-system specialist. Their people accept it, visit, and log hours, materials and notes on their own Jobs pages and app. You keep the ticket, the customer and the billing.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.PRIVACY, AUDIT, PLATFORMSeveral entities in one accountRun the service firms of your group, such as an AMC company and a trading arm, in one SmartMy Desk account. Each Entity keeps its own tickets, contracts, settings and books, and one team can work the tickets of several of them.
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.