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Raise a ticket from the portal, the app or the office

Customers 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.
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The problem it solves

  • Complaints come by phone, WhatsApp, email and in the corridor, and half are never written down.
  • The ticket says AC not working, with no branch, no floor and no photo.
  • The technician arrives when nobody is there to open the door.

How it works

  1. The requester opens New ticket on the portal or in the app and chooses What is the problem about. Only the kinds they may raise are offered.
  2. They type a short title. They choose the site, the unit and the area if asked, or note the Exact spot, such as 2nd floor, room 204.
  3. They describe What is happening, answer the questions of that kind, and add photos. On the portal they can also attach a video or a voice recording.
  4. They fill in When can we come and tick whether the technician may enter when no one is there. They tick It is urgent only when work is stopped or there is a safety risk.
  5. They press Raise Ticket. The ticket gets its number, team, priority, contract cover and response times. The requester gets an email with the times the team expects to respond.
  6. For a caller or walk-in, your office clicks New under Helpdesk > Tickets > All Tickets and sets the Channel to Phone / Walk-in.

Everything it does

The raise form

  • What is the problem about: the kinds of issue this person may raise
  • About: whom the ticket is for, when the person has a choice, such as a parent with two children or a resident with two flats
  • Short title and What is happening
  • Site, Equipment and Area (Growth), only the person's own sites; Not about one piece of equipment
  • Exact spot: a room or floor in plain words
  • The kind of issue's questions; a star marks the required ones
  • Photos: required where the kind asks for a photo
  • When can we come, The technician may enter when no one is there, It is urgent (work is stopped, safety risk)
  • Help articles that may answer it are shown under the title, so no ticket is needed (Scale)

Files

  • Portal: photos, video and audio files can be attached; a voice note is attached as an audio file, there is no recorder on the page
  • App: photos from the camera or the gallery; the app does not attach video or audio

What the ticket gets

  • A number, the team (routing rule, site, customer or kind of issue), the stage New
  • Priority from the kind of issue, raised by the unit's criticality (Growth)
  • It is urgent does not change the priority: an agent confirms it by raising the priority
  • Contract and coverage (Growth), and its response-time targets

Rules

  • A customer's person may raise for their organisation's sites, or only their Allowed Sites
  • Internal requesters (employees, students, parents, residents) are never asked for a site or unit
  • Before the ticket is made, open tickets on the same unit, or the same site and kind, are offered first (see Duplicates, merge and split)

Who uses it

Customer member or adminRaises tickets on the portal or in the app and follows them.
Internal requesterAn employee, student, parent or resident raises a ticket from the SmartMy product they already use.
Technician / AgentEnters a ticket for a caller or walk-in, or with + in the app.

Where you use it

  • Customer portal: New ticket
  • The SmartMy Desk app: New ticket under My Tickets, and + for staff (built and in testing, not in the app stores yet)
  • Web: Helpdesk > Tickets > All Tickets > New, for a phone call or walk-in
  • Email, WhatsApp (Scale), a QR tag (Growth) and the other SmartMy products: see their own pages

What you control

Settings

  • Per kind of issue: Who May Raise, Photo Required, questions, Site Required and Equipment Required (Growth)
  • Per person: Allowed Sites (Growth)

Notifications

  • Ticket Received: to the requester, by email, with the ticket number and the expected times
  • New Ticket to Assign: to the team lead when nobody was given the ticket, in the app's inbox

Works with

SmartMy HRMS, Campus, Feast, VMS, Transit, Facility and HostelPeople raise tickets from the products they already use; Facility and Hostel fill in the room (Growth).

Questions

Can a customer record a voice note?

On the portal they can attach an audio file, such as a voice recording made on the phone. There is no recorder on the page, and the app attaches photos only.

Does It is urgent jump the queue?

Not by itself. The ticket shows that the customer asked for urgent, and an agent confirms it by raising the priority, which also tightens the response times.

Do customers need a login?

To raise on the portal or in the app, yes. They can also write to a team's email address. A link in any ticket email opens that ticket without signing in.

Is the phone app in the app stores?

Not yet. It is built and in testing. Customers can use the portal in a phone's browser meanwhile.

Related features

RAISING A TICKETTickets from email, with unknown senders heldEach team can have its own email address, such as support@ or maintenance@. An email to it becomes a ticket for that team, and replies land on the same ticket. Senders you do not know are held for review, added by their email domain, or turned away.RAISING A TICKETScan a QR tag to raise a ticketEvery unit and every site has its own QR tag. A customer's person scans it with the phone's camera, signs in, and the raise form opens with the unit or site already filled in. In the SmartMy Desk app, requesters scan to fill the form and technicians scan to see what the unit is and its open tickets.RAISING A TICKETDuplicates, merge and splitBefore a new ticket is made, the portal and the app show matching open tickets. They are on the same unit, or the same site and kind of issue. Yes, me too lets the person follow that ticket instead. Team leads merge duplicates that got through, and anyone working a ticket can split off a second problem into its own ticket.SET-UPKinds of issue with their own raise formKinds of issue form a tree, such as AC > Not cooling. Each kind decides its team, skills, priority and who may raise it. It also sets the questions on the raise form and whether a photo, site or unit is required.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.

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.
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