The requester app
The 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.
PLANSEvery plan
Built and tested on our test systems and an iPhone simulator. It has not yet run on a real phone at a customer and not in the app stores yet.
The problem it solves
- Customers phone to ask whether anyone has looked at their complaint.
- A fault is reported on WhatsApp to one technician and never reaches the office.
- Nobody can show that the customer agreed the job was fixed.
- Employees, students or residents report the same broken light five times.
How it works
- A customer's person, an employee, a parent or a resident signs in to the SmartMy Desk app. They open on My Tickets, with the open tickets counted on the Menu.
- "+" opens New ticket: they choose what the problem is about, type a short title and describe what is happening. They answer the questions your form asks and add photos with the camera.
- Before the ticket is raised, open tickets that look like the same problem are offered under "Is it one of these?". Me too follows one of them instead of raising a new one.
- On the ticket they see its status in plain words, the visits and the messages. They also see the times they can expect: Response by, On site by and Resolution by. A note tells them when the team is waiting for them.
- When the team solves it they see "The team marked this solved. Is it fixed?" and answer Yes, it is fixed or No, not fixed with what is still wrong.
- Once closed, they give one to five stars under How did we do?, with a comment if they like.
Everything it does
Raising a ticket
- What is the problem about? lists the kinds of issue this person may raise; About asks whom it is for, such as which child or flat, where that applies
- Short title, What is happening?, the form's own questions, and When can we come?
- The technician may enter when no one is there, and It is urgent (work stopped, safety risk)
- Add a photo takes pictures with the camera; a kind of issue can make a photo required
- With Growth: Site and Equipment, and a scan button that fills them from the QR tag
- With Scale: "These may answer it right away:" offers help articles while the title is typed; Yes, no ticket needed closes the form
Following a ticket
- My Tickets with Open and Closed; a technician who raises their own requests sees them as My Requests under Tickets
- Status in plain words, the expected times and "The team is waiting for you: send a message."
- Messages with the team, with photos; the team's internal notes are never shown
- With Growth: Suits me confirms a planned visit. You are buying lists parts the customer agreed to buy, and It is on site says they arrived
Confirm, reopen and rate
- Confirm or say not fixed after the ticket is solved. An unanswered solved ticket closes by itself after 3 days (a setting per kind of issue)
- Not fixed? Reopen stays for 7 days after closing (a setting per kind of issue); later, a new ticket is linked to the old one
- Rating 1 to 5 stars with a comment, once, by the person who raised the ticket
Who uses it
Customer's personRaises and follows tickets for their organisation and confirms the fix.
Employee, student, parent or residentRaises tickets as an internal requester with SmartMy HRMS, Campus, Hostel or Society; these tickets are never billed.
TechnicianCan raise requests of their own, seen as My Requests.
Where you use it
- The SmartMy Desk app for Android and iPhone: built and in testing, not in the app stores yet
- The same on the web: the customer portal, which also has quotes, invoices, team management and contracts
- Not in the app: video and voice notes (the portal accepts video and audio files), quotes, invoices and the customer's team
- Not without signal: requester screens need a connection
What you control
Settings
- Who may raise each kind of issue: customers, internal requesters, or both
- Questions on the raise form and whether a photo is required, per kind of issue
- Auto-close after: 3 days; reopen window: 7 days; both per kind of issue
- Proof at closing per kind of issue: the happy code or signature the requester gives the technician
Notifications
- Ticket Received, the team's replies, Ticket Solved and the rating request: by email, from the ticket
- Ticket Waiting for You, Ticket Solved and News on Your Ticket: in the app's Inbox, and by WhatsApp, else SMS, from message credits
- Technician Visit and Technician on the Way (Growth): in the app's Inbox, and by WhatsApp, else SMS, from message credits
- App push is built into the app and not switched on yet
Works with
SmartMy HRMS, Campus, Hostel and SocietyTheir employees, students, parents and residents use this same app to raise and follow tickets, with the department, child, room or flat filled in.
Questions
Do our customers need a separate app?
No. They use the SmartMy Desk app with their own login and see only the screens for people who raise tickets.Can a customer send a video of the fault?
Not from the app, which takes photos with the camera. On the customer portal they can attach video and audio files.Can the customer see our internal notes or costs?
No. They see public replies, the status in plain words, the visits and the work done.What if the customer never confirms the fix?
A solved ticket closes by itself after 3 days, a setting per kind of issue. They can still reopen it for 7 days.Can a parent raise a ticket about one child?
Yes. With SmartMy Campus, a parent with several children chooses which child under About.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 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.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.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.PHONE APPThe technician appYour technicians work their tickets on the phone. They get a queue with the time left on each target, the ticket with directions and a call button, and the timer. They wait, resume and solve with the customer's closing code or signature.WITH OTHER SMARTMY PRODUCTSTickets from Feast, HRMS, Campus, VMS and TransitWhere you also run other SmartMy products, their people raise tickets in SmartMy Desk with what that product knows already filled in. That is the employee and department, the student and class, the rider and route, the food outlet, the gate. Some events there open a ticket by themselves.
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.