Scan a QR tag to raise a ticket
Every 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.
PLANSFrom Growth
The problem it solves
- The person reporting a fault does not know the unit's model, tag number or even which AC it is.
- Tickets name the wrong floor or the wrong building, and the technician hunts for the unit.
- A technician on site cannot tell whether the unit in front of them already has an open ticket.
How it works
- The customer's admin opens Sites and equipment on the portal and clicks QR on a site, or Print QR Tag on a unit's page.
- A small tag opens with the organisation's name, the QR code, the unit's or site's name and the line Problem? Scan to raise a ticket. Print it and stick it on the unit.
- Anyone of that organisation scans it with the phone's camera. After signing in, the New ticket form opens with the unit and its site filled in, or the site.
- When the unit's type offers one kind of issue the person may raise, that kind is chosen too. They describe the fault, add a photo and raise it.
- In the app, a requester taps the scan button on the New ticket screen and the site, unit and kind of issue are filled in.
- A technician scans from the Queue and sees the unit's customer, site, make, model, serial and warranty. Up to 20 of its open tickets are listed.
Everything it does
Tags
- One QR code per unit and per site, made by itself; the code is random and reveals nothing by itself
- The tag carries a web link, so any phone camera can read it; no app is needed to raise
- Printed from the customer portal by the organisation's people who can see that site or unit
- The back office shows the tag's code to Service Managers; there is no print button in the back office yet
Who can use a tag
- Only people of the organisation the tag belongs to, who may raise tickets
- Anyone else sees: This tag belongs to another organisation, or you cannot raise tickets
- A person not signed in is sent to sign in first, then to the form
- Allowed Sites still apply: a unit outside the person's sites is not filled in
In the app
- Requesters: the scan button on New ticket fills in the site, the unit and the kind of issue
- Technicians: the scan button on the Queue shows the unit and its open tickets; tap one to open it
- The phone asks for camera permission the first time
- A ticket raised through a tag is recorded with the channel Portal or App, like any other raised there
Who uses it
Customer adminPrints the tags from the portal and has them stuck on the units and at the sites.
Customer memberScans the tag on a faulty unit and raises a ticket in seconds.
TechnicianScans a tag on site to confirm the unit and see its open tickets.
Where you use it
- Customer portal: QR on a site and Print QR Tag on a unit's page; the link on the tag opens the raise form
- The SmartMy Desk app: the scan button on New ticket and on the Queue (built and in testing, not in the app stores yet)
- Not in the back office: printing tags
What you control
Settings
- Nothing to switch on: every unit and site gets its tag
- Per kind of issue on the equipment type: which kinds are offered for that unit
Notifications
- Ticket Received: to the person who raised it, by email, as for any ticket
Questions
Can a visitor or passer-by raise a ticket by scanning?
No. The person must sign in and belong to the organisation the tag belongs to. Others see that the tag belongs to another organisation.Do customers need the app to scan?
No. Any phone camera opens the link on the tag in the browser. The app's scan button fills the form in the app.Can we print the tags ourselves before installation?
The tags are printed from the customer portal. Sign in as a person of that customer, or ask the customer's admin to print them. A print button in the back office is not built yet.What does the technician see on scanning?
The unit's customer, site, make, model, serial number and warranty date, and its open tickets, up to 20.Related features
CUSTOMERS, SITES AND EQUIPMENTEquipment register with QR tags and service historyRegister each customer unit, such as an AC, a DB panel, a UPS or a lift. Keep its tag number, make, model, serial, warranty end, criticality and photo. Its tickets build its service history, its QR tag opens the raise form, and a unit that keeps failing is flagged.CUSTOMERS, SITES AND EQUIPMENTCustomer sites with map position, access hours and areasKeep every building or branch of a customer as a site. Each has its address, map position, contact, access hours, gate notes, and the blocks, floors and rooms inside it. Tickets name the site and area, and technicians get directions and the access notes before they go.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.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.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.