Several entities in one account
Run 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.
PLANSEvery plan
The problem it solves
- Your electrical AMC business and your HVAC business are separate companies, and their contracts and invoices cannot carry the same name or GSTIN.
- The same eight technicians serve both companies, and two separate systems mean two queues on their phones.
- Managers of one company must not see the other company's contracts and prices.
- The owner wants the tickets and response times of both on one screen at month end.
How it works
- Add each company as an Entity under Administration > Users & Entities > Entities, with its address, currency, logo and time zone.
- Give each person the Entities they may work in, under Allowed Entities on the user.
- Set up teams, contracts and wall screens in their own Entity. Leave issue types, response-time policies, sites and help articles empty for every Entity, or give them one.
- For a team that serves several companies, open the team and fill in Serves Entities. Its members then see and work the tickets of those Entities.
- Pick the Entity to work in from the switcher at the top. Read the reports with several Entities ticked and group by Entity to compare them.
Everything it does
What belongs to each Entity
- Tickets, teams, contracts and wall screens
- Settings under Settings > Helpdesk, such as the loaner terms, are per Entity
- Its own accounting: invoice journal, taxes and fixed asset register
- Its own approval chains, copied from the parent Entity when it is made
- Its own notification settings, following the group until you change them
Shared or per Entity, as you choose
- Issue types, response-time policies, customer sites and help articles: for one Entity, or left empty for every Entity
- Customer organisations and their people are shared contacts
- Ticket numbers come from one series (TKT/year/) for all Entities
Shared teams
- A team belongs to one Entity and can serve others through Serves Entities
- A ticket is seen by people allowed in its Entity, or in an Entity its team serves
- Each team keeps its own working hours, so response times count in that team's calendar
Who sees what
- Technicians see the tickets of their teams and their own, in the Entities they are allowed in
- Service Managers see every ticket of their allowed Entities
- A role applies in every Entity the user is allowed in
- Customers see their own tickets on the portal, whatever the Entity
Who uses it
OwnerWorks with every Entity ticked and compares them in the reports.
AdministratorAdds Entities, gives people their Allowed Entities and sets up shared teams.
Technician or team leadWorks the tickets of the Entities their team serves from one queue.
AccountantKeeps the invoices, taxes and assets of each Entity apart.
Where you use it
- Web: Administration > Users & Entities > Entities, and the Entity switcher at the top of the back office
- Web: Helpdesk > Configuration > Tickets > Teams (Serves Entities)
- Not built today: a role in one Entity only; a role applies in every Entity the user is allowed in
What you control
Settings
- Per Entity: name, address, currency, logo, time zone, and its own Helpdesk settings
- Per user: Allowed Entities
- Per team: Serves Entities (empty to start with)
- Per issue type, response-time policy, site and help article: an Entity, or empty for every Entity
Approvals
- Each Entity has its own approval chains, copied from its parent when the Entity is made
Notifications
- Each Entity follows the group's notification settings until you give it its own channels and wording
Questions
Can one technician work for two of our companies?
Yes. Put them in a team that serves both Entities, through Serves Entities, and allow them in both. Their queue holds the tickets of both.Do the two companies need separate contracts and invoices?
Yes. A contract belongs to one Entity, and its invoices come from that Entity's books with its own name and taxes.Can a manager of one company be kept out of the other?
Yes. Allow them only in their own Entity. They do not see the other Entity's contracts or tickets, unless their team serves it.Can the ticket numbers be different for each company?
Not today. All Entities use one ticket number series, so a number is never repeated across them.How many Entities can we have?
One comes with your plan, and more can be added. Tell us your group and we will confirm what your plan includes.Related features
SET-UPTeams, working hours and stagesEach service team has its members, a lead, its own working hours and holidays, and its own email address. Tickets move through stages you name, and a waiting stage stops the response-time clock while you wait on the customer, parts or a quote.RESPONSE TIMESResponse and resolution targets in working hoursResponse-time policies set how fast your team must reply and solve, per priority, for chosen teams, kinds of issue, customers and tags. Targets count in working hours and holidays or round the clock, pause while a ticket waits, and are never typed by hand.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.ACROSS SMARTMY DESKNotificationsCustomers 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.ASSETSFixed assets: register and depreciationYour vans, test instruments, tools, laptops and loaner units sit in one register with their cost, depreciation and book value. Depreciation posts to your books each month, and selling or scrapping an asset waits for your approval chain first.
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.