Site visits with check-in and check-out
Plan each trip to the site inside the ticket. The customer agrees to the time and is told when the technician is on the way. Check-in and check-out record the time and the phone's position, start and stop the timer, and meet the arrival target.
PLANSFrom Growth
The problem it solves
- Customers say nobody came, and you have no record of when the technician arrived or left.
- Technicians reach the site and find it locked, and the wasted trip is never charged.
- Customers wait at home all day because nobody told them when the technician would come.
- Visits sit in a diary, apart from the ticket, so the history of the job is in two places.
How it works
- On the ticket, press Plan Visit. Check Planned From and Planned To (two hours to start with), the Technicians and the Purpose, such as Inspection.
- The requester gets a message with the planned time, and a reminder before the visit. They press This time suits me on the portal or in the app, or you press Customer Confirmed after a call.
- On the day, the technician opens the visit in the app and taps On the Way. The requester is told.
- Check In records the time and position and meets the arrival target. It also loads the checklist and starts the timer.
- The technician fills in the checklist, writes the outcome, adds before and after photos and lets the customer sign with their name.
- Check Out records the time and position and stops the timer. If nobody was there, No Access with the reason ends the visit and the ticket waits on the customer.
Everything it does
A visit
- States: Planned, Confirmed, On the Way, On Site, Done, No Access, Cancelled
- Several visits per ticket, each with its own technicians and purpose
- The visit's technicians default to the ticket's technician; a ticket with none takes the first visit technician
- Outcome, Before Photos, After Photos, signature with Signed By and the time
- Charge a Call-out: a tick box to bill a call-out for this visit, for example when nobody was there. Billing with Growth, unless the contract covers call-outs
- Location tab: latitude and longitude at check-in and check-out
Customer side
- Visits on the ticket page with day, time and technician's name
- This time suits me confirms the slot
- A message when the visit is planned, a reminder before it, and a message when the technician is on the way
- After No Access the ticket shows Waiting for you
Lists and figures
- Helpdesk > Tickets > Visits as a calendar or a list. Filters: My Visits, Upcoming (shown first), Today and No Access. Group by status or site
- First Time Fix on each ticket: solved with at most one visit made
- The service report lists each visit with arrival, departure, technicians and outcome
- Visits of your people, and of a subcontractor's people (Scale), on the same ticket
In the app
- Visits: your week, grouped by day, with time, ticket, site and status
- The visit screen: site address and access notes, call the site, directions
- Checklist, photos and signature only while checked in
- With Scale, check-in, check-out, photos and signature also without signal, sent later at their real time
Who uses it
Team Lead or coordinatorPlans visits and their technicians.
TechnicianTaps On the Way, checks in and out, and records the work on site.
RequesterConfirms the time and signs off the work.
Service ManagerReviews visits, no-access trips and first-time fix.
Where you use it
- Web: Plan Visit on the ticket, the Visits tab and Helpdesk > Tickets > Visits
- The SmartMy Desk app: Visits in the Menu and the visit screen (built and in testing, not in the app stores yet)
- Customer portal: visits on the ticket page with This time suits me
- Not live tracking: the position is taken only at check-in and check-out, and there is no route planning
What you control
Settings
- Visit Reminder (hours before), per team: 2 to start with
- Needs a Visit per issue type, on to start with: tickets of that type get an arrival target
- Planned length of a new visit: 2 hours, changed on the visit
Notifications
- Technician Visit: to the requester when planned and before the visit, by email, in the app's Inbox, and by WhatsApp or SMS from credits
- Technician on the Way: to the requester, by email on the ticket, in the app's Inbox and by WhatsApp or SMS where switched on
- Both are work messages: they go out at once, at any hour
Questions
Can the customer dispute that the technician came?
Each visit keeps the check-in and check-out times and the phone's position, the customer's signature with their name, and the photos. The service report prints the visit times.Can we charge for a wasted trip?
Yes. Tick Charge a Call-out on the visit. It is billed with the ticket's work unless the contract covers call-outs.Does the customer need the app to confirm a visit?
No. They can confirm on the portal, even from the email link without signing in, or tell you by phone.Can we see technicians move on a map?
No. Only the positions at check-in and check-out are kept. Live tracking is not offered.Which plan has visits?
Growth and Scale. Work without signal on the phone comes with Scale.Related features
RESPONSE TIMESArrival-on-site targets and a contract's own response timesFor work at the customer's site, set how fast a technician must arrive; the target is met when the technician checks in on the visit. A contract can carry its own response times and service hours, which take the place of your general ones for that customer.WORKING A TICKETChecklists with readings and before and after photosEach kind of issue or type of equipment can carry a checklist: yes or no, numbers, readings with their unit, text and photos. It opens on the visit when the technician checks in, and required questions must be answered before the ticket can be solved.WORKING A TICKETTime on tickets with a timer, work types and timesheetsTechnicians log time on each ticket with a timer or by hand, by work type: normal hours, after hours, holiday, emergency, call-out or travel. The team lead approves the hours before they are billed, and each line can also land on the technician's timesheet.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 APPSite work without signalIn basements, plant rooms and remote sites the technician keeps working in the app. Check-in and check-out, the checklist, photos, the signature, the timer, time, parts and notes are saved on the phone. They are sent later with the time they really happened.CLOSINGClosing proof and the service reportA ticket is solved only with a resolution note and the proof its kind of issue asks for. The proof is the customer's signature, a four-digit happy code from the requester, or an after-photo. The requester then gets the solved email with a service report as a PDF.
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.