Customer sites with map position, access hours and areas
Keep 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.
PLANSFrom Growth
The problem it solves
- A client has twelve branches and the ticket just says the AC in the office is not working.
- The technician reaches the gate and finds the site opens only after 10, or needs a gate pass nobody mentioned.
- Directions are sent by WhatsApp each time, and the new technician still goes to the wrong building.
- Staff at one branch raise tickets for branches that are not theirs.
How it works
- Open Helpdesk > Customers > Sites and create a site with its name, Customer and address.
- Fill in the Latitude and Longitude, so the app can open directions to the exact spot.
- Add the Site Contact and phone, the Access Hours (for example Mon-Sat 9:00-18:00) and the Access Notes: gate pass, parking, keys, safety rules.
- Choose a Default Team if this site is served by a team other than the customer's.
- In the Areas tab add blocks, floors and rooms; an area can sit Inside another, such as Block A / Floor 2 / Server room.
- The customer's people then raise tickets for their sites and areas. The technician sees the site, its access notes and a Directions button in the app.
Everything it does
Site fields
- Name, code, Customer, address (street, city, PIN, state, country)
- Latitude and Longitude for directions
- Site Contact (a person of the customer) and phone
- Access Hours and Access Notes, seen by technicians and subcontractors
- Default Team: tickets of the site go to it before the customer's default team
- Entity: empty means served by every Entity; when set, tickets of the site belong to that Entity
- Areas: a tree of blocks, floors and rooms
- A QR code of its own, for the printable tag
On tickets
- Site and Area on the ticket; Exact Location for a spot not in the areas
- A kind of issue can require a site (Site Required, on to start with)
- Customer's people choose only their sites; a person's Allowed Sites can narrow it
- Routing rules can send a site's tickets to a team
- The ticket list can be grouped and filtered by site, on the web and on the portal
- Contracts can cover only some sites
For the technician
- The app shows the site's address, contact, phone, access hours and notes
- Directions opens the phone's maps at the site's position, or at the address when there is no position
- A call button rings the site's phone
- The visit reminder email to the requester repeats the access notes
Who uses it
Service ManagerEnters the customer's sites, areas, access details and default teams.
TechnicianReads the access notes, opens directions and calls the site contact from the app.
Customer adminSees the organisation's sites on the portal and limits each colleague to some sites.
Customer memberRaises tickets for the sites they are allowed, with the area or exact spot.
Where you use it
- Web: Helpdesk > Customers > Sites
- Customer portal: Sites and equipment, with Raise Ticket and the QR tag on each site
- The SmartMy Desk app: the site on each ticket with Directions and a call button (built and in testing, not in the app stores yet)
- Subcontractor pages: the access hours and notes on each job (Scale)
What you control
Settings
- Site Required on each kind of issue: on to start with
- Allowed Sites per person: empty means all the organisation's sites
- Default Team per site: empty means the customer's team
Notifications
- Technician Visit: the reminder to the requester before a visit includes the site's access notes, by email
Works with
SmartMy Facility and SmartMy HostelTickets raised there arrive with the room filled in.
Questions
Can staff at one branch raise tickets for another branch?
Not if their admin limits them. Each person can have Allowed Sites; they then see and choose only those sites.Do we need the map position?
No, but it helps. With latitude and longitude, Directions in the app opens the exact spot; without them it searches the address.A customer has no sites yet. Can they raise tickets?
Site Required is on for every kind of issue to start with. Add at least one site first, or untick Site Required on kinds that need none.Can we import a client's 40 sites from a sheet?
Not yet. Importing customers, sites or equipment is not offered; they are entered on the screen.Related features
CUSTOMERS, SITES AND EQUIPMENTCustomer organisations, their people and account managersEach customer is an organisation with its people, its email domains, a default team and an account manager. Its people sign in to the portal as admins or members. You decide whether members see only their own tickets or all of the organisation's.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.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.WORKING A TICKETSite visits with check-in and check-outPlan 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.WITH OTHER SMARTMY PRODUCTSTickets from Facility and Hostel with the room filled inWith SmartMy Facility or SmartMy Hostel in the same account, a fault on a room becomes a ticket. It has with the room, block and floor filled in. A broken room can be kept out of booking until the ticket is solved, and hostel damage can be charged to the resident's stay.CUSTOMER PORTALSites, equipment and contracts on the portalYour customers see their sites with the equipment installed there, each unit's service history, and their contracts. A contract shows what is covered, the response times per priority, preventive maintenance, fees and prepaid hours left. Admins answer contract renewals online.
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.