The technician app
Your 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.
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
- Technicians phone the office to ask which job is next and where the site is.
- Nobody on the road can see that a response target runs out in 20 minutes.
- Hours are written on paper and typed in at the end of the week, if at all.
- A job is called done, and the customer later says nobody came.
How it works
- The technician signs in to the SmartMy Desk app with the same login as the web. The app opens on the Queue, under Tickets > All Tickets in the Menu.
- The Queue shows their tickets, most urgent first, each with a countdown such as "Due in 2 h 10 min" or "Overdue 35 min". Chips switch between Mine, Unassigned, Team, Waiting and Done.
- They open a ticket: the customer, the site with Directions, the requester with Call, the equipment, the problem and the answers to the raise form. Take it makes an unassigned ticket theirs.
- Start timer when the work begins, Stop timer when it ends; a time line is added by itself. Time can also be added by hand with a work type.
- If the job stalls, the menu has Waiting on the customer or Waiting for parts, which pauses the clock, and Resume work.
- To close, the app shows what is still needed under To close. That can be the happy code from the customer, their signature on the phone, a finished checklist or an after-photo. Solve asks "What was found and done?" and the customer is asked to confirm.
Everything it does
The Queue
- Filters: Mine (yours and where you help), Unassigned, Team, Waiting (your waiting tickets), Done (your solved and closed ones)
- Search by number, title or customer; with the equipment register, by equipment too
- Countdown chip on open tickets: green, orange in the last hour, red once overdue; "SLA failed" when a target was missed
- Each line shows the number, the kind of issue, the customer and the stage; with Growth also the next visit, "Maintenance due" and "Repeat fault"
- At the top of the Menu entry: Mine, Unassigned and SLA missed counts
A ticket
- Where: customer, site, address and area; Directions opens your maps app at the site's map position or address
- The requester with name, phone and Call; the equipment with tag, make, model, serial and earlier tickets
- Problem, the answers to the form's questions, "Customer says urgent" and the visit window the customer gave
- Messages: Reply goes to the customer; Internal note stays with the team
- Photos can be added to a reply or a note
- One timer runs at a time for a technician
Closing
- Proof per kind of issue: nothing, the customer's signature, a happy code, or an after-photo
- Send the happy code sends the 4-digit code to the requester; Enter the happy code checks it
- Sign: the customer reads "I confirm the work described was done.", draws, types their name and taps Done
- Solve needs signal; a ticket with open sub-tasks or a quote still to accept cannot be solved yet
With Growth and Scale
- Growth: Visits with check-in and check-out by position, the checklist, before and after photos, parts and materials. Also scanning a QR tag, AI help, and the Board for team leads
- Scale: My van, returning unused parts, and site work saved on the phone without signal
Who uses it
Technician or agentWorks the Queue, runs the timer, replies, waits and resumes, and solves with the customer's proof.
Team leadHas the same Queue and, with Growth, the Board; approves time and materials on the web or under My approvals.
Helpdesk AdministratorGives people the technician role and sets the closing proof per kind of issue on the web.
Where you use it
- The SmartMy Desk app for Android and iPhone: built and in testing, not in the app stores yet
- The Menu holds Tickets > All Tickets (the Queue), Visits, My Requests and My van, Reports > Wall Screens, and the Inbox. "+" logs a new ticket
- Web: the same tickets under Helpdesk > Tickets
- Not in the app: quotes, invoices and approving time and materials on the ticket screen (web, or My approvals with approval chains)
What you control
Settings
- Closing proof per kind of issue: Nothing to start with
- Response and resolution targets per policy, which drive the countdown
- Who is a technician: the Technician role on the user
- Work types with rounding (15 minutes to start with) and a minimum billable time
Approvals
- Ticket time and materials: a team lead approves the lines on the web; with Growth an approval chain can add levels
Notifications
- New Ticket to Assign (to the team lead), Ticket Assigned and Customer Replied: in the app's Inbox. App push is built and not switched on yet
- Ticket Escalated: to the people the escalation step names, in the app's Inbox and by WhatsApp from message credits. It is also noted on the ticket
- Happy Code: to the requester, in the app's Inbox and by WhatsApp, else SMS, from message credits; and by email
Questions
Does the app work on Android and iPhone?
Yes, it is one app for both. It is built and in testing and is not in the app stores yet.Can a technician pause the response clock?
Yes. Waiting on the customer or Waiting for parts moves the ticket to a waiting stage, which pauses the clock. Resume work starts it again.How does the customer prove the job was done?
You choose per kind of issue: the customer's signature on the phone, a 4-digit happy code sent to them, an after-photo, or nothing.Will the phone buzz for a new ticket?
Not yet. App push is built in and not switched on. New tickets and replies land in the app's Inbox and on the Queue counts.Can technicians work where there is no signal?
With the Scale plan, yes: site work is saved on the phone and sent later. Taking a ticket and solving it still need signal.Related features
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.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.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.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.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.MORE IN THE PRODUCTWall screen for a TV and the board in the appPut a live board of your service office on a TV. It shows open and unassigned tickets, targets due soon and missed, who is on site and where, each technician's load and today's visits. Team leads see the same board in the app.
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.