Tickets from Facility and Hostel with the room filled in
With 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.
PLANSFrom GrowthWith SmartMy FacilityWith SmartMy Hostel
The problem it solves
- A projector fault is reported after a booking, and the same room is booked again the next morning.
- A resident says the fan in their room is broken, and the technician has to phone to ask which room.
- The warden's inspection finds damage, and the list stays on paper.
- Damage is repaired, but nobody charges the resident who caused it.
How it works
- SmartMy Desk installs the link by itself when Facility or Hostel is in the same account, from the Growth plan of SmartMy Desk.
- In SmartMy Facility, every issue reported on a room (damage, or a fault found during or after a booking) opens a ticket for that room. The person who reported it is the requester, and the issue's severity becomes the priority.
- If the issue is marked Out of Service Until Fixed, the room is blocked for new bookings until the ticket is solved. Solving the ticket marks the issue resolved and frees the room.
- In SmartMy Hostel, residents with an active stay and their guardians raise tickets from the portal or the SmartMy Desk app. The ticket gets the Hostel, the Hostel Stay and the Room.
- When a room inspection is finished, each finding of the kind Damage or Needs maintenance opens a ticket for the room.
- On a hostel ticket, a team lead can click Charge the Resident to post a damage charge on the stay; the hostel bills it.
Everything it does
The room on a ticket
- Room, with its Block and Floor, from the shared location list of your buildings
- Search and group tickets by room, block or floor
- A room's own record has Open Tickets, listing what is still open on it
- Any ticket about your own buildings can name a room, not only those from Facility and Hostel
SmartMy Facility
- Every facility issue opens a ticket of the issue type chosen in Settings, under Facility issues
- Severity of the issue becomes the ticket's priority
- Out of Service Until Fixed adds a maintenance blocked time to the room until the ticket is solved
- The issue shows the ticket and its stage; solving the ticket resolves the issue
- Charging the person who booked stays in Facility billing
SmartMy Hostel
- Residents of an active stay and their guardians are internal requesters: their tickets are never billed
- Each hostel can name its Helpdesk Team; a routing rule still comes first
- Inspection findings of the kinds Damage and Needs maintenance open tickets for the room. The finding shows its ticket, and the inspection hears when it is fixed
- Charge the Resident (team leads): the resident, what it is for and the amount. It is posted as a hostel damage charge on the stay, not as a quote
Who uses it
Booker or facility staffReports the issue in SmartMy Facility and marks the room out of service if needed.
Resident or guardianRaises a ticket about the room and follows it on the portal or in the SmartMy Desk app.
WardenFinishes a room inspection; the findings become tickets.
Team leadAssigns the work, and charges damage to the resident's stay.
Where you use it
- Web: Helpdesk > Tickets with the Room, Block and Floor; the room's record in the location list
- SmartMy Facility: the issue form with its ticket and stage
- SmartMy Hostel: the inspection and its findings; the stay with the damage charge
- The SmartMy Desk app for residents and technicians (built and in testing, not in the app stores yet). The SmartMy Hostel app has no helpdesk screen
What you control
Settings
- Facility issues: the issue type these tickets get (Settings, Helpdesk)
- Helpdesk Team on each hostel
- Who May Raise on the kinds of issue residents should see
- Out of Service Until Fixed: on the issue, off to start with
Notifications
- The same ticket messages as for any requester: Ticket Received and Ticket Solved by email, and in the app's Inbox
- The inspection and the facility issue get a note when the ticket is solved
Works with
SmartMy FacilityIssues on a room open tickets, and a room can stay out of booking until the fix.
SmartMy HostelResidents and guardians raise tickets for their room; inspection findings open tickets; damage is charged to the stay.
Questions
Can a broken room still be booked?
Not if the issue is marked Out of Service Until Fixed. The room is blocked for new bookings until its ticket is solved.Do residents need the SmartMy Hostel app to raise a ticket?
No. They use the helpdesk portal or the SmartMy Desk app with the same login. The Hostel app has no helpdesk screen.Is damage billed through the helpdesk?
No. Charge the Resident posts a damage charge on the stay, and the hostel bills it with the resident's other charges.Why is this not in the Starter plan?
The room on a ticket comes with sites and locations, which start in the Growth plan of SmartMy Desk.Related features
WITH OTHER SMARTMY PRODUCTSTickets from Feast, HRMS, Campus, VMS and TransitWhere you also run other SmartMy products, their people raise tickets in SmartMy Desk with what that product knows already filled in. That is the employee and department, the student and class, the rider and route, the food outlet, the gate. Some events there open a ticket by themselves.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.WORKING A TICKETRouting and assignment by turn, load or skillRouting rules send each new ticket to the right team by issue type, customer and site. The team then gives it to a technician: by hand, in turn, to the least loaded member, or by skill.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.