Tickets from Feast, HRMS, Campus, VMS and Transit
Where 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.
PLANSEvery planWith SmartMy FeastWith SmartMy HRMSWith SmartMy CampusWith SmartMy VMSWith SmartMy Transit
Why it matters
On a campus, an office or a gated site, complaints arrive from many places: employees, parents, residents, guards, the canteen. Each one usually goes to a different person in a different way, and nobody knows how many are open. With SmartMy Desk, the people already in your other SmartMy products raise tickets with their own login. The ticket already knows the department, the child, the route, the outlet or the gate. Some complaints raise themselves, such as a poor meal rating or a broken barrier. One desk sees all of them, with the same response times and reports.
The problem it solves
- Employees email IT, phone admin and message HR, and nobody can say how many requests are open.
- A parent complains about the bus, and the desk has to ask which child, which route and which bus.
- A low meal rating with an angry comment is read by nobody.
- A broken barrier at the gate is reported by the guard on the phone and forgotten by the next shift.
How it works
- SmartMy Desk installs the link by itself when the other product is in the same account. Nothing else is bought.
- You choose which kinds of issue each group may raise (Who May Raise: internal requesters, customers, or both). You also choose which team takes them: a team on the department, the outlet or the transport office, or a routing rule.
- Employees, students, parents, riders and society residents sign in to the helpdesk portal or the SmartMy Desk app and raise a ticket. The ticket carries the employee and department, the student and class section, or the rider, route and vehicle.
- Some events open a ticket without anyone raising it. One is a meal rated at 2 stars or less with a comment. Others are a guard's Report a Problem on a gate, a host's complaint and a lost-item ticket that becomes a lost report at the gate.
- The team works it like any other ticket. Raised From on the ticket opens the record it came from. The list can be searched and grouped by Department, Class Section, Route, Food Outlet or Gate.
Everything it does
SmartMy HRMS: employees
- Employees raise tickets for the HR, IT or admin desk; the ticket gets the Employee and Department
- Each department can name its Helpdesk Team
SmartMy Campus: students and parents
- Students, parents and guardians raise tickets about fees, transport, exams or certificates; the ticket gets the Student and Class Section
- A parent with several children chooses which child under About
- Each academic department can name its Helpdesk Team
- Per kind of issue, Student Tickets Go To: The Team, The Class Teacher or The Head of Department; the team stays on the ticket
- A Helpdesk card on each child's page of the parent portal shows the child's open tickets; an institution can hide it
SmartMy Transit: riders and parents
- Kinds of issue marked About Transport get the Rider, Route and Vehicle and go to the transport team set in Settings
- Needs the Growth plan of SmartMy Transit; bus breakdowns stay in Transit's maintenance
SmartMy Feast: food complaints
- A meal rated at or below the set stars (2 to start with) with a comment opens a ticket for the outlet. The disliked dishes are listed
- People with an active meal plan raise tickets; the ticket gets their home outlet
- Each outlet can name its Helpdesk Team
- Refund / Credit on the ticket: a wallet credit or a refund paid out. It is approved by the outlet's managers (else a food administrator) through an approval chain. The customer is told on the ticket
SmartMy VMS and Society
- Guards report a broken kiosk, scanner, barrier or light from the gate screen, the Guard app or the back office, with a photo and Urgent. The ticket gets the Gate, and guards need no helpdesk role
- A host's complaint from the host portal or the Host app opens a ticket. The host sees its status and the team's replies, never internal notes
- A ticket of the lost-item kind opens a lost report at the gate; handing the item over solves it
- Residents of a society raise tickets for repairs and common areas; the ticket gets the Flat
Rules for all of them
- These people are internal requesters: their tickets are marked Internal Request and are never covered by a contract, quoted or invoiced
- They are not counted against your plan
- Harassment, ragging and misconduct are never tickets: with SmartMy Grievance, the raise page links to the confidential form
Who uses it
Employee, student, parent, rider or residentRaises and follows tickets on the helpdesk portal or in the SmartMy Desk app.
Guard or hostReports a gate problem or a complaint from their own VMS screens.
Helpdesk AdministratorSets Who May Raise per kind of issue and the teams per department or outlet. Also sets the issue types used for gate problems, lost items and food complaints.
Outlet managerApproves or rejects refunds and wallet credits asked from a food ticket.
Where you use it
- Helpdesk portal and the SmartMy Desk app (built and in testing, not in the app stores yet) for the people who raise tickets
- The other product's own screens for automatic tickets: meal ratings, the gate, the host portal
- Web: Helpdesk > Tickets, with Food Refunds / Credits under Tickets
- Not in the other products' apps: SmartMy HRMS, Campus and the Resident app have no helpdesk screen; their people use the SmartMy Desk app
What you control
Settings
- Who May Raise per kind of issue
- Helpdesk Team on each department, academic department and outlet; Transport team in Settings
- Food complaints: the issue type and Ticket for Ratings Up To (stars), 2 to start with
- Gate problems and Lost items: their issue types ("Lost Item" to start with); Issue Type for Host Complaints on the Entity
- Student Tickets Go To per kind of issue: The Team to start with
Approvals
- Food refund or credit: one level to start with, the outlet's managers, else the food administrators
Notifications
- The same ticket messages as for any requester: Ticket Received and Ticket Solved by email, and in the app's Inbox
- A lost item matched: the requester is told on the ticket where to collect it
- A refund or credit decided: the customer is told on the ticket
Works with
SmartMy HRMSEmployees raise tickets with their employee record and department.
SmartMy CampusStudents and parents raise tickets about a child, routed to the class teacher or head of department if you want.
SmartMy TransitTransport complaints carry the rider, route and vehicle (Transit Growth).
SmartMy FeastLow meal ratings open tickets; refunds and wallet credits are approved from the ticket.
SmartMy VMSGate problems, host complaints and lost items become tickets.
Questions
Do we have to buy the other products to use SmartMy Desk?
No. SmartMy Desk works on its own. These links appear only where the other product is in the same account.Are these tickets billed?
No. Employees, students, parents, riders and residents are internal requesters. Their tickets are never covered by a contract, quoted or invoiced.Do parents need another app?
They use the SmartMy Desk app or the helpdesk portal. On the parent portal, each child's page has a Helpdesk card that opens their tickets.Can a student's ticket go to the class teacher?
Yes. Set Student Tickets Go To on the kind of issue to The Class Teacher or The Head of Department. The team stays on the ticket.Can a harassment complaint be raised as a ticket?
It should not be. With SmartMy Grievance, the raise page sends such matters to the confidential form instead.Related features
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.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.CUSTOMER PORTALCustomer portal for tickets, without a login from the emailYour customers and requesters raise and follow tickets on the web. They get a list with plain status, the times you promised, the conversation, visits, the service report, and buttons to confirm or reopen and rate. A link in every ticket email opens the ticket without signing in.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.
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.