Wall screen for a TV and the board in the app
Put 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.
PLANSFrom Growth
The problem it solves
- The service head asks every morning how many complaints are open and gets three different answers.
- A ticket sits unassigned for hours because nobody looked at the queue.
- Nobody in the office knows which technician is free and which is stuck at a site.
- A target is missed and the team finds out from the customer.
How it works
- A Helpdesk Administrator opens Helpdesk > Reports > Tickets and Service > Wall Screens and clicks New. They name it, choose the Teams (empty means every team of the Entity) and the Theme, Dark or Light.
- They save it and copy its Link. Opened in the browser of the TV, the board shows without a login and refreshes every 30 seconds.
- The top row counts Open, Unassigned, SLA missed and SLA due soon (within 2 hours to start with). It also counts Waiting, Raised today, Solved today and the Rating of the last 30 days.
- Needs attention first lists the tickets to act on: missed targets first, then the nearest deadlines, urgent and unassigned tickets. Each shows the customer, site, technician and how long is left or how late it is.
- Technicians shows who is on site, where and since when, the next visit of the others, and how many open tickets each has. Today's visits lists the day's visits with their time and status.
- In the SmartMy Desk app, team leads open Reports > Wall Screens: the Board with All teams or any wall screen of their Entities.
Everything it does
The counts
- Open and Unassigned
- SLA missed, and SLA due soon within the hours you set
- Waiting, split into waiting on the customer and waiting for parts
- Raised today and Solved today, by the local day of the team's working hours
- Rating: the average of the last 30 days, with how many ratings it is from
Needs attention first
- Up to 10 tickets: missed first, then the nearest deadline, then priority
- Each shows number, title, customer, site, technician, priority, stage, and "in 2 h 10 min" or "35 min late"
- Tickets in a waiting stage show their stage instead of a countdown
Technicians and visits
- Up to 14 technicians, those on site first, then the busiest
- Each: open tickets, On site at a site since a time, or the next visit and where
- Today's visits: up to 10, with the time, technician, customer, site, ticket and status, and how many more there are
The link
- A secret link per wall screen; anyone with the link sees the board, so keep it on office screens
- The page is not indexed by search engines and is never cached
- New Link makes a new one; the old link stops working at once
- If the TV loses its connection, the board says "No connection: showing the last figures"
Who uses it
Service head or team leadWatches the board in the office or in the app and acts on Needs attention.
Helpdesk AdministratorCreates wall screens, chooses teams and theme, and makes a new link when needed.
Technicians in the officeSee what is unassigned and due without opening the queue.
Where you use it
- Any TV or screen with a web browser, by the wall screen's link, without a login
- Web: Helpdesk > Reports > Tickets and Service > Wall Screens, with Open the Screen
- The SmartMy Desk app: the Board under Reports > Wall Screens for team leads and service managers. Built and in testing, not in the app stores yet
- Not shown to customers
What you control
Settings
- Teams: every team of the Entity to start with
- Theme: Dark
- Refresh Every (seconds): 30, never faster than 10
- SLA Due Soon Within (hours): 2
Questions
Does the TV need a login?
No. It opens by the wall screen's secret link. Anyone with the link sees the board, so keep it on screens inside your office.What if the link gets out?
Click New Link on the wall screen. The old link stops working at once, and you open the new one on your TVs.Can we have one board per team?
Yes. Make one wall screen per team or group of teams; each has its own link.Can a team lead see it on the phone?
Yes. The SmartMy Desk app has the same Board for team leads and service managers, with All teams or any of your wall screens.Does it show where technicians are on a map?
No. It shows who is checked in at which site and since when. Live tracking of technicians is not offered.Related features
REPORTSTicket, response-time, time and rating reportsSee how fast your desk answers and fixes, which targets were met or missed and where your technicians' hours go. See also what customers think of each team and technician. Every report is a table you can regroup, chart or open as a list.RESPONSE TIMESResponse and resolution targets in working hoursResponse-time policies set how fast your team must reply and solve, per priority, for chosen teams, kinds of issue, customers and tags. Targets count in working hours and holidays or round the clock, pause while a ticket waits, and are never typed by hand.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.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.RESPONSE TIMESEscalation before a target is missedEscalation rules act when a share of a response-time target has passed, such as 75 % or 100 %. Each level tells the team lead, the customer's account manager or people you name, and can hand the ticket to them.
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.