Problem tickets and closed rooms with SmartMy Desk
With SmartMy Desk in the same account, every problem reported on a facility opens a helpdesk ticket for the maintenance team. It carries the room, the photo and the severity as its priority. Tick Out of Service Until Fixed and the room takes no new bookings until the ticket is solved; solving it reopens the room.
PLANSEvery planWith SmartMy Desk
The problem it solves
- A booker reports a dead projector, and the report sits in the facility office while maintenance never hears of it.
- The next group books the same room and finds the same dead projector.
- Maintenance fixes the AC but nobody tells the front desk, so the room stays blocked by hand.
- Nobody can show how long the seminar hall was out of use last term.
How it works
- With SmartMy Desk in the same account, the link installs itself. In the Helpdesk settings, under Facility Booking, choose the issue type for Facility issues.
- A booker reports a problem from the SmartMy Facility app or the office screens: what is wrong, how bad, and a photo. Staff can also add one under Operations > Issues and Damages.
- A ticket opens at once for the facility's room, with the reporter as the requester and the severity as its priority. The photo is attached, and the booking it was found with is named.
- If the room cannot be used, tick Out of Service Until Fixed on the issue. The facility is blocked for new bookings from now.
- The maintenance team works the ticket in SmartMy Desk. When the ticket is solved, the issue is marked Resolved and the block ends, so the room can be booked again.
- If the facility office resolves the issue first, the block ends and a note goes on the ticket.
Everything it does
The ticket
- One ticket per facility issue, of the issue type set for Facility issues
- Requester: the person who reported it, on the staff channel
- Priority from the severity: Low 1, Medium 2, High 3 (Minor, Needs fixing and Unusable in the app)
- The room on the ticket, the description, Found with booking and the booker's name, and the photo
- The issue shows the ticket and its stage, with a Helpdesk button for technicians
Out of service
- Out of Service Until Fixed: on the issue while it is open, off to start with
- Makes a Maintenance blocked time on the facility from now for up to a year, ended as soon as it is fixed
- Unticking it ends the block now
- Blocks new bookings only: bookings already made in that time stay; move them from the booking
Damage and charges
- Charging the booker for damage stays with SmartMy Facility billing (Growth)
- The ticket carries the repair work; the issue carries the charge
Who uses it
Booker or front deskReports the problem with a photo and how bad it is.
Facility managerTakes a room out of service and follows the issue list.
Maintenance technicianWorks the ticket in SmartMy Desk and solves it.
Helpdesk administratorChooses the issue type for Facility issues.
Where you use it
- Web: Facilities > Operations > Issues and Damages (Out of Service Until Fixed, the ticket); the ticket in SmartMy Desk
- The SmartMy Facility app: Report a problem with a photo on a booking (built and in testing, not in the app stores yet)
- Web: Helpdesk settings, block Facility Booking, Facility issues
- Not on the portal: reporting a problem
What you control
Settings
- Issue type for Facility issues: per Entity, in the Helpdesk settings
- Out of Service Until Fixed: per issue, off to start with
Notifications
- The ticket's own messages are those of SmartMy Desk
- Not built: a message to bookers whose bookings fall in the out-of-service time; the front desk moves them
Works with
SmartMy DeskNeeded for this page: the tickets and the maintenance team. The room on a ticket comes with sites, from SmartMy Desk's Growth plan.
Questions
Does every reported problem become a ticket?
Yes. Each facility issue opens a helpdesk ticket for its room, whoever reported it.Can we stop bookings of a room until it is fixed?
Yes. Tick Out of Service Until Fixed on the issue. New bookings are refused until the ticket is solved or you untick it.What about bookings already made for that room?
They stay. Move or cancel them from each booking; the bookers are told when you do.Can we charge the booker for the damage?
Yes, with SmartMy Facility's charges from Growth. The charge is kept on the issue, apart from the ticket.Related features
SERVICES AND PROBLEMSProblems and damage reported with a photoThe booker or the front desk reports a broken projector or a damaged table from the booking. A photo from the phone and how bad it is go with it. Managers get a to-do, and damage can be charged to the booker.BOOKING RULESSetup and cleanup time, and blocked time for maintenanceKeep time free before and after each booking for setting up and clearing. Block facilities for maintenance, cleaning, events or holidays, once or every week.CHARGES AND PAYMENTSecurity deposits and refundsOutside hirers leave a security deposit with their payment. After use it is returned less the damage charged. A cancelled booking is refunded by your rules on how many hours before the start it was cancelled.PORTAL, OFFICE SCREENS AND APPThe SmartMy Facility phone appOne app for everyone who books, approves or runs a facility, on Android and iOS. Bookers find a free room and book in a few taps, scan the door QR to check in and report a problem with a photo. Approvers decide, the front desk runs its day, members see their passes and cashiers sell at the counter.PORTAL, OFFICE SCREENS AND APPOffice screens and the front desk's dayStaff book from the back office on the same simple screens as the portal and the app: cards, a facility's day and one short form. Approvers decide on one screen, and the front desk runs its day from a board of who is expected, inside, done or a no-show.
See it with your own rooms.
Tell us what you run: rooms, halls, courts, desks. We will show you a booking from request to check-out with your rules.