Resident complaints with SmartMy Desk
Residents and guardians raise complaints and repair requests as SmartMy Desk tickets. The ticket gets the stay, the room and the hostel by itself, and the bed in the location note. Room inspection findings open repair tickets, and a team lead can charge damage to the resident's stay.
PLANSEvery planWith SmartMy Desk
The problem it solves
- A resident tells the warden about a leaking tap, and nobody writes it down.
- The maintenance team gets a ticket with no room number and walks the floors asking.
- Damage found at a room inspection is noted on paper and never repaired.
- A broken chair is repaired, but the resident who broke it is never charged.
How it works
- Each hostel names its Helpdesk Team, next to Site on the hostel form. Routing rules of the helpdesk still come first.
- A resident in house, or a guardian, raises a ticket from the Helpdesk card of the portal or the SmartMy Desk app.
- The ticket gets the Hostel Stay, the room and the Hostel by itself, and the bed in the location note. A guardian of two residents picks which one it is about.
- The hostel's team works the ticket in SmartMy Desk as usual.
- When a room inspection is finished, each finding marked Damage or Needs maintenance opens a ticket for the room, with the photo.
- When that ticket is closed, the inspection gets a note: Fixed through, with the ticket number.
- If the resident caused the damage, a team lead clicks Charge the Resident, fills in what for and the amount, and clicks Charge.
Everything it does
Who can raise a ticket
- Residents whose stay is checked in or on notice
- Their guardians, when the guardian has no stay of their own
- They raise the issue types open to internal requesters, and are never billed as outside customers
- The ticket belongs to the hostel's Entity
Filled in on the ticket
- Hostel Stay and Hostel
- Room: the room of the stay, unless the person chose another place
- Location note: the bed, unless the person wrote one
- Team: the hostel's Helpdesk Team, unless a routing rule says otherwise
From room inspections
- Findings of the kinds Damage and Needs maintenance open a ticket when the inspection is marked done
- Cleanliness, Prohibited item and Other findings do not
- The ticket is raised by the inspector, through the staff channel, for the room and the stay
- The finding shows its Ticket; closing the ticket notes Fixed through on the inspection
Charge the Resident
- On a ticket with a hostel stay, for helpdesk team leads
- Fields: Resident (a stay in house), For, Amount (above 0)
- Adds a Damages charge to the stay and a note on the ticket and the stay
- Billed with the hostel's other charges; refused for a hostel that does not bill
Reports
- Tickets can be searched by Hostel and Hostel Stay and grouped by Hostel
- The hostel dashboard counts the hostel's open complaints
Who uses it
Resident or guardianRaises the complaint and follows it on the portal or the Desk app.
Helpdesk teamWorks the hostel's tickets with the room already filled in.
Helpdesk team leadCharges damage found in a ticket to the resident's stay.
WardenFinishes room inspections, which open the repair tickets.
Hostel ManagerWatches open complaints on the dashboard.
Where you use it
- Web: tickets in SmartMy Desk with the Hostel and Hostel Stay fields; Helpdesk Team on the hostel form; Charge the Resident on the ticket
- Portal: the Helpdesk card of the resident's or guardian's portal
- The SmartMy Desk app: residents and guardians raise tickets there
- The SmartMy Hostel Staff app: the dashboard counts open complaints. The app is built and in testing, not in the app stores yet
- Not in the SmartMy Hostel app: residents raise complaints in the Desk app or on the portal
- Not a complaint screen in the hostel itself: complaints live in SmartMy Desk
What you control
Settings
- Helpdesk Team: per hostel; empty uses the helpdesk's own routing
Notifications
- Ticket messages to the person who raised it and to the team: those of SmartMy Desk
- A damage charge is billed with the hostel's other charges, so it reaches the resident on the next hostel invoice
Works with
SmartMy DeskNeeded for this page: tickets, teams, routing and the Desk app. Rooms on tickets come with Desk's sites and locations.
Questions
Does the resident have to type the room number?
No. The room and the hostel come from the stay, and the bed goes into the location note.Can parents raise a complaint for their child?
Yes. A guardian of a stay in house can raise a ticket. With two children in the hostel, the guardian picks which one it is about.Are residents charged for raising a ticket?
No. Residents and guardians raise tickets as internal requesters and are never billed as outside customers.How do repairs found at an inspection reach maintenance?
When the inspection is marked done, each Damage or Needs maintenance finding opens a ticket for the room with the photo.Can we charge the resident for damage?
Yes. A helpdesk team lead clicks Charge the Resident on the ticket. A Damages charge goes on the stay and is billed with the rest.Related features
DAILY LIFERoom inspections and incidentsWardens inspect rooms from a checklist, record what they find with a photo and charge damage to the resident responsible. Incidents are logged with the residents involved, and closed with the action taken, a written warning or a fine.CHECK-OUT AND SETTLEMENTRoom kits and their condition at check-in and check-outEach room type has a kit (cot, mattress, cupboard, fan), and each room holds its kit in stock. The room's condition is recorded when a resident checks in and when they leave. Damaged and missing items become charges on the stay.BILLINGRent bills raised each periodEvery night the system adds the rent that has fallen due, puts the open charges on invoices and sends them to whoever pays. When a resident gives notice, moves room or leaves early, rent already billed is corrected with an adjustment or a credit note.PORTAL AND APPSResident and guardian portalResidents and their parents or guardians sign in on the web and see the stay. They upload documents, ask for leave or a room change, and give notice. With hostel billing they also see their dues and pay, download the statement and rent receipts, read notices and check attendance.PORTAL AND APPSDashboard for managers and ownersManagers and owners open the staff app on a dashboard. It shows occupancy now and over 30 days, beds by status, and who arrives and leaves. It also shows dues by age, money invoiced and collected this month, deposits held, enquiries and open issues. With several hostels it adds them up first, then shows each hostel. The web has its own Hostel dashboard.
See it with your own blocks and classes.
Tell us how many hostels and students you have. We will show you an allotment, a leave request approved by a parent and a night roll call, set up the way your hostel works.