Helpdesk tickets become repair requests, with SmartMy Desk
When your helpdesk in SmartMy Desk gets a ticket about a flat or a shop, pick the unit on the ticket and press Repair Request. The repair request is made in Lease, linked both ways, and the ticket gets a note when the repair is done.
PLANSFrom GrowthWith SmartMy Desk
The problem it solves
- A tenant emails the general helpdesk about a leaking tap, and the property team never sees it.
- The same fault is typed twice, once as a ticket and once as a repair.
- The helpdesk cannot tell the tenant whether the repair is finished.
How it works
- A ticket comes into SmartMy Desk by email, the portal or WhatsApp, as usual.
- On the ticket, pick the Unit it is about. A Repair Request button appears.
- Press Repair Request. A repair request is made in Lease with the ticket's subject, description and customer, and opens.
- The property team works the request as any other: service levels, work orders, vendors and who pays.
- The ticket shows a Repairs count; the request shows its Helpdesk Ticket. When the request is done, closed or cancelled, the ticket gets a note.
Everything it does
What is copied
- Title from the ticket subject; description as plain text; the customer as the person who reported it
- The unit, and from it the property
Kept in step
- Several repair requests can come from one ticket; the Repairs button lists them
- A note on the ticket when a request is done, closed or cancelled
- The ticket's own stages are not changed: close it in SmartMy Desk when you are happy
Rental orders
- With the rental engine, a ticket can also name a rental order and the item it is about. A lease shows its tickets with a New Ticket button
Who uses it
Helpdesk agentPicks the unit on the ticket and makes the repair request.
Property managerWorks the repair request and its work orders in Lease.
TenantRaises the issue by email or the portal and hears back on the ticket.
Where you use it
- SmartMy Desk: the ticket form (Unit, Repair Request, Repairs)
- Web: Lease > Operations > Maintenance > Maintenance Requests (the Helpdesk Ticket field)
- Not in the apps: the button is on the web ticket form
Works with
SmartMy DeskTickets, their channels and their stages come from SmartMy Desk.
Questions
Does the helpdesk agent need Lease access?
Yes. Picking the unit and making the repair request needs a Lease User role as well as the helpdesk role.Is the ticket closed when the repair is done?
No. The ticket gets a note saying the repair is done; your helpdesk closes it in SmartMy Desk.Can tenants still report repairs in Lease?
Yes. Tenants report repairs on their web page and in the SmartMy Lease app. The ticket route is for issues that reach your helpdesk first.Related features
CHECKS, DEPOSITS AND REPAIRSRepair requests with service levels and work ordersTenants report repairs with photos from their page or the app. Each request gets a category and urgency, and respond-by and fix-by times from your service levels. It also gets work orders to vendors, a recharge to the tenant when they pay, and the tenant's rating.CHECKS, DEPOSITS AND REPAIRSVendors, vendor bills and the vendor job pageKeep your vendors with their trades, areas, insurance and licence dates. Send a work order, get the quote and approve it. The vendor books, starts, finishes and sends the invoice from a job page by link, with no login. A vendor bill is drafted from the final cost.TENANTSTenant pages on the webTenants sign in on any browser to see their lease, what is billed when, the deposit, their bills, requests, notices and cheques. They give notice to vacate and answer a renewal offer there too.ACROSS SMARTMY LEASEStaff chatProperty managers, agents, the front desk and accounts chat inside SmartMy, one to one or in groups, with photos and files. Nobody needs a colleague's personal number to ask about a key.
See your buildings on it.
Tell us how many properties and units you have, whether you let your own or manage for owners, and how rent is paid today. We will set up your portfolio with you on SmartMy Lease.