Helpdesk tickets on rentals
With SmartMy Desk, a customer's issue about a hire, such as a warning light or a missing child seat. It becomes a helpdesk ticket that names the rental order and the car. The order shows its tickets, and New Ticket opens one for its customer.
PLANSFrom GrowthWith SmartMy Desk
The problem it solves
- A customer calls about a breakdown on day three, and the note ends up on a sticky pad.
- The helpdesk cannot tell which hire or which car a complaint is about.
- Nobody can see, on the rental, that the customer complained twice.
How it works
- Open the rental order and press New Ticket. A ticket opens for the order's customer, titled About rental and the order number, with the order filled in.
- If the order has one car, the ticket's Rented Item is filled in; with several, choose the car from the cars on the order.
- The helpdesk works the ticket as any other: replies, visits, notes and closing.
- The order's Tickets button counts and lists every ticket about it. A ticket raised elsewhere can be linked by choosing the Rental Order on it.
Everything it does
On the ticket
- Rental Order: only orders of the ticket's customer, or of a contact under it
- Rented Item: only cars on that order
On the rental order
- New Ticket, for orders past draft and not cancelled
- Tickets: the number of tickets, opening the list
Who uses it
Counter staff (Rent User)Opens a ticket from the order when a customer reports an issue.
Helpdesk teamWorks the ticket and sees which hire and car it is about.
Where you use it
- Web: the rental order (New Ticket, Tickets)
- SmartMy Desk: the ticket with Rental Order and Rented Item
- Not on the rental customer pages or in the customer app: customers raise tickets the SmartMy Desk way
What you control
Settings
- None: the link switches on when SmartMy Rental and SmartMy Desk are both there
Notifications
- The ticket's own SmartMy Desk messages to the customer and the team
Works with
SmartMy DeskTickets name the rental order and the car; the order lists its tickets.
Questions
Can the customer raise the ticket on the rental page?
No. Customers raise tickets in SmartMy Desk, by email, on its portal or its app. Your staff link the rental order to the ticket.Can one ticket cover two cars on the same order?
A ticket names one Rented Item. Open a ticket per car when the cars have different problems.Do we need SmartMy Desk?
Yes. Without it there are no tickets; use the order's notes and history.Related features
HIRE ORDERSHire orders from quote to returnEvery hire runs on one order. It starts as a quote and is confirmed with the cars reserved. It goes out through a handover check, comes back through a return check, and is closed once billed. Class bookings get a free car at confirmation, and clashes are refused with the booking named.CUSTOMERSCustomer pages: on hire, call off, extend, check reports and paymentsYour business customers sign in to a Rentals page that lists what they have on hire at each site. They call off with a call-off number, ask to extend, read and dispute check reports, pay what is asked and see their invoices.SERVICE AND REPAIRSRepairs, who pays, and warranty and insurance claimsA check point marked Needs repair takes the car out of service and opens a repair. You record who pays: you, the warranty, the insurer or the customer. A customer charge waits for a manager to confirm, and warranty and insurance claims are followed to paid or refused.CHECKSDisputes on check reportsAfter a check is signed, the customer has a set number of days to dispute the report from their web page. Staff can open a dispute too, a Rent Manager even after the window, and the salesperson is given a to-do to answer it.
See your fleet on it.
Tell us how many cars or machines you hire out, from how many depots, and how bookings reach you today. We will set up your fleet with you on SmartMy Rental.