Gate equipment faults as helpdesk tickets
With SmartMy Desk, a guard reports a broken boom barrier, scanner, kiosk or light in a few taps. It becomes a helpdesk ticket for that gate. A lost item reported to the helpdesk turns into a lost report at the gate too.
PLANSEvery planWith SmartMy Desk
Why it matters
Broken gate equipment is what guards report most and follow least: the boom barrier, a scanner, a light or the kiosk tablet. When the report travels by phone call or a line in the register, it gets lost between shifts. With SmartMy Society and SmartMy Desk, the guard reports it from the gate with a photo in a few taps. It lands with the maintenance team as a ticket for that gate, and the next shift sees it is already open. The same helpdesk also turns a lost-item ticket into a lost report at the gate.
The problem it solves
- The boom barrier sticks half open for three days because the night guard told the supervisor, who forgot.
- Each shift reports the same dead light again, and nobody knows whether the electrician is coming.
- The visitor kiosk tablet stops at 9 a.m. and the maintenance team hears of it at lunch.
- A resident who lost a watch at the clubhouse calls the gate every day to ask about it.
How it works
- The guard opens Gate problems on the guard page or in the Guard app. They write What is wrong, for example Barrier stuck half open.
- Under Details the guard says since when and what was tried. They add a photo and switch on Urgent if no one can get in or out.
- The guard presses Send to maintenance. A helpdesk ticket opens for the gate, with the issue type the society chose; urgent ones get the highest priority. Guards need no helpdesk rights.
- Problems of this gate lists what is open, with its stage and technician, so the next shift does not report it again.
- The maintenance team works the ticket in SmartMy Desk. When it is solved, the gate's history says Fixed, with the ticket.
Everything it does
Gate problems
- Raised from the guard page, the Guard app, or Report a Problem on the gate's form in the back office
- What is wrong (needed), Details, a Photo, and Urgent (the gate cannot work: no entry or exit)
- Urgent tickets get the highest priority; others take the issue type's priority
- The ticket names the gate and carries the gate's name as the place
- The gate's history notes Problem reported and Fixed, with the ticket number
- Problems of this gate: the last 20, open ones first, with number, stage, priority, technician, who reported it and when
- Open Tickets on the gate form, for helpdesk technicians
- Something unsafe, such as a broken fence someone climbed through, goes in Incidents, not here
Lost items through the helpdesk
- An issue type Lost Item is made for you: open to residents and every other requester, never billed
- A ticket of that type opens a lost report at the gate for the person who raised it
- The ticket has a Lost Report at the Gate button; the report shows the ticket
- When the guards match a found item, the requester is told on the ticket where to collect it, and the ticket waits for them
- Handing the item over solves the ticket, with who collected it and the proof shown
- Closing the report without the item writes a note on the ticket
- Losses reported on the resident portal, the Resident app or at the gate stay in lost and found, with no ticket
Who uses it
GuardReports broken gate equipment with a photo and sees what is still open at the gate.
Maintenance team or facility managerWorks the tickets in SmartMy Desk and solves them when fixed.
Society officeReports a problem from the gate's form and keeps lost reports from tickets moving.
ResidentReports a lost item as a helpdesk ticket and hears on it when the item is found.
Where you use it
- Web: the guard page at /guard, Gate problems
- The SmartMy Society Guard app: Gate problems (built and in testing, not in the app stores yet)
- Web: Visitors > Configuration > Gates and Visitors > Gates, Report a Problem and Open Tickets
- Web: the helpdesk portal and the SmartMy Desk app for Lost Item tickets
- Not without SmartMy Desk: there is no Gate problems page without the helpdesk
What you control
Settings
- Gate problems: the issue type, in Settings, section Helpdesk, block Visitor Management
- Lost items: the issue type, Lost Item to start with, in Settings, section Helpdesk, block Lost and Found
Notifications
- New Ticket to Assign and Ticket Assigned: to the team lead and the technician; app notification and in-app
- News on Your Ticket: to the requester of a Lost Item ticket when the item is found. App notification and in-app, and the first of WhatsApp or SMS
- The gate's history records each problem raised and fixed
Works with
SmartMy DeskGate problems and lost-item tickets become helpdesk tickets that the maintenance team routes and works like any other.
Questions
Does a guard need a helpdesk login?
No. The guard reports from the guard page or the Guard app with their own login, and the ticket is opened for them.What is the difference between a gate problem and an incident?
A gate problem is broken equipment and goes to maintenance as a ticket. An incident is something unsafe, such as a theft or a stranger inside, and stays in the incident register.How does the next shift know a problem was already reported?
Problems of this gate lists the open tickets first, with their stage and technician, on the guard page and in the Guard app.Can a resident report a lost item through the helpdesk?
Yes. A ticket of the Lost Item type opens a lost report at the gate. The resident is told on the ticket when the item is found, and the hand-over solves it.Do we need SmartMy Desk for this?
Yes. The links install by themselves when the society has SmartMy Desk. Without it, guards record lost items in lost and found and report faults to the office.Related features
WITH SMARTMY DESK (HELPDESK)Helpdesk tickets for flats and common areasWith SmartMy Desk, residents raise repair and service requests for their flat or the common areas, and follow them to the end. Each ticket carries the flat, so the maintenance team knows where to go, and residents are never billed.LOST AND FOUNDLost and found at the gateThings found in the society are logged at the gate with a photo and kept until their owner comes. Residents report what they lost, see what the gates hold, and say This is mine. The hand-over is recorded with the name, mobile and ID of whoever collects it.GATE, GUARDS AND KIOSKGuard app and guard web pageOne screen shows the guard who is expected, waiting for a flat's answer, inside or pre-approved, and which children wait for a parent. It runs in any browser at /guard and as the SmartMy Society Guard app.SECURITY OPERATIONSIncident register for residents and guardsResidents and guards report a theft, damage or a hazard with photos or videos. The office gives each incident an owner, a follow-up date and a police reference. Residents follow their report and the office's answers.GATE, GUARDS AND KIOSKVisitor kiosk that asks for the flatA tablet at the society gate where visitors check themselves in. They scan a guest pass, or pick the tower and type the flat number. The family approves on the phone while the guard deals with the next car.
See it set up for your own society.
Tell us how many towers, flats and gates you have. We will show you and your committee the resident app, the guard app and the office screens, set up that way.