Helpdesk tickets for flats and common areas
With 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.
PLANSEvery planWith SmartMy Desk
The problem it solves
- A leaking tap is reported to the guard, the guard tells the office, and the plumber never hears of it.
- Residents call the office again and again to ask whether anyone is on it.
- The committee cannot say how many complaints came in last month or how long they took.
How it works
- The office chooses which issue types residents may raise, such as Plumbing, Electrical, Lift or Housekeeping, and which team gets them.
- A resident signs in to the resident portal, opens the grid button at the top (Switch app) and picks Helpdesk. On a phone they use the SmartMy Desk app.
- They click New ticket, choose the issue type, write a short title and what is happening, and add photos. A resident of two flats chooses which flat under About.
- The ticket opens for the society's Entity with the flat on it. Exact spot says where, for example Lift B or the Tower A corridor; left empty, it shows the flat.
- The maintenance team works the ticket in SmartMy Desk: assign, visit, reply, solve. The resident follows each step, replies, confirms the fix or reopens, and rates the service.
Everything it does
Who may raise
- Every resident with a login is an internal requester of the helpdesk
- Residents see only issue types whose Who May Raise is Internal Requesters or Customers and Internal Requesters
- Staff Only types are never offered to residents
What the ticket carries
- The Flat, shown on the ticket form and searchable in the ticket list
- The society's Entity, taken from the flat
- Internal Request: never covered by a contract, never quoted and never invoiced
- Exact spot: what the resident types, or the flat's name when left empty
- Residents are not asked for a site or equipment
Raising and following
- New ticket: issue type, short title, About (which flat, for a resident of two flats), Exact spot, What is happening, photos, When can we come
- Ticks for The technician may enter when no one is there and It is urgent; the team confirms the priority
- Is it one of these: an open ticket for the same issue can be followed with Yes, me too instead of a new one
- The ticket list filters Open, Waiting for You, Closed and All
- Messages with the team, visit times to confirm, Work done, Yes it is fixed or Not fixed, and one to five stars
For the maintenance team
- Tickets reach the issue type's team, or the team a routing rule names for the society's Entity
- Everything SmartMy Desk does for a ticket applies: assignment, SLA times, visits, checklists, time and closure proof
- The team searches tickets by Flat in the ticket list
Who uses it
ResidentRaises tickets for their flat or a common area, follows them, replies and confirms the fix.
Society officeDecides which issue types residents see and which team gets them.
Maintenance team or facility managerWorks the tickets in SmartMy Desk and closes them when the work is done.
Helpdesk administratorSets Who May Raise on the issue types and the team or routing rule for the society.
Where you use it
- Web: the resident portal, grid button (Switch app) > Helpdesk; New ticket and Tickets
- The SmartMy Desk app: My Tickets, with the same email and password (built and in testing, not in the app stores yet)
- Web: Helpdesk > Tickets in the back office for the team, with the Flat filter
- Not in the Resident app or the resident portal menu: the helpdesk is its own product
- Not without SmartMy Desk: a maintenance helpdesk tied to flats needs it
What you control
Settings
- Who May Raise on each issue type: residents see Internal Requesters and Customers and Internal Requesters
- The issue type's Team, or a routing rule for the society's Entity
- Per issue type: Photo Required, Raise Form Questions, Auto-close After (days), Reopen Window (days)
Notifications
- News on Your Ticket, Ticket Waiting for You and Ticket Solved: to the resident who raised it. App notification and in-app, and the first of WhatsApp or SMS that reaches them
- The helpdesk also emails the resident when the ticket is raised, with the times the team expects to respond
- New Ticket to Assign and Ticket Assigned: to the team lead and the technician; app notification and in-app
Works with
SmartMy DeskResidents become internal requesters of the helpdesk, and each ticket carries their flat and the society's Entity.
Questions
Do residents need a separate login for the helpdesk?
No. They use the same email and password as the resident portal. The grid button at the top of the portal switches to the helpdesk and back.Can a resident raise a ticket from the Resident app?
No. The Resident app has no helpdesk screen. On a phone, residents use the SmartMy Desk app, or the helpdesk pages in the phone's browser.Will residents be billed for a repair?
No. Residents are internal requesters, so their tickets are never covered by a contract, quoted or invoiced in the helpdesk.How does the team know where the problem is?
The ticket carries the flat. For a common area, the resident types the place in Exact spot, such as Lift B or the Tower A corridor.Is a security problem a ticket too?
No. Something unsafe goes in the incident register as Report an incident. The helpdesk is for repairs and service requests.Can we use this without SmartMy Desk?
No. The tickets live in SmartMy Desk, and the link installs by itself when the society has both.Related features
WITH SMARTMY DESK (HELPDESK)Gate equipment faults as helpdesk ticketsWith 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.FLATS AND RESIDENTSResident app and resident web portalResidents answer the gate, invite guests, follow daily help and parcels and read alerts in the SmartMy Society Resident app or in a browser. Both show the same flat and do the same things.FLATS AND RESIDENTSTowers, flats and resident loginsSet up your towers and flats once, add the owners, tenants and family of each flat, and give every resident a login of their own. Each resident sees only their own flat.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.WITH SMARTMY FACILITYAmenity booking for residentsResidents book the clubhouse, courts and party hall themselves from their society page, through SmartMy Facility. Each booking carries the flat, and the limits you set count for the whole flat, not each family member.
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.