Transport tickets through SmartMy Desk
Riders and parents raise a SmartMy Desk ticket for a bus that did not come or a bag left on the bus. Or for a complaint about the driving. The ticket arrives with the rider, the route and the vehicle filled in, and goes to the team that looks after transport.
PLANSFrom GrowthWith SmartMy Desk
The problem it solves
- Complaints about the bus come by phone to the front desk and are forgotten by the evening.
- The transport office gets a complaint but has to call back to ask which child, which route and which bus.
- Nobody can say how many complaints one route or one driver had this term.
- Parents never hear what was done about their complaint.
How it works
- A helpdesk manager chooses the Transport team in Settings, section Helpdesk. They tick About Transport on the issue types for transport, such as Bus did not come.
- The manager sets Who May Raise on those types so riders and parents see them (Internal Requesters, or Customers and Internal Requesters).
- A parent or rider signs in on the portal, opens Tickets, presses New ticket and chooses the issue type. Parents also find a Helpdesk card on the child's page.
- A parent of several children chooses the child under About, describes what happened and adds photos if they help.
- The ticket is filled in with the rider, the rider's route and the vehicle of that route. It goes to the Transport team.
- The team works it like any ticket. The parent follows it under Tickets and is told of each step by email.
Everything it does
Who can raise
- Riders, and the people told about a rider (parents, guardians), are internal requesters: never billed
- They see only the issue types whose Who May Raise lets them
- Staff can raise a ticket for a rider and choose the rider, route and vehicle by hand
What the ticket carries
- Rider, Route and Vehicle, filled in for issue types marked About Transport
- With several riders and none chosen under About, the ticket is raised without them and the team asks
- Search tickets by Route or Vehicle, or group by Route, to see where complaints come from
- Every change to the ticket is in its history
Where tickets go
- To the Transport team chosen in the helpdesk settings
- Without a Transport team, to the issue type's team or the helpdesk's routing rules
- The helpdesk's stages, due times, replies and closing apply as for any ticket
What stays out of the helpdesk
- Not riding for a day: the rider uses Tell the School on the My transport page or the app
- Breakdowns and repairs: job cards in Transit maintenance, not tickets
Who uses it
ParentRaises a ticket about the child's bus and follows the replies.
Rider (student or employee)Raises a ticket about their own ride.
Transport teamWorks the tickets, replies and closes them; groups them by route or vehicle.
Helpdesk managerSets the Transport team and marks the issue types About Transport.
Where you use it
- Portal: Tickets (New ticket), and the Helpdesk card on a child's page for parents
- The SmartMy Desk app: My Tickets (built and in testing, not in the app stores yet)
- Web: the helpdesk tickets list, with the Rider, Route and Vehicle fields
- Not in the SmartMy Transit Rider app or the Campus app: there is no ticket page there
What you control
Settings
- Transport team: Settings, section Helpdesk, block Transport (empty to start with)
- About Transport: per issue type, off to start with
- Who May Raise: per issue type, Customers and Internal Requesters to start with
Notifications
- The person who raised the ticket is told of each step by email, as for any SmartMy Desk ticket
- The Transport team gets new tickets as SmartMy Desk sends them
Works with
SmartMy DeskThe helpdesk takes the tickets, with teams, stages, due times and replies; Transit adds the rider, route and vehicle.
SmartMy CampusA parent of several children chooses the child, and the ticket gets that child's rider.
Questions
Do we need SmartMy Desk?
Yes. The tickets live in SmartMy Desk. Transit adds the rider, route and vehicle and the Transport team.Are parents counted as helpdesk customers?
No. Riders and the people told about them are internal requesters and are never billed.Can a parent raise a ticket from the bus app?
Not today. Parents use Tickets on the portal or the SmartMy Desk app. The Rider app and the Campus app have no ticket page.Should a breakdown be a ticket?
No. The crew or office reports it in Transit; it opens a job card and offers a replacement vehicle. Tickets are for riders and parents.Can we see which route gets the most complaints?
Yes. In the tickets list, group by Route, or search by Vehicle.Related features
WEB PAGES FOR RIDERS AND PARENTSThe My transport web pageA web page for riders and parents, with no app to install. It shows today's rides with the planned and expected time at the stop and the rider's state. "Tell the school" says the rider is not riding. To watch the bus move, parents use the Rider app.STOPS, ROUTES, RIDERSRiders with their route, stop and daysEach rider has their service (pickup, drop or both), the route and stop for each leg, and the days they ride. You choose who is told about each rider, the rider, a parent or a guardian, topic by topic.MESSAGES TO RIDERS AND PARENTSParents told when the bus starts, nears the stop and the child boardsRiders and parents hear when the run starts, when the bus is a few minutes away and when it reaches the stop. Then they hear when the rider boards, is dropped or misses the bus. Delays, a change of vehicle or driver and a cancelled run are told too, the moment they happen.BREAKDOWN AND REPLACEMENT VEHICLEBreakdowns and replacement vehiclesWhen a vehicle breaks down on a run, the driver reports it from the Crew app. A job card takes the vehicle off the road and the office is alerted at once. The office picks a replacement from vehicles that are free, with valid papers and enough seats, and riders are told of the change.ACROSS SMARTMY TRANSITNotificationsSmartMy Transit tells parents when the bus starts, nears the stop and their child boards. It tells the office about SOS alerts and riders not riding, and keeps people asking for a vehicle informed. Each event has its own recipients and channels: phone notification, in-app, WhatsApp, SMS or email.
See your own routes on the map.
Send us your stops and routes and we will show you a demo with them.