Gate equipment faults as helpdesk tickets
With SmartMy Desk, a guard reports a broken barrier, scanner, kiosk or light in a few taps. It becomes a helpdesk ticket for that gate. Lost items reported to the helpdesk and complaints from staff run through the same tickets.
PLANSEvery planWith SmartMy Desk
Why it matters
Broken gate equipment is the problem a security team reports most and follows least: a barrier, a scanner, a light or the kiosk tablet. When the report travels by phone call or a note in the register, it gets lost between shifts. With SmartMy VMS and SmartMy Desk the guard reports it from the gate with a photo. It lands as a ticket for that gate with the maintenance team. The next shift sees it is already open. The same tickets carry lost items and staff complaints, so the people who raise them can follow them to the end.
The problem it solves
- The boom barrier sticks half open for three days because the guard told the supervisor, who forgot.
- Each new shift reports the same broken light again, and nobody knows whether anyone is on it.
- The kiosk tablet dies at 9 a.m. and the maintenance team hears about it at lunch.
- Staff complaints about the AC or parking arrive by phone and email and get lost.
How it works
- The guard opens Gate problems and writes 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 tick 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 you chose, and urgent ones at the highest priority. The guard needs no helpdesk rights.
- Problems of this gate lists what is still open, with its stage and the technician, so the next shift does not report it again.
- The maintenance team works the ticket in SmartMy Desk. When it is solved or closed, the gate's history says Fixed, with the ticket.
Everything it does
Gate problems
- Raised from the guard page, the Guard app, or the gate's form in the back office (Report a Problem)
- What is wrong, Details, a Photo and Urgent (the gate cannot work)
- Urgent tickets get the highest priority
- The ticket names the gate and its location; the gate keeps a note of every problem raised and fixed
- Open Tickets on the gate form; Problems of this gate on the guard's page, with stage, technician and when raised
- Security incidents stay in the VMS incident register; they are not tickets
Lost items through the helpdesk
- An issue type Lost Item is made for you: open to every requester, never billed, no site visit needed
- A ticket of that type opens a lost report at the gate for the person who raised it. The ticket has Lost Report at the Gate
- When the guards match a found item, the requester is told on the ticket where to collect it
- Handing the item over solves the ticket; closing the report without the item notes it on the ticket
- Losses reported at the gate or on the host page stay in the VMS, with no ticket
Host complaints as tickets (Growth)
- Kinds a host chooses: Repair, Electrical / AC, Cleaning, Network / IT, Parking, Security and Other
- Each complaint opens a helpdesk ticket with the host as an internal requester, never billed
- The host sees the ticket's stage and the team's replies, not internal notes, and replies from the same page
- The complaint is done when the ticket is solved or closed
Who uses it
GuardReports broken gate equipment with a photo and sees what is still open at the gate.
Maintenance or helpdesk teamWorks the tickets in SmartMy Desk and closes them when fixed.
Host (staff)Raises complaints and lost items and follows them to the end.
VMS administratorChooses the issue types for gate problems, lost items and host complaints.
Where you use it
- Web: the guard page at /guard, Gate problems
- Web: Visitors > Configuration > Gates and Visitors > Gates, Report a Problem and Open Tickets
- The SmartMy VMS Guard app: Gate problems (built and in testing, not in the app stores yet)
- Web and app for hosts: Complaints on the host page and in the Host app, from Growth
- Not without SmartMy Desk: these links need the helpdesk
What you control
Settings
- Gate problems issue type: chosen in the helpdesk settings
- Issue Type for Lost Items: Lost Item to start with
- Issue Type for Host Complaints: on the Visitors tab of the Entity
Notifications
- The helpdesk tells its team of new tickets as it does for any ticket
- The gate's history records each problem raised and fixed
- A lost-item requester hears on the ticket when the item is found
Works with
SmartMy DeskGate problems, lost items and host complaints 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 or wrong, such as theft or a stranger on site, and stays in the VMS incident register.Do we need SmartMy Desk for this?
Yes. The links install by themselves when you have both SmartMy VMS and SmartMy Desk. Without the helpdesk there is no Gate problems page.How does someone know their lost item was found?
If they reported it as a helpdesk ticket, they are told on the ticket where to collect it. Handing the item over solves the ticket.Can staff complaints go to the helpdesk too?
Yes, from Growth. A complaint from the host page or Host app opens a ticket, and the host sees its stage and replies on the same page.Related features
LOST AND FOUNDLost and found at the gateThings found on your site are logged at the gate with a photo and kept until their owner comes. People who lost something report it, and the two are matched. The owner is told where to collect it, and the hand-over is recorded with name and ID.HOST APPROVALHost app and host web pageEveryone who receives visitors gets a page in the browser and the SmartMy VMS Host app. They approve visitors, invite guests, pre-approve cabs and deliveries, and collect parcels with a pickup code. They also name an alternate while away and raise complaints to the building office. Office staff also chat with each other inside SmartMy.GATE, KIOSK AND GUARD TOOLSGuard screen and Guard appOne screen shows the guard who is expected, who is waiting and who is inside. One box takes a pass code, a QR, a mobile number or a name. It runs in a browser on any computer, tablet or phone, and as the Guard app.SECURITY OPERATIONSIncident register and reportsGuards and the office record anything unsafe or wrong with its type, severity, place, people, vehicle and photos or videos. Each incident has an owner, a follow-up date and a police reference, and ends with a printable report.GATE, KIOSK AND GUARD TOOLSSelf check-in kioskA tablet at the gate or at reception where visitors check themselves in and out. They scan a pass or type its code. Without a pass, they register with a photo and accept your terms, while the guard deals with the next person.
See it on your own gate.
Tell us how many gates you have, who comes through them and how visitors are approved today. We will show you SmartMy VMS set up that way.