Handle an issue reported by a cleaner
Find the breakages, breakdowns and leaks reported by your cleaners, create a maintenance visit, follow the issue and mark it as resolved.
The video for this guide is coming soon.
When a cleaner sees a breakage, a breakdown or a leak, they report it from their phone, with photos. The “Reported issues” screen brings together these reports and their follow-up. Use this article to find an issue, create the maintenance visit and close it. Allow 2 minutes per issue.
On the cleaner's side, see Report an issue. New issues are also shown in Alerts & tracking.
Find an issue
Step by step
- 1
Open the Reported issues menu. Four counters sum up the situation, then the table lists the issues, from the most recent to the oldest.
- 2
Filter if needed: “Period”, “Property”, “Client”, “Type”, “Status” or “Reported by”.
- 3
To see only the urgent ones, click Urgent.
- 4
Type a word in “Search descriptions…” to search the descriptions and the notes.
- 5
Click a row. The issue record opens on the right, the table stays visible.
| Counter | What it counts |
|---|---|
| “New” | The issues that nobody has handled yet |
| “In progress” | The issues that have a maintenance visit |
| “Open urgent” | The urgent issues that are not resolved |
| “Resolved this month” | The issues resolved since the start of the month |
| Status | How an issue gets there |
|---|---|
| “New” | The cleaner has just reported it |
| “In progress” | You have created a maintenance visit |
| “Resolved” | You have clicked “Mark as resolved” |
Read an issue record
The record gives, from top to bottom: the type and the urgency, the property, the person who reported it and the date, the photos, the description, then the history.
Step by step
- 1
Click a photo to enlarge it.
- 2
Read the “Description” written by the cleaner.
- 3
Under “Internal note (not visible to the cleaner)”, write what you have learnt or decided.
- 4
Click Save note. The message “Note saved.” is shown.
Create a maintenance visit
Do this when someone has to come out to repair.
Step by step
- 1
In the issue record, click Create a maintenance visit. The “Create a maintenance visit” window opens, already filled in: the property, the Maintenance department, a name and instructions taken from the report.
- 2
Choose the date, the time and the person.
- 3
Click Create task. The message “Maintenance visit created.” is shown.
- 4
Check the record: the issue moves to “In progress” and the button is replaced by the mention of the visit created.
Mark an issue as resolved
Step by step
- 1
Open the issue record.
- 2
Click Mark as resolved. The message “Issue marked as resolved.” is shown, without any other confirmation.
- 3
If the issue comes back, click Reopen. The message “Issue reopened.” is shown.
The history, at the bottom of the record, keeps each step with its author and its date: “Reported”, “Maintenance visit created”, “Marked as resolved”, “Reopened”.
Export the list
Step by step
- 1
Set the filters to keep only the issues you want.
- 2
Click Export to Excel. The file contains the filtered rows: date, property, client, type, urgency, description, author, status and internal note.
Frequently asked questions
Is the cleaner told when the issue is resolved?
No. The software does not send them a notification at that point. Tell them yourself if it is useful.
Does the cleaner see the internal note?
No. The internal note is visible to the office only.
Can an issue be deleted?
No. An issue is marked as resolved, it is not deleted. It stays in the list, with its history.
Why do the menu badge and the Alerts & tracking block not show the same number?
The menu badge counts all the unresolved issues, “New” and “In progress”. The Alerts & tracking block only shows the “New” issues.
Do the counters follow the filters?
No. The four counters cover all the company's issues. Only the table and the export follow the filters.