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Incident management: report by QR code, track through to resolution

One form, four entry points, queues per area: every incident finds the right team and keeps its trace.

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Ticket list of a demo company in card view, with the queue rail (Building, Fleet, IT, Human resources) and the counters for open, overdue, unassigned and resolved this month.

Ticket list of a demo company in card view, with the queue rail (Building, Fleet, IT, Human resources) and the counters for open, overdue, unassigned and resolved this month.

The problem

Without a tool, this is what happens

The leak in the toilets was reported three times by three people, to three different colleagues.

The cracked windscreen has been repaired, but nobody told the driver who reported it.

How many incidents this month, on which buildings, resolved in how long? Nobody can say.

The solution

What Senzy does

01

Report by scanning

One scan of a vehicle’s, installation’s or equipment’s QR code opens the form, resource already linked, even without an account that has the module. The same form is available from the module, the dashboard and every record.

“New ticket” form opened from the public page of a forklift: resource pre-linked and locked, automatic queue, nature, subject, description, priority and due date.

“New ticket” form opened from the public page of a forklift: resource pre-linked and locked, automatic queue, nature, subject, description, priority and due date.

02

Queues that decide who sees what

Plumbing, fleet, building, HR: every ticket joins a queue whose members are designated. A routing rule per module automatically directs tickets created from a record or a QR code.

Settings, ticket queues: Building, Other requests (fallback), Fleet, IT and Human resources (sensitive queue), then the default routing of each resource module to a queue.

Settings, ticket queues: Building, Other requests (fallback), Fleet, IT and Human resources (sensitive queue), then the default routing of each resource module to a queue.

03

Priority, due date, assignment

Critical, high, normal or low: the due date is pre-filled, from D+1 to D+14. The ticket is assigned, moves from “new” to “in progress”, “pending”, “resolved” then “closed”, with every change recorded.

Record of a cracked windscreen ticket: status, linked resource, conversation thread, and the attributes panel (queue, priority, due date, assignee, site) with the claim block.

Record of a cracked windscreen ticket: status, linked resource, conversation thread, and the attributes panel (queue, priority, due date, assignee, site) with the claim block.

04

A public thread and internal notes

Talk to the reporter in the thread; exchange between handlers in internal notes, which the reporter never sees. Attachments and actual cost on the record.

Conversation thread of a ticket: messages visible to the reporter and the handler, internal note on an amber background, and the reply area with the “Visible reply” or “Internal note” choice.

Conversation thread of a ticket: messages visible to the reporter and the handler, internal note on an amber background, and the reply area with the “Visible reply” or “Internal note” choice.

05

The right people notified

Creation, assignment, message, resolution: email and in-app notification, with everyone setting their own volume. Calendar invitation (.ics) for the due date.

Profile dialog, “Ticket notifications” section: All, My assignments only or None, with the explanation of each setting.

Profile dialog, “Ticket notifications” section: All, My assignments only or None, with the explanation of each setting.

06

A dedicated report

Volume per queue, resolution rate and average resolution time, breakdown by nature, total cost, overdue tickets.

Tickets report: total, open, overdue, resolved, resolution rate and average resolution time, total cost, volume per queue and breakdown by nature.

Tickets report: total, open, overdue, resolved, resolution rate and average resolution time, total cost, volume per queue and breakdown by nature.

Detailed features

  • Unique reference (TCK-0001…), nature, priority, due date, queue, site, location, actual cost
  • Four entry points: module, dashboard, Tickets tab of a record, the asset’s QR code
  • Reporting by QR code, even without an account that has the module
  • Linked resource: vehicle, installation, equipment, device, phone line, stock item
  • Queues per area, access granted explicitly, “all queues” supervisor flag, sensitive queues flagged
  • Automatic routing by resource module and fallback queue
  • Five statuses: new, in progress, pending, resolved, closed; resolution time-stamped
  • Due date pre-filled according to priority: critical D+1, high D+3, normal D+7, low D+14
  • Public thread with the reporter, internal notes between handlers, attachments
  • Claim block for tickets linked to a vehicle: accident report, claim number, third party involved
  • Email and in-app notifications adjustable by everyone; .ics export of the due date
  • Full change history with its author
  • Tickets tab of the Reports module: volume, resolution times, nature, cost, overdue

Who sees what

Like every Senzy module, Incident management has its own access rights, set independently of the others: no access, “Self only”, view or modify. Users are unlimited on every plan.

In “Self only” mode, an employee reports tickets and follows their own (reported by them or assigned to them); it is queue membership that opens other people’s tickets.

See the pricing FAQ

Who it’s for

Building management

One QR code per plant room: the occupant reports, the Building queue takes over, the report measures the resolution time.

Cleaning

Cleaners report an empty dispenser or a broken door on the spot, the client no longer has to call.

SMEs with a fleet

Windscreen, engine warning light, accident: the driver scans, the Fleet queue handles it, the claim block keeps the accident report.

Frequently asked questions

Do I need a Senzy account to report an incident?

Scanning an asset’s QR code opens the report form, even without an account that has the module. The ticket arrives pre-linked to the resource and joins the queue set by the routing rule.

Who can see a ticket?

The members of its queue, the “all queues” supervisors and the administrators, as well as its reporter and its assignee. The queue decides, not the site or the department.

Can the reporter read internal notes?

Never, neither on screen nor by email. Internal mode is signalled by an amber frame and a padlock before sending.

What happens to tickets if I downgrade to a plan without the module?

They remain viewable, but any write is refused, including adding a message.

Related modules

Equipment and installations

From the forklift to the boiler, from the laptop to the SIM card: every asset has its record, its person responsible and its maintenance.

Discover

Fleet management

Every vehicle, its driver, its mileage and its deadlines: nothing gets lost between two spreadsheets any more.

Discover

Reports and dashboards

What your data says, without retyping it: nine reports, one dashboard, one deadlines screen.

Discover

Be ready on 4 January

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