Service desk & dispatch

A service desk for photocopier teams.

Keep incoming faults, engineer assignments and job progress in one office workspace. Faults arrive by phone, from the customer portal, from the QR label on the machine, or from the printer itself.

See the service desk in a demo See how it works

SubClik service desk listing open service jobs with status, customer and assigned engineer — Service desk: open jobs, status and the engineer on each one.

Log the call with the right details.

Capture the customer, site, machine and reported fault in the job record. Keep the information together so the engineer can see what needs attention.

Choose the job type, such as a repair, maintenance visit, installation or delivery, and the engineer’s checklist comes with it. Priorities and response times (accept by, arrive by, fix by) keep the urgent calls at the top.

A service job in the office portal with the fault, machine, recorded time and parts — One job record: fault, machine, recorded time, parts and readings.

Jobs that arrive on their own.

When a printer monitored by the SubClik Agent reports a service or error code, a memory error or repeated paper jams, a job can open by itself before the customer calls. It takes the priority and engineer from your rules, and there is never more than one open job for the same machine.

Customers can also report a fault from the customer portal or by scanning the QR label on the machine. Every route ends up on the same service desk. More about automation.

Automation · automatic service jobs

Your rule:✓ Service and error codes✓ Memory errors✓ 5+ jams in 7 days

07:42
Printer reports SC542
Ricoh IM C3000 · Canary Bank, 3rd floor
07:43
Job #2431 opened automatically
Priority high · given to Aisha, from your rule
07:43
Earlier fixes for SC542 attached
2 jobs in your firm fixed this code before
08:05
Aisha accepts on her phone
The customer has not called yet

Never two open jobs for the same machine.

Illustration with demo data

Assign work and follow recorded progress.

Allocate the job to an engineer and review its status as the visit moves forward: accepted, travelling, on site, working, completed.

Keep attention on work that still needs action, including unassigned calls, jobs waiting for parts and visits waiting for office review.

The jobs list with fault, customer, client company, engineer, status and due time — All jobs: filter by status, engineer and client company.

Review the visit before billing.

Check the engineer’s report, recorded time, parts and readings. Office staff can correct times with a reason, or record a visit on behalf of an engineer who could not use the app. Each change is kept in an audit log with who made it.

Callbacks, a return visit for the same fault shortly after the last one, are linked to the earlier job and are not charged unless you give a reason.

Example: a repeated paper jam

Step 1
The customer reports jams from tray 2. The office logs the call against the right machine.
Step 2
The job is assigned to an engineer, who sees it in the list of assigned jobs.
Step 3
The engineer travels, arrives and works; each step is recorded with its time.
Step 4
The completed visit waits for office review before the charges are prepared.

Questions

Can office staff review completed work?

Yes. Completed jobs wait for office review. The office sees the engineer’s report, time, parts and readings, and can close the job, send it back to the engineer with a reason, or reopen it with a reason.

Can we configure different job types?

Yes. You can set up your own job types, such as repairs, maintenance, installations or deliveries, each with an engineer checklist and a usual duration.

Can jobs be opened without anyone typing them?

Yes, for printers monitored by the SubClik Agent and linked to a machine. You choose which problems open a job: service and error codes, memory errors, or repeated paper jams above a number you set. See automation.

Can the office record a visit for an engineer?

Yes. The office can record a visit on behalf of an engineer, with the real times, the work done and the outcome. The office cannot create a customer signature; it can attach a signed document received from the customer or record why there is none.

See it with your own jobs and machines.

We’ll walk you through the office portal and engineer workspace and discuss how your team works today.

See the service desk in a demo