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Fault report by QR label (no account needed)

Anyone at the machine scans the QR label, describes the fault and leaves a name and phone or email. A job is logged in your service desk straight away.

Where: Customer scans the QR label on the machineFor customers, Owners, admins, dispatchers

Step by step

  1. The customer scans the QR label on the machine with their phone camera.
  2. The page shows your firm's name, Report a fault, the machine make and model, the last digits of the serial number, the site and location.
  3. They fill in What is wrong?, Your name and Phone or email.
  4. They tap Send to your firm. They see "Thanks. Your call is logged as #123. The service team has been told."

What you get

A new job in the service desk, status Logged, titled "Fault reported at <make> <model>", for the right customer, site and machine. The fault text includes "Reported via machine label by <name> (<contact>)".

If the machine is on an active contract, the job is linked to it. If the customer belongs to a client you subcontract for, the job is created as that client's work.

The report is written to the audit log.

If a call is already open

The page warns "A call is already open for this machine (#123, with an engineer)" with its progress. Anything the customer sends is added as a note to that job instead of opening a new one: "Thanks. This machine already has an open call (#123); we have added your note to it."

Protection

At most 5 reports per machine per hour and 60 per firm per day. After that: "too many reports from here; please call your service company". A hidden field stops simple spam bots.

If the label was replaced or the machine removed, the page says "This label is no longer in use. Please call your service company to report a fault."

If you set a phone number or email for your firm, the page shows "Urgent?" with them, so people can still call you.

The page says the name and contact details go only to your firm, to deal with this call.

Tips

  • Stick the label where people look when the machine fails: next to the screen, not on the back.
  • Make sure your company phone is filled in under Settings: it is printed on the label and shown on the page.

Ideas to try

  • Put labels on every contract machine at install time. It cuts phone calls and gets you the exact machine and serial number on every fault.

Questions

Does the customer need an account or app?

No. Any phone camera that reads QR codes opens the page.

How do I get the labels?

Print them from Machines › Print QR labels, from a customer's site, or from a machine's QR label card. See "Print QR labels".

Someone keeps misusing a label. What can I do?

Open the machine, use Replace the label › Make a new label. The old label stops working; print and stick the new one.

Is the job assigned automatically?

No. It arrives as Logged in the service desk for you to assign, unless your automation rules do more.

What does the customer see after sending?

The job number. The form disappears so it is not sent twice.

Works together with