Step by step
- Click Service desk at the top of the menu (on a phone: Desk in the bottom bar). The heading shows today's date in your firm's time zone.
- Look at the five tiles: Open jobs, To approve, Unassigned, Needs attention and Completed, to review. Click a tile to show that list.
- Use the tabs above the list (Open, To approve, Unassigned, Attention, To review) to switch lists. The number on each tab is how many jobs are in it.
- Click any row to open the job.
- Check Engineers now on the right to see what each engineer is doing and to call them.
- Press New job to log a call, or type in the search box to find a job, customer or machine.
What is on the screen
Tiles: five counts. Open jobs is every job not yet completed or cancelled. To approve is jobs SubClik opened by itself (printer faults, planned maintenance) that wait for the office to approve or dismiss them. Unassigned is jobs with no engineer (not counting those waiting for approval). Needs attention is jobs with a problem (see below). Completed, to review is jobs the engineer has finished and the office has not closed yet.
Today line: “Today: 3 of 5 jobs completed” with a progress bar. It counts jobs planned for today and jobs completed today. If any open job is past its SLA, a red link such as 2 past SLA takes you to the Attention list.
Job list: columns Customer / issue (customer, job number, the issue, the postcode and, for freelance work, the client), Engineer, Status, SLA (time left or how late) and Priority. On a phone each job is a card with the same details.
Engineers now: one line per engineer with their current job and next job. See the Engineers now article.
If you monitor printers, a short panel above the tiles lists printers and agents that need attention, with a Printers & agents → link.
The bell at the top right (next to the search box on a computer, in the top bar on a phone) lists everything else waiting for the office. See “The bell: what needs attention”.
It updates by itself
The board refreshes when a job or job event changes, so you see an engineer accept, arrive or complete without pressing refresh.
The list shows up to 500 jobs, ordered by priority and then by SLA deadline. The tile counts are always the true totals.
Monitor-only firms
If your firm uses SubClik only for printer monitoring, /office shows the monitoring overview instead of the service desk.
Tips
- Start the day on To approve and Unassigned: approve or dismiss what SubClik opened and give every job an engineer, then work through Attention.
- End the day on To review: close finished jobs so they are ready to invoice.
- The All jobs & filters → link opens the full jobs list with search and filters, including finished and cancelled jobs.
Ideas to try
- Put the service desk on a wall screen in the office: it refreshes by itself.
- Agree a rule in the office: nothing stays in Needs attention overnight.
Questions
Why is a job missing from the board?
The board shows open jobs and completed jobs waiting for review. Reviewed, invoiced and cancelled jobs are only in Jobs (use the Status filter) and in search.
What does “Needs attention” count?
Jobs where the job sheet email failed, the SLA was missed, parts are required, the job was returned to fit, a next action you typed is overdue, or an engineer on site has not updated the job for over 3 hours.
Do I need to refresh the page?
No. The board updates itself when jobs change. A small live indicator next to the date shows it is connected.
What does the SLA column mean?
Time left until the SLA deadline (for example “in 2h 15m”), or how late the job is (“1h 40m late”, in red). Amber means less than an hour left. Once the SLA is met (accepted, arrived or fixed, depending on your settings) the column is empty.
Why does the progress bar say 0 of 0?
It only shows when jobs are planned or completed today. Give jobs a Planned visit time to see the day's progress.
Can engineers see the service desk?
No. The service desk is for owners, admins and dispatchers. Engineers use the engineer app.
Works together with
- Switch between Open, To approve, Unassigned, Attention and To reviewThe service desk has five job lists. Click a tile or a tab to switch between them.
- Approve or dismiss jobs SubClik openedJobs SubClik opens by itself (a printer fault or planned maintenance due) wait in To approve on the service desk with no engineer. Approve each one and give it to an engineer, or dismiss it.
- Why a job “Needs attention”The Attention list collects jobs that need the office to act. Each job shows the reasons in red, so you know what to do.
- Engineers now: who is doing whatThe Engineers now panel on the service desk shows each engineer's current job, their next job and when they last reported, from the statuses they tap in the app. There is no live GPS tracking.
- The bell: what needs attentionThe bell at the top of every office page counts what is waiting for the office right now: jobs to approve, jobs with no engineer, missed SLAs, toner to send, readings to check, offline agents, customer requests and, for owners and admins, jobs to invoice, overdue invoices and contracts in their notice period.
- SLA deadlines on jobsEvery job can have an SLA deadline: the time by which the engineer must accept, arrive or fix, depending on your settings. SubClik fills it in for you and shows the countdown on the board.
- Log a call (new job)Log a repair, service, installation, delivery or any other job on one screen in four numbered sections: customer and machine, the job (job type and fault), dispatch, and photos and files.
- The jobs listEvery job your firm has ever logged, 50 per page, newest first, with tabs for the common lists and search and filters by status, engineer, company and own or freelance work.
- SearchOne search box for jobs, customers, machines and sites: type a job number, client reference, customer name, account ref, serial number, model, postcode or address.
- Job statuses explainedA job moves from Unassigned to Invoiced. Most changes come from the engineer's app; the office assigns, closes, sends back, reopens, invoices and cancels.