Tracking customer requests with issues

Issues are special one-off tasks that need to be done on the next visit to a property. For example, a customer might call and ask you to trim the hedges or fix a broken broken sprinkler on your next visit. In these instances you can create an issue for that customer so that employees in the field see the request, fulfil it and mark it complete when done.

Adding issues

From the Schedule, click on the visit where you want the issue to appear.

When the visit dialog opens, go to the ‘Issues’ section and click to add a new issue:

Complete the following fields and click the ‘create’ button:

• The issue type - For example ‘irrigation’, ‘fertiliser’, etc. You can also create your own custom issue types.
• Description - this is where you describe the work that needs to be done.
• (optional) Assign to - the employee who’s meant to do the work. This can be left blank if any employee is able to complete the issue.

Viewing issues

Once an issue has been created, it will appear as an open issue on the visit dialog:

When viewing the visit on the schedule, you’ll also see a small badge on the visit letting you know there’s an open issue for that property. The badge displays the initials of the Issue Type so employees can quickly identify outstanding tasks from the schedule view.

For example:

• “General Task” displays as “GT”
• “Special Equipment” displays as “SE”
• “Irrigation” displays as “I”

What does GT mean?

GT stands for General task, SortScape’s built-in issue type. It is selected by default when you add an issue, and you cannot deactivate it.

When a visit has an open issue, a small badge appears on the schedule showing the issue type initials. For example, “General task” shows as GT, “Irrigation” as I, and “Special Equipment” as SE. Hover the badge to see the full type name.

Only open issues show badges on schedule cards. Once you mark the issue complete, the badge no longer appears on future visits for that property.

Viewing all issues

You can view all issues across all customers by clicking on the ‘Issues” tab in the top navigation bar. From this screen you can search, filter and export issues.

Marking issues complete

You can mark the issue complete from anywhere you view the issue. For example, from the visit dialog click the checkbox next to the open issue to mark it complete.

Completed issues on past visits

When you mark an issue complete from a visit, it stays visible on that visit with a green tick. This is intentional: it shows which visit the work was done on when you look back at your schedule history.

What you’ll see:

• On the visit where you completed it: The issue stays listed with a green tick, even after it is resolved.
• On future visits for the same property: The issue no longer appears, because it is no longer open.
• On the schedule card: Only open issues show as type badges (for example “GT” or “I”). Completed issues do not add badges to visit cards.

If you open an older visit and see completed issues with green ticks, that is normal. It is a record of work done on that day, not a sign that the issue is still outstanding.

Staying on top of issues

Users can be notified by email of any changes to issues assigned to them. This can help make sure that any open issues are managed to completion.

To be notified of issues assigned to you, click on your user profile dropdown and select “notifications”:

Enable the setting for “Email me about changes to issues assigned to me”

Administrators also have the option of enabling the setting for “Email me about changes to any issues” so they can ensure that ALL issues are managed to completion.

Notifications will be sent for the following actions:

• New issue created
• Issue updated
• Issue completed
• Issue reopened