Raising a ticket without an inspection

Q: The area I need is not in the list.

Choose Other and type where it is. If the area should be there every time, ask your manager to add it to the site's checklist.

For: Inspectors
Where: Phone and web
Time to read: 3 minutes

Problems turn up between inspections. A tenant calls about a wet mat, a cleaner mentions a broken dispenser, or you spot a spill on the way past. You can log any of these as a ticket straight away, without starting an inspection. The ticket gets a number, a due date from its priority and an owner, and it is tracked like any other.

You can raise one from the phone app or from kleanproof.com. The form is almost the same on both, and anyone on the team can use it.

Step by step

1Open the form

On the phone, tap the + at the top of the Tickets tab, or open a site and tap Report an issue so the site is already filled in. The form is called Report an issue.

On the web, open Tickets in the side menu and press + New ticket at the top right. The staff dashboard has a New ticket button as well.

2Choose the category, site and area

Category starts on Cleaning compliance, which is right for anything the cleaners should fix. A cleaning compliance ticket always belongs to a site and an area, so the scores and reports can place it.

Pick the Site, then the Area. The area list is the site's own rooms, grouped the same way as the inspection checklist. General Checks covers site-wide items, and Other lets you type a location that is not on the list, such as a rooftop or a parking level.

Task is optional. Pick the exact checklist item when there is one, or leave it on the area.

Select an area sheet on the phone listing the site's rooms, with Main Areas grouped under a heading and a search box at the top

Area picker open in the web New ticket dialog, with General Checks at the top, the site's rooms and an Other location option

3Describe the problem and set the priority

Write what is wrong and where, in words the person fixing it will understand on site. The description is the only thing you have to type.

Set the Priority. The form shows the due date it will get: Urgent is due in about two hours, High in a day, Normal in two days and Low in five. Normal is the default.

Then say how you heard about it. The choices are Customer call and Staff report, plus Drive-by observation on the phone or Noticed on site on the web. The Tickets list can be filtered by it, and a recent customer call flags the site as at risk for your managers.

Report an issue form on the phone filled in for Aqua Shores, Entrance and Lobby, Carpets and Mats, with a description, High priority and Customer call

Lower half of the phone form showing Due in about 24 hours, the Notify the site's cleaner switch, a Take photo button and Create ticket

4Add a photo and decide on the cleaner

A photo is optional and helps a lot. On the phone, Take photo opens the camera. On the web you can take one or upload an image from your computer.

Turn on Notify the site's cleaner when the cleaning staff should fix this themselves. They get a text or email with a link to see the problem and send back a photo of the fix, the same way they receive an inspection report. Leave it off for anything that is not the cleaner's job, like a burnt-out light or a broken lock.

5Create the ticket

Tap or press Create ticket. The ticket goes to the site's primary supervisor unless you choose someone else. The web form has an Assignee box for that and an Assign to you shortcut. On the phone it always goes to the supervisor. The supervisor is notified, and the ticket appears in the Tickets list with its number.

On the phone this works without signal. The ticket shows Syncing… in the list until the phone reconnects, then it uploads on its own.

New ticket dialog on kleanproof.com filled in with the same details, showing the Assignee set to the site supervisor, a photo box, the Notify the site's cleaner checkbox and Create ticket

Common questions

What are the other categories for?

Workspaces can add their own categories for work outside cleaning, such as building repairs or security. Tickets in those categories stay out of cleaning compliance reporting, and the site is optional. Admins add them from the category box with New category…, up to ten per workspace.

Why is there no category box on my phone?

The category list needs a connection to load. Without signal the form skips it and files the ticket as Cleaning compliance, or under the site's usual category.

The area I need is not in the list.

Choose Other and type where it is. If the area should be there every time, ask your manager to add it to the site's checklist.

Can I change the priority or due date after creating it?

Not directly. A supervisor or admin can escalate the ticket, which makes every open item Urgent. If the details are wrong, add a note in the ticket's discussion so the team sees the correction.

More help

Working your ticketsAcknowledge what is yours, fix each deficiency, send back photo proof and handle a fix that comes back.Running an inspectionStart at the site card, rate every task Pass, Fail or N/A, photograph each Fail and submit.Signing in and finding your sitesAccept the invite, sign in on the phone, and open any site for directions, access notes and contacts.Talking on a ticket or inspectionMessage your team on any ticket or inspection, mention people and deficiencies, and attach photos.