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How do I add photos or notes to a service request?

Add photos, videos, and notes when you report a problem, or attach them later to an open service request on the web or the mobile app.

Use photos, videos, and notes so your cleaning company can see the problem without a phone call. You can attach them when you first report the request, or add them later to a request that is still open.

Applies to: Building-client customer users whose role includes Issue (Customer) and who have access to the location. On the web, this list is Quality > Issues. On the phone, the same feature is labeled Service request or My service requests. You see only customer-visible requests for locations you can access. Staff-internal issues stay hidden unless your cleaning company shares them.

Before You Start

  • You need a Clean Smarts login and location access. If Issues or Service request is missing, ask your cleaning company to check your access.
  • A new request needs a Description. Notes, photos, and videos are optional unless your cleaning company asks you to include them.
  • On the phone, allow camera and photo-library access for Clean Smarts if you want to take or choose media.
  • Do not photograph access codes, identification documents, or people who have not agreed to be photographed.
  • Notes is one shared field. If text is already there, add your update to that text so you do not erase an earlier note.

Add Photos or Notes When You Report a Problem

On the web

  1. In the left-hand menu, open Quality.
  2. Select Issues.
  3. Click Report Issue.
  4. Choose the Location.
  5. Enter what needs attention in Description.
  6. Add extra detail in Notes if needed.
  7. Under Attachments, use Click or drag to upload to add a photo or video.
  8. Complete any extra fields your cleaning company added.
  9. Click Save Issue.

The new request appears under Open Issues. You do not need to assign a cleaner or change customer visibility to add a photo or note.

On the mobile app

Start a request from any path you have:

  • From HOME, tap the blue + button, select New Issue, and choose the location.
  • From HOME, tap the Open issues card, choose the location, then tap +.
  • From MORE, tap Service request, choose the location, then tap + on the Open and Closed list.

Then:

  1. Enter what needs attention in Description.
  2. Select a sublocation when the problem is in a specific area and that option appears.
  3. Turn on Urgent only when the request needs immediate attention.
  4. Enter extra detail under Your notes if needed. Notes are labeled Optional.
  5. Under Attach photo or video, tap the camera button and choose Take photo, Add photo from gallery, Record video, or Add video from gallery. Review the thumbnail and remove or replace it if needed.
  6. Complete any extra fields your cleaning company added.
  7. Tap Submit request.

The app shows Created issue successfully. The request starts in that location's Open list.

Add Photos or Notes to an Existing Request

Add an update when you have a better photo, more detail, or a follow-up after the first report. You can do this on an open request. If the request is already closed and you still see it, you can add a note or photo so your cleaning company has the latest information.

On the web

  1. Open Quality > Issues.
  2. Set the switch to Open Issues, or turn on Closed Issues and choose the date range if you are updating a closed request.
  3. Select the request.
  4. Click Edit Issue.
  5. Add or update Notes. Keep any existing text that should stay.
  6. Under Attachments, use Click or drag to upload to add another photo or video.
  7. Click Update Issue.

Adding a photo or note does not close the request.

On the mobile app

  1. Open the request from MORE > Service request, the HOME Open issues card, or the location's Service request tab.
  2. Tap Open or Closed, then tap the request.
  3. Enter your update under Your notes. Keep any existing text that should stay.
  4. Under Attach photo or video, tap the camera button and add a photo or video.
  5. Tap Submit changes.

The app shows Successfully updated issue when you are online. The original Description and Urgent setting stay as they were; add new detail in Your notes and attachments.

If the Mobile App Saves Your Update Offline

If the connection drops, the app can keep the new request or the update on your phone and upload it later.

  1. Reconnect to the internet.
  2. On HOME, tap You have _number_ items to sync.
  3. Tap Sync all items.
  4. Wait for the queued item to disappear, then reopen Service request and confirm the notes and attachments are there.

The app may show Changes saved offline. They will sync when you're back online. Keep the app installed until the upload finishes. Do not remove an unsynced item unless you intend to discard it. If a note or photo is missing after the sync, reopen the request and add it again while online.

Troubleshooting

  • I do not see Issues or Service request. Ask your cleaning company to confirm that your role includes Issue (Customer) and that you have access to the location. After they change access, sign in again on the web, or reopen the app and use MORE > Sync.
  • The location is missing. Your user may not include that building. Ask your cleaning company to add location access.
  • The request is missing. Check both Open Issues / Open and Closed Issues / Closed. You only see customer-visible requests. A request your cleaning company has not shared will not appear.
  • Save Issue or Submit request is unavailable. Enter text in Description. Notes and attachments are optional unless your cleaning company asks for them.
  • Submit changes is unavailable. Change Your notes, add an attachment, or edit a field your cleaning company configured. The existing description and urgent setting are read-only on the phone.
  • The camera or gallery does not open. Allow camera and photo-library access for Clean Smarts in your phone settings, then try again.
  • The photo or note did not appear after I submitted on my phone. Check the HOME sync banner, tap Sync all items, and reopen the request. A large video can take longer to finish uploading.
  • I only meant to add a photo, not close the request. Adding media or notes keeps the request open. Closing is a separate action.

Related Articles

Links to verify

  • How do I report a problem and track it until it is fixed? (sibling draft D1 — add the HubSpot URL after publish)