Use this when your team created an internal issue, but you want the customer to see it as a service request. Making the issue visible to the customer lets them view the issue details, notes, and pictures for locations they can access.
Applies to: Account administrators and users with the Issue (Company) module. Users with only Issue (Cleaner) can view or report internal issues, but they cannot make an internal issue visible to a customer.
Before You Start
- Review the issue notes and pictures before you share it. After the issue is visible to customers, customers with access to that location can see the shared issue content.
- The customer must have issue or service request access for the location before they can see it.
- If the customer has Updated Issues notifications turned on, they may receive a notification when the issue is made visible or updated.
- You can share open or closed internal issues.
Make an Issue Visible from the Web Portal
- In the left-hand menu, open Quality.
- Select Issues.
- Open the internal issue you want to share.
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Click Edit Issue.
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- Turn on Visible to customer.
- Click Update Issue.
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After you save, the issue is customer-visible for customers who have access to that location.
Make an Issue Visible from the Mobile App
Use the mobile app when you are already reviewing issues from the field.
- Open the More tab.
- Tap Issues. If your company uses customer-facing wording, this may appear as Service request.
- Select the location with the issue.
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Select the issue you want to share with the customer.
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Turn on Make issue visible to customer.
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Tap Submit changes.
Submit changes button in the mobile app Tap Submit changes to save the visibility change.
After the change is submitted, customers with access to the location can view the issue as a service request.
Tips and Troubleshooting
I do not see the visibility option. Confirm your role includes Issue (Company) and that you have access to the issue's location. On the mobile app, the visibility option appears only for users with the required issue modules for managing company issues and customer-facing service requests.
The customer still cannot see the issue. Check that the customer has access to the location or sub-location where the issue was reported, and that their role includes customer issue or service request access.
I need to share photos or notes. Add them before you make the issue visible, or edit the issue afterward. Customer-visible issue content can include notes and pictures.
I do not want to share the issue anymore. Edit the issue and turn off Visible to customer if your role allows it. If you cannot change the visibility, ask an account administrator to review your issue permissions.