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How do I report a problem and track it until it is fixed?

Report a problem at your building in Clean Smarts, then watch the service request until your cleaning company closes it. Use Quality > Issues on the web, or Service request on the mobile app.

Use Clean Smarts when something at your building needs attention — a missed area, a broken dispenser, a spill, or another problem you want your cleaning company to fix. You file a request, they work it, and you can check whether it is still Open or already Closed.

Applies to: Building-client customer users whose role includes Issue (Customer) and who have access to the location. On the web, open 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 access to the building. If Issues or Service request is missing, ask your cleaning company to check your access.
  • A new request needs a Description. Location is required. Notes, photos, and a more specific area are optional unless your cleaning company asks for them.
  • Closing a request moves it to the closed list. It does not delete it.
  • Your cleaning company usually closes the request when the work is done. You can also close or reopen it yourself if you have the request on screen.

Report a Problem on the Web

  1. Sign in at app.cleansmarts.com.
  2. In the left-hand menu, open Quality.
  3. Select Issues.
  4. Click Report Issue.
  5. Choose the Location. Pick a more specific area in that list when the problem is in one part of the building.
  6. Enter what happened, where it is, and what needs attention in Description.
  7. Add extra detail in Notes if needed.
  8. Turn on Requires an IMMEDIATE response only when the request needs attention right away.
  9. Complete any extra fields your cleaning company added.
  10. Click Save Issue.

The new request appears under Open Issues. You do not need to assign a person to file it.

To add photos or videos now or later, see the photos-and-notes article listed under Links to verify.

Report a Problem 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. The next screen is titled My service requests. Choose the location, then tap +.

Then:

  1. Enter what needs attention in Description.
  2. Select a sublocation when the problem is in a specific area and Select sublocation appears.
  3. Turn on Urgent only when the request needs immediate attention.
  4. Add extra detail under Your notes if needed.
  5. Complete any extra fields your cleaning company added.
  6. Tap Submit request.

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

If the connection drops, the app can save the request on your phone. After you reconnect, tap the unsynced-items banner on HOME and sync, then confirm the request appears under Service request.

Track an Open or Closed Request

Your cleaning company can add notes or attachments while they work the request. Check back on the same list to see whether it is still open.

On the web

  1. Open Quality > Issues.
  2. Use the location dropdown to choose a building, or select All Locations.
  3. Leave the switch on Open Issues for work that still needs attention.
  4. Select a row to review the description, notes, attachments, who reported it, and when it was created.
  5. To see finished work, turn on Closed Issues and choose the date range.

Use the search field when you need to find a request by description, location, notes, or request ID.

On the mobile app

  1. Open MORE > Service request, or tap Open issues on HOME.
  2. Choose the location.
  3. Tap Open for requests that still need attention, or Closed for finished ones.
  4. Tap a request to read the description, notes, attachments, and other details shown for it.
  5. Tap the information icon at the top when you need the created and last-updated times.

You may also get an email, text, or push notification when a request is created or updated, if your cleaning company turned those on for your user.

Close or Reopen a Request

Close a request after the problem is resolved. Reopen it if it was closed by mistake or the problem came back.

On the web

  1. Open Quality > Issues.
  2. To close: stay on Open Issues, select the request, click Close Issue, then click Mark as Closed.
  3. To reopen: turn on Closed Issues, select the request, click Reopen Issue, then click Re-open.

You can also use Close Issue or Reopen Issue from the row's action menu.

On the mobile app

  1. Open the request from the location's Open or Closed tab.
  2. Move the Open / Closed switch.
  3. Tap Submit changes.

Closing keeps the history. It does not delete the request.

What You Will and Will Not See

  • You see customer-visible requests at locations you can access, including requests you filed and requests your cleaning company shared with you.
  • You will not see staff-internal issues unless your cleaning company shares them.
  • The web list is labeled Issues. The phone uses Service request and My service requests. The HOME card still says Open issues, and the blue + menu still says New Issue.
  • You cannot delete a request.

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. On the web, widen the date range for closed requests. You only see customer-visible requests.
  • Save Issue or Submit request is unavailable. Enter text in Description and choose a location.
  • I do not know if anyone is working on it. Open the request and read Notes (web) or Your notes (phone). If you still need a conversation, message your cleaning company from Message Center or MESSAGES.
  • I closed the wrong request. Open Closed Issues or the location's Closed tab, then reopen it.
  • The label is different from a coworker's. Customer logins see Service request on the phone. Cleaning-company staff usually see Issues.

Related Articles

Links to verify

These customer-portal drafts are not published yet. Add them as related links after HubSpot publish:

  • How do I add photos or notes to a service request?
  • How do I find my way around Clean Smarts?
  • How do I message my cleaning company?
  • How do I turn on notifications from my cleaning company?
  • What can I do in Clean Smarts as a customer?