Set up issue reporting so employees can report facility problems, such as a burnt-out light bulb or a broken monitor. Employees report issues from the mobile app, web dashboard or room display. This article shows how to set up issue reporting services in Robin and how the workflow connects employees with the right service team, including an external ticketing system.
This is a reporting feature only
Issue reporting is one-way. It does not support two-way communication. After someone submits an issue, Robin does not automatically disable the space or send status updates. If your office uses external services (ServiceNow, FreshDesk, etc.), issue reports go into your normal email flow for addressing issues.
Set up issue reporting
- Go to Manage > Workplace services in the left panel. Next to Issue reporting, select Add Contact.
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You can customize the service addresses for specific locations (campus, building level or space). In a large organization with many buildings and floors, each with its own facility team, add a facility contact for each team as a separate entry.
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Select Issue Reporting as the type of service for the email address.
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Add the corresponding email address. Robin sends the request to this person or team, who can help fix the issue with the space or desk. Note:
- You can enter only 1 email.
- You can use a third-party email, but this is not a direct integration with any third-party software.
- Group emails are supported.
- If your help desk requires an allowlist, allow incoming messages from mailer@robinpowered.com.
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Add any instructions employees should see when they report an issue. Then select save changes.
Report an issue
Employees report space and desk issues from the mobile app, web dashboard and room display. When someone marks a resource as "unusable", Robin does not automatically disable the space or desk, so others can still book it.
Mobile app
On the Map tab of the mobile app, select the space on the map > tap the action dots in the pop-up module > tap Report a Problem, and fill in the details.
Web dashboard
On the Map page of the web dashboard, select the space on the map. In the space details, select Report an issue.
Room displays
Use any room display outside your conference rooms to report a problem. Tap the Report an issue button at the bottom of the screen. The button shows only after you add at least one support service. See Report a problem from the room display.
Receive a support request
When someone reports an issue about a space or desk, the report automatically includes information about the resource. When the request comes from the web dashboard or mobile app, the report also includes the details and contact information.
The selected service team receives an email like this:
For meeting services such as catering, see Set up meeting services.