Get the most out of Scan2Support
Scan2Support turns any wall, door, or hostel room into a one-scan complaint desk. Someone scans a QR code, reports their issue in under a minute, and your team resolves it — all tracked from a single dashboard. This guide walks through both sides: what a reporter sees, and how your staff manage what comes in.
Version 2.1 adds the parts that matter once a helpdesk is busy: rules that send work to the right engineer, SLAs that respect your working week, escalation you can trigger yourself, chat between your staff, and a record of what every reporter thought of the result. It also adds a licence page that shows what your plan covers and how much of it you are using. Each is covered in its own section below.
How it works, in three steps
No app to install, and no account needed for reporters — the entire loop runs off one QR code.
1. Scan
A QR code posted at a location opens that institution's complaint form directly in the browser — nothing to download.
2. Report
The reporter picks what's wrong, adds a few details, and submits. It takes under a minute.
3. Resolve
Staff are notified instantly, assign the right engineer, and close it out — while the reporter watches progress live.
Raising a complaint
Anyone in your institution — students, staff, visitors — can report an issue without creating an account. Here's exactly what they'll walk through.
Scan the QR code — or open the link
Every location — a hostel block, a lab, a lobby — has its own QR code. Scanning it (or tapping the shared link) opens the complaint form instantly, already branded with your institution's name, colors and logo.
The complaint form, branded for the reporter's institution.
Describe what's wrong
They tap the card that matches their issue, set a priority, and optionally note the device involved. A short description and their contact details — name, room, phone, email — help your team locate and follow up with them.
A filled-in report, ready to submit.
Submit and get a ticket number
One tap files the complaint. They immediately get a ticket number like SAMP-2026-00001 and a private tracking link — no login required to check on it later.
Confirmation screen, with the ticket number and tracking link.
Track progress anytime
The tracking link shows live status — Open, Assigned, In Progress, Resolved — plus every detail they submitted. They can add a follow-up message straight from that page.
Self-service status tracking — no account needed.
Managing the dashboard
Your facilities or IT team works every complaint from one place — triage, assign, resolve, and keep an eye on trends.
Sign in
Staff sign in with the email and password set up for them. First-time sign-ins are asked to set their own password.
See what's happening at a glance
The Overview page shows open, urgent and SLA-breached counts, recent tickets, and an issue breakdown chart — a quick pulse check before diving into any one ticket.
Work the ticket queue
All Tickets lists every complaint, filterable by status, priority and category, with search and a one-click CSV export for reporting.
Open a ticket to act on it
Click any row to see the full report, update its status, assign an engineer, and leave comments — the reporter sees status changes on their own tracking page.
Set up QR codes for every location
Add each building, hostel or room under Locations & QR, then download a ready-to-print QR code or poster for it. Scans and tickets per location are tracked automatically.
A real QR code, generated by Scan2Support
Print it at any size and post it wherever the issue would occur — a router closet, a hostel corridor, a common room. Scanning it opens the complaint form for that exact location, pre-filled so reporters don't have to type it in.
After they hit send
The tracking link does more than show a status. It tells the reporter who is dealing with their problem, lets them add to it, and asks what they thought once it is done — which is most of what stops people phoning the helpdesk to ask.
Told before they file, if you already know
If the fault they are about to report belongs to an outage you have already declared, the form says so before they finish typing — with what is affected and when it started. Most duplicate tickets during an outage are people who simply did not know you were already on it. If you have a knowledge-base article matching their issue, that is offered too, so the ones with a known fix never become tickets at all.
Photos and documents, as many as it takes
A reporter can attach up to five files rather than one. Somebody photographing a fault usually needs to show the error, the router and the socket — one picture of the three says less than none, because it looks like the whole story.
They can see who is handling it
Once a ticket is assigned, the tracking page names the engineer — photo, role and staff number. Someone whose room is about to be visited has a fair reason to know who is coming, and a staff number is what lets them check the person at the door is the right one. If it has been routed to a team but not yet to an individual, the page names the team instead, so it never looks like nobody has read it.
The tracking page names the engineer, their role and staff number — top right, beside the ticket.
Rate the work when it is done
When a complaint is resolved, the tracking page asks for a rating out of five and, if they want, a sentence about why. A poor rating automatically opens a follow-up for your team, so an unhappy reporter is something somebody has to close rather than a number on a chart.
All of their requests in one place
Anyone who has reported more than once can open My Requests from the tracking page and see everything they have raised, with its current status. And if you publish a status page for your institution, that is a single public link showing what is currently broken and what has been fixed — worth pinning somewhere visible when something big goes wrong.
Building your team
Who is on your helpdesk, what they may do, and what they cover. The last of those is what makes automatic assignment work, so it is worth filling in properly.
Add a member, in the order the decision is made
Team → Add Member asks three things in turn: who they are, what they may do, and what they cover. Each person needs an employee code — the staff or registration number your institution already knows them by. It has to be unique, and it is how they are looked up later.
Add Member asks who they are, what they may do, then what they cover.
Choose a role
Say what an engineer covers
Categories, subcategories, issue types and locations — each takes several values at once. This is not a note on a profile page: it is what the system weighs when it decides who should get a ticket. An engineer with nothing recorded scores the same as one who covers nothing relevant, so a team set up without this routes no better than one with no profiles at all.
Shift hours and working days
Both are chosen from a list rather than typed: hours from a pair of dropdowns, days as seven toggles with Mon–Fri, Mon–Sat and Every day shortcuts. An overnight shift is fine — set 22:00 to 06:00 and the system reads it correctly. Leave them blank if somebody has no fixed pattern.
Your team, each with their photo, employee code, role and current workload.
Getting work to the right person
Under Routing & SLA: who a ticket goes to, how long they have, and who hears about it when that time runs out.
Assignment rules
A rule matches on category, subcategory, issue type, location and priority — and every one of those takes several values. One rule can cover four hostels rather than four rules covering one each. A field left empty matches anything, and a rule naming fewer values wins over a broader one where both apply.
Send matching tickets to a group, to named engineers, or both — several people become one pool, shared out either by least busy or round robin. There is a Test a Ticket box that runs the real matching and tells you which rule wins and who would get it, without creating anything.
Assignment rules, and the Test a Ticket box that shows which one would win.
SLA targets that respect your working week
Set a target per priority, then turn on business hours so the clock only runs when your team is on duty. A ticket raised at 6pm on Friday against a four-hour target no longer breaches at 10pm on Friday — its deadline lands on Saturday morning instead. Add your holidays and the clock stops for those too, so a festival does not become a wave of breaches nobody could have prevented.
SLA targets, business hours and holidays — with escalation policies below them.
Escalation policies, targeted by category
A policy says who hears about an overdue ticket, at which level, and after how long. Policies can now name which tickets they cover — so "the Warden hears about hostel electrical faults after two hours" no longer means the Warden also hears about every printer. A policy that names nothing still covers everything.
Working a ticket
What an engineer can do from the ticket itself, without going through a manager.
Claim it
Any unassigned ticket visible to their group can be picked up in one click, then acknowledged so everyone knows it is being worked.
Hand it on
A ticket they hold can be passed to a colleague with a note saying what they found and what is left. The note goes on the ticket, not just the history.
Escalate it
Raise it to the second or third line straight away, with a reason. The people named in that policy are told at once.
A ticket as an engineer sees it — hand it over with a note, or escalate it.
Talking to each other
A chat panel sits in the corner of every dashboard page, so a question about a ticket does not have to leave the system to get answered.
Find the right person
Search your conversations, or search the team by name, role or availability — "which engineer is free right now" is as searchable as a person's name. Everyone shows with their photo, whether they are online, and how many tickets they have open.
Send what you are looking at
Press Win+Shift+S and paste — a screenshot goes straight into the message. Or attach a file up to 25 MB:
Images show in the conversation, videos play in place, and documents download under their real filename.
Link a ticket, and keep it internal
A message can carry a ticket, which the other person opens with one tap. Chat is between your staff only — it is never visible to reporters, and platform accounts at Optimus Secure cannot read it at all.
The chat panel, open over the dashboard.
What people thought
The Feedback tab collects every rating a reporter has left — not only the complaints.
Read the whole picture
The average, how many people rated, and how many said why — with a breakdown by star that you can click to see, say, only the one-star feedback. Each entry shows the stars, what the reporter actually wrote, the ticket, and the engineer who did the work.
Search it, including by engineer
Search the reporter, the ticket, their words, or the engineer by name or staff number — so a manager holding an employee code can pull up everything that person has been rated on. Filter by rating, by engineer, by date, or to comments only.
Every rating, the spread by star, and the filters for finding one.
Who gets told, and what actually went out
Under Settings → Notifications.
Decide per event
A grid of events down one side and channels across the other — ticket created, ticket assigned, SLA breached, and so on. Tick what should go out where.
Check that it did
What actually went out records every attempt on every channel, with the result and the reason for any failure. Search it by recipient, subject, event or failure reason, narrow it by date, result or channel, and page through the lot.
Choose what goes out where, then check what actually did.
Seeing patterns, not just tickets
Individual complaints tell you what broke. These tell you what keeps breaking.
Dead-zone map
Complaints per 100 scans, by location. A busy lobby with many complaints may be fine; a quiet corridor with the same number is a real dead zone.
Access-point register
Record your hardware, attribute tickets to the unit that caused them, and see which to replace first — an inventory becomes evidence.
Planned maintenance
Declare a window in advance. Tickets raised during it are tagged, so planned downtime does not read as a failure in your numbers.
Major incidents and problems
When one fault produces many complaints, declare a major incident and link them — the engineer works one fault while every reporter still tracks their own ticket and is told individually when it is fixed. Problems surfaces issues that keep coming back, so the repeat cause gets attention rather than the symptom.
Reports worth sending on
Reports compare this period against the last, show when the work actually arrives through the week, and carry the dead-zone ratio, the hardware to replace first, planned maintenance and any unanswered poor ratings. Export to PDF or Excel, or schedule one to arrive by email.
Analytics — volume, resolution times, and where the complaints are coming from.
Accounts and access
Small things that matter on a shared helpdesk machine.
Sessions end when nobody is there
A signed-in session now ends after 15 minutes of inactivity — for every role, from engineer to institute admin. Activity means somebody is actually using it, not merely that a tab is open, so a dashboard left on a screen overnight does not stay signed in. A minute before it happens you get a warning with a Stay signed in button, so nobody loses a half-written comment.
One email, more than one account
Somebody can hold an account at more than one institution — or be both an engineer and an admin. When the email and password open more than one, signing in shows a list of those accounts, each with the organisation, the role held there and the name on it. One click opens the one you want.
One email, two accounts — pick which one to open.
A record of who did what
The Audit Log holds every administrative action taken inside your institution — who did it, what changed and from where. Search it, filter by action, or narrow it to a date range, and page back through the history.
The audit log — who did what, and when.
What your licence covers
Your Scan2Support licence is measured in locations — the places people raise complaints about. The licence page in your dashboard shows what you are entitled to, how much of it you are using, and what anything beyond it costs. None of it waits until renewal to become visible.
Where to find it
Open Settings from the sidebar and choose the License tab. The three tiles at the top tell you whether your portal is active, how long your term runs and how many days are left — a lifetime licence shows an infinity sign. Term Details below them adds the start and expiry dates, and whether your portal is cloud-hosted by Optimus Secure or running on your own server.
Settings → License: status, term, and where your portal runs.
25 locations come with the software
A location is any place a complaint can be attached to — a campus, a building, a floor, a hostel block, a lab, a single room. You create them under Locations & QR, and each one can carry as many QR posters as you like at no extra cost. Your licence includes 25 of them as standard.
Going past 25 is never blocked
Your 26th location is created normally and works immediately. What changes is that your licence page marks it as chargeable, and tells you at the moment you add it rather than months later on an invoice. Nothing is switched off, throttled or held back for approval — this is a helpdesk, and the site somebody is standing in at 2am should not be waiting on a purchase order.
The allowance bar turns amber once you pass your included locations.
The bar fills up to your allowance and turns amber once you pass it. Remove a location and the count drops again the same day.
What it costs, line by line
The cost panel shows each part of your licence with its quantity and rate, so you can see what an extra location adds before you create it. Which lines appear depends on where your portal runs.
Each line with its quantity and rate, and the annual total.
Cloud-hosted — the usual arrangement — shows your software licence, any additional locations, and annual hosting; we run the servers, the backups and the updates. On-premise replaces hosting with an annual support and updates line, and lists your server as a one-off hardware cost, kept separate because it is not part of the yearly figure.
A record of every change
Recent changes lists anything that moved your location count or your allowance: which site was added or removed, what the totals were at that moment, how many were chargeable, who did it and when. If a figure is ever queried, this is the record that settles it — and it is yours to read, not only ours.
Every location added or removed, with running totals and who did it.
Facility maintenance categories
By default, Scan2Support handles IT and network complaints. If your institution also wants to route facility issues — electrical, plumbing, housekeeping, and more — that can be turned on for your portal as an add-on.
Reporters pick a category first
With this module on, the form asks which category the issue belongs to before asking what's wrong — so it reaches the right team from the start.
The next question adapts automatically
Once a category is picked, the form shows only the problems that apply to it — an Electrical complaint offers "Light not working" or "Power failure," not Wi-Fi options.
Need a hand?
We're here if anything in this guide doesn't match what you're seeing, or you'd like a module enabled.
Talk to Optimus Secure
Reach out for portal setup, new admin accounts, or enabling the Facility Maintenance module.